The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Customer Efficiency: Concept and Its Impact on E-Business Management
Abstract
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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Cites
Internet paradox: A social technology that reduces social involvement and psychological well-being?
Kraut, R., Patterson, M., Lundmark, V., Kiesler, S., Mukophadhyay, T., & Scherlis, W. (1998) · American Psychologist · doi:10.1037/0003-066x.53.9.1017 · Cited by 4,793
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Cited by
Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet
Ribbink, D., van Riel, A. C. R., Liljander, V., & Streukens, S. (2004) · Managing Service Quality: An International Journal · doi:10.1108/09604520410569784 · Cited by 872
Adoption of in-store mobile payment: Are perceived risk and convenience the only drivers?
de Kerviler, G., Demoulin, N. T. M., & Zidda, P. (2016) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.04.011 · Cited by 374
Metadata
- Authors
- Xue, M., & Harker, P. T.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2002-05
- Volume
- 4
- Issue
- 4
- Pages
- 253-267
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2113298532
- Cited by
- 190
- References
- 2
- FWCI
- 19.22
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
