Title :
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
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;
Conference_Titel :
e-Business Engineering, 2006. ICEBE '06. IEEE International Conference on
Conference_Location :
Shanghai
Print_ISBN :
0-7695-2645-4
DOI :
10.1109/ICEBE.2006.40
