Advanced

The integration of customer needs in the establishment of an e-business system for internal service

Olsson, Annika LU and Karlsson, Sture (2002) 8th Logistics Research Network (LRN) Conference, 2002 In Conference Proceedings LRN 2002
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
Chapter in Book/Report/Conference proceeding
publication status
published
subject
keywords
e-business development, process mapping, customer value, packaging logistics, customer needs
in
Conference Proceedings LRN 2002
conference name
8th Logistics Research Network (LRN) Conference, 2002
language
English
LU publication?
yes
id
1c03e4f5-522f-4b54-b2a0-731349ceac90 (old id 539020)
date added to LUP
2007-09-24 13:49:40
date last changed
2016-08-16 15:41:51
@inproceedings{1c03e4f5-522f-4b54-b2a0-731349ceac90,
  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},
  booktitle    = {Conference Proceedings LRN 2002},
  keyword      = {e-business development,process mapping,customer value,packaging logistics,customer needs},
  language     = {eng},
  title        = {The integration of customer needs in the establishment of an e-business system for internal service},
  year         = {2002},
}