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E‐service: enhancing internal customer service through e‐procurement

E‐service: enhancing internal customer service through e‐procurement 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

E‐service: enhancing internal customer service through e‐procurement

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230310500219
Publisher site
See Article on Publisher Site

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.

Journal

International Journal of Service Industry Management – Emerald Publishing

Published: Dec 1, 2003

Keywords: Customer service management; Procurement; Business performance; Business support services; Organization and methods

References

  • Assessing the impact of electronic commerce in business processes: a simulation approach
    Albores, P.; Ball, P.D.; MacBryde, J.
  • Value creation in e‐business
    Amit, R.; Zott, C.
  • Aligning information systems with business strategy
    Baets, W.