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.

Abstract

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
ISSN:	0956-4233
Date:	2003
Volume:	14
Number:	5
Number of Pages:	17
Page Range:	pp. 539-555
Identification Number:	10.1108/09564230310500219
Publication Status:	Published
Title of Event:	2nd International Conference on Electronic Business
Location of Event:	TAIPEI, TAIWAN
Date(s) of Event:	DEC 10-13, 2002
URI:	http://wrap.warwick.ac.uk/id/eprint/8937

Data sourced from Thomson Reuters' Web of Knowledge

Request changes to a record

Actions (login required)

View Item