E-service: enhancing internal customer service through e-procurement
UNSPECIFIED (2003) E-service: enhancing internal customer service through e-procurement. In: 2nd International Conference on Electronic Business, TAIPEI, TAIWAN, DEC 10-13, 2002. Published in: INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 14 (5). pp. 539-555.Full text not available from this repository.
Official URL: http://dx.doi.org/10.1108/09564230310500219
E-business developments represent a significant step in the evolution of inter-organisational systems (IOS). Their impact on external supply chains is a major area of discussion and analysis in the literature, principally examining issues of governance structure and process efficiencies. This paper, however, addresses issues relating to the impact of e-business developments on internal customer service with a focus on electronic procurement introduction in other words it concentrates on the intra-organisational system dynamics of e-business. The procurement process is the basis for one of the primary internal customer-provider interfaces and thus presents a valid and useful domain of study in internal customer service. In contributing to the emerging e-service field the article first contends that much of the recent research into e-service has taken a primarily external customer focus. However, reports suggest that the potential of e-business comes from applications both within and between businesses. Consequently, this paper focuses on the findings relating to internal e-service obtained from an extensive, primarily qualitative and exploratory, research programme incorporating 97 organisations. The article concludes that internal customer satisfaction is central to the success of e-procurement deployment and is a significant determinant of the cost benefits to be gained from its adoption.
|Item Type:||Conference Item (UNSPECIFIED)|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Journal or Publication Title:||INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT|
|Publisher:||EMERALD GROUP PUBLISHING LIMITED|
|Number of Pages:||17|
|Page Range:||pp. 539-555|
|Title of Event:||2nd International Conference on Electronic Business|
|Location of Event:||TAIPEI, TAIWAN|
|Date(s) of Event:||DEC 10-13, 2002|
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