Customer Relationship Management considerations and Electronic Toll Collection as sustainable technology

Alan D. Smith

International Journal of Sustainable Economy, 2008, vol. 1, issue 1, 17-43

Abstract: Through the increase of technology and the implementation of Electronic Toll Collection (ETC), roads, bridges and tunnels will become more safe and convenient and can deliver socially responsible and sustainable technologies, if properly managed and encouraged. Traffic control and faster commutes will benefit motorists and enhance customer-support systems. The major purpose of this research was to investigate how ETC-based technology can control traffic and improve the safety and congestion at toll plazas and enhance Customer Relationship Management (CRM). Through the testing of hypothesis and exploratory analyses, a number of factor-based constructs, efficiency issues, personal information issues, personal internet use, problem issues, demographic maturity, clear boundaries and work-related internet use were tested. Unfortunately, it was found that management of such technology has much to do to convince potential and existing customers that there are documented socially responsible and sustainable value-added associated with using the technology.

Keywords: customer relationship management; CRM; ETC; electronic toll collection; empirical; social responsibility; sustainability; sustainable economy; sustainable technology; sustainable development; road tolls; bridge tolls; tunnel tolls; traffic control; safety; congestion; technology management; road pricing. (search for similar items in EconPapers)
Date: 2008
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