User restraints in the employment of integrated information and communications technologies in customer contacts

The employment of integrated, database-supported information and communication technologies (I&C) will lead to significant changes in the relationships between enterprises and their customers and suppliers affecting goods, information and financing. In the medium term the use of integrated I&C technology will improve the supply of products and services along with sinking transaction costs for the customers. The introduction of the technology, in combination with knowledge management, will also have significant effects on new organisational forms, flexible processes and the knowledge and skills of employees. There are, however, application differences between larger and smaller enterprises which indicate that these changes will only take effect in the long term in smaller companies.