Customer efficiency: Concept and its impact on e-business management
M Xue, PT Harker - Journal of Service Research, 2002 - journals.sagepub.com
M Xue, PT Harker
Journal of Service Research, 2002•journals.sagepub.comThe continued development of e-business models has triggered a dramatic transition of
customers' roles in a variety of service production and delivery processes. In the
coproduction of service, the scale and scope of customers' participation have been
significantly transformed and enhanced by newe-business models and technology. This
transition calls for a newunderstanding of customers' roles in service delivery systems. The
concept of customer efficiency is crucial for the successful management of systems where …
customers' roles in a variety of service production and delivery processes. In the
coproduction of service, the scale and scope of customers' participation have been
significantly transformed and enhanced by newe-business models and technology. This
transition calls for a newunderstanding of customers' roles in service delivery systems. The
concept of customer efficiency is crucial for the successful management of systems where …
The continued development of e-business models has triggered a dramatic transition of customers’roles in a variety of service production and delivery processes. In the coproduction of service, the scale and scope of customers’ participation have been significantly transformed and enhanced by newe-business models and technology. This transition calls for a newunderstanding of customers’ roles in service delivery systems. The concept of customer efficiency is crucial for the successful management of systems where customers are actively engaged in service production and delivery processes. This article presents the concept of customer efficiency management (CEM), studies its relationship with other key customer characteristics, and explores its potential impact on e-business management.
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