Developing New Customer Services for MDEs in e-time: A Platform-based Approach and Its Support System

Author

Yu, Youping ; Cai, Shuqin ; Liu, Zhigao

Author_Institution

Sch. of Manage., Huazhong Univ. of Sci. & Technol., Wuhan

fYear

2006

fDate

Oct. 2006

Firstpage

532

Lastpage

535

Abstract

Based on Meyer´s platform-based perspective of developing new services for service industries, a detailed platform-based approach aiming at developing customer service promptly, consistently, and cost-effectively for MDEs is proposed. The customer service platform (CSP) that supporting customer service innovation and implementation and its application framework are given. Structure and functions of the customer service platform support system (CSPSS), which is the main center of the CSP, are provided. Empirical application of the approach and its support system is also demonstrated

Keywords

customer services; electronic commerce; goods dispatch data processing; service industries; Meyer platform-based perspective; customer service platform support system; manufacturing-distribution enterprises; service industries; Costs; Customer service; Information technology; Manufacturing industries; Marketing and sales; Product design; Product development; Sorting; Technological innovation; Technology management;

fLanguage

English

Publisher

ieee

Conference_Titel

e-Business Engineering, 2006. ICEBE '06. IEEE International Conference on

Conference_Location

Shanghai

Print_ISBN

0-7695-2645-4

Type

conf

DOI

10.1109/ICEBE.2006.40

Filename

4031700