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The Integration of Customer Needs in the Establishment of an E-business System for Internal Service

Olsson, Annika LU and Karlsson, Sture (2003) In International Journal of Logistics 6(4). p.305-317
Abstract
The key success factor for companies is to develop and deliver services and products that satisfy customer needs and create customer value. When introducing e-businesses as a new channel, it is becoming increasingly important to consider customers, since they will have a higher level of influence on the company through the interactive channel. This paper sets out to describe the process of considering customer needs in an e-business establishment based on the results from a case study where gaps between customer expectations and supplier intentions were explored. The aim is to address the problem of taking customer needs into consideration and to suggest models for value creation of products and services from a customer perspective.... (More)
The key success factor for companies is to develop and deliver services and products that satisfy customer needs and create customer value. When introducing e-businesses as a new channel, it is becoming increasingly important to consider customers, since they will have a higher level of influence on the company through the interactive channel. This paper sets out to describe the process of considering customer needs in an e-business establishment based on the results from a case study where gaps between customer expectations and supplier intentions were explored. The aim is to address the problem of taking customer needs into consideration and to suggest models for value creation of products and services from a customer perspective. Theories of process mapping are used in order to understand how customer needs can be fulfilled in an e-business establishment. Concepts of customer knowledge and customer processes are used to elaborate on the creation of value-added products and services (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
Service Management, Customer orientation, E-business, Customer need, Packaging, Logistics, Packaging logistics
in
International Journal of Logistics
volume
6
issue
4
pages
305 - 317
publisher
Taylor & Francis
ISSN
1367-5567
DOI
language
English
LU publication?
yes
id
d2578139-5d84-487c-bb63-4bf366c18980 (old id 167925)
alternative location
http://www.informaworld.com/smpp/content~content=a713937788~db=all~order=page
date added to LUP
2007-07-03 09:33:26
date last changed
2018-05-29 09:31:28
@article{d2578139-5d84-487c-bb63-4bf366c18980,
  abstract     = {The key success factor for companies is to develop and deliver services and products that satisfy customer needs and create customer value. When introducing e-businesses as a new channel, it is becoming increasingly important to consider customers, since they will have a higher level of influence on the company through the interactive channel. This paper sets out to describe the process of considering customer needs in an e-business establishment based on the results from a case study where gaps between customer expectations and supplier intentions were explored. The aim is to address the problem of taking customer needs into consideration and to suggest models for value creation of products and services from a customer perspective. Theories of process mapping are used in order to understand how customer needs can be fulfilled in an e-business establishment. Concepts of customer knowledge and customer processes are used to elaborate on the creation of value-added products and services},
  author       = {Olsson, Annika and Karlsson, Sture},
  issn         = {1367-5567},
  keyword      = {Service Management,Customer orientation,E-business,Customer need,Packaging,Logistics,Packaging logistics},
  language     = {eng},
  number       = {4},
  pages        = {305--317},
  publisher    = {Taylor & Francis},
  series       = {International Journal of Logistics},
  title        = {The Integration of Customer Needs in the Establishment of an E-business System for Internal Service},
  url          = {http://dx.doi.org/},
  volume       = {6},
  year         = {2003},
}