Heinrich, Bernd and Zellner, Gregor and Leist, Susanne (2011) Service integrators in business networks-the importance of relationship values. ELECTRONIC MARKETS, 21 (4). pp. 215-235. ISSN 1019-6781,
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To realise the potentials of CRM (customer relationship management), relationship-specific processes need to be designed and implemented in companies. This is all the more important and complicated in business networks where two or more actors collaborate to serve the customers. A good collaboration within business networks is the basis for understanding the customer process and identifying customer needs. But, even in these days of customer orientation, transaction orientation is still a matter of strong interest, and the following questions remain to be answered: What is the difference between relationship-oriented processes and transaction-oriented processes, and how can relationship-oriented processes be designed for a business network? The authors give first answers to both questions by using a systematic, goal-oriented specialisation of generic actions. To give an example, one relationship-oriented process will be designed and specified for a certain customer process in the course of this paper.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | INTERORGANIZATIONAL SYSTEMS; ADAPTATION; INDUSTRY; MODEL; Service Integrator; Business networks; Relationship values; Customer orientation |
| Subjects: | 300 Social sciences > 330 Economics |
| Divisions: | Business, Economics and Information Systems > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich) |
| Depositing User: | Dr. Gernot Deinzer |
| Date Deposited: | 26 May 2020 05:49 |
| Last Modified: | 26 May 2020 05:49 |
| URI: | https://pred.uni-regensburg.de/id/eprint/19711 |
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