Abstract
This paper lakes the concept of integrated services to meet individual user needs one step further, by addressing how integrated services can be delivered over the Web in a service chain involving multiple partners. Moreover, a framework is developed and applied to enable fulfilment of individual user needs by developing the appropriate service delivery in terms of Web interface and content, as well as the underlying processes and functionalities, which in turn are defined within an information technology/information systems architecture. The methodology of quality function deployment is used in this context, and applied to a real estate service environment in Australia.
Original language | English |
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Pages (from-to) | 270-288 |
Number of pages | 19 |
Journal | International Journal of Operations and Production Management |
Volume | 24 |
Issue number | 3-4 |
DOIs | |
Publication status | Published - 2004 |
Externally published | Yes |
Keywords
- Australia
- Internet
- Personal needs
- Quality function deployment
- Real estate
- Value chain
ASJC Scopus subject areas
- General Decision Sciences
- Strategy and Management
- Management of Technology and Innovation