Developing New Strategy Framework for New Service Operation System Design Driven by Operational Loss in Electronic Commerce

In order to acquire the strategy framework for new service operation system design driven by operational loss to provide strategic insights to academics and practitioners, based on the scientific research and literature reviews, issue of deployment scheme considering both operational failure as an imperative for service design and the fit between service characteristics and delivery channel options in electronic commerce is underdeveloped. By combining two independent research streams (operation loss and new service design, framework of operation strategy and service system design), based on the classification of operational losses, products and delivery channel options, we proposed a new strategy framework. Furthermore in this research, the framework is tested in one company through case study. Based on the findings and test of the framework, it will present necessary guidelines for developing an operation strategy and service system design under operational loss driving.