A design theory approach to building strategic network-based Customer service systems

Decision Sciences

Volumn 40, Issue 3, 2009, Pages 403-430

  Brohman, M Kathryn ^a   Piccoli, Gabriele ^b,c   Martin, Patrick ^d   Zulkernine, Farhana ^d   Parasuraman, A ^e   Watson, Richard T ^f  

^a QUEEN S UNIVERSITY   (Canada)

^b UNIVERSITY OF SASSARI   (Italy)

^c GRENOBLE ECOLE DE MANAGEMENT   (France)

^d QUEEN S UNIVERSITY   (Canada)

^e UNIVERSITY OF MIAMI   (United States)

^f UNIVERSITY OF GEORGIA   (United States)

Author keywords

And web services; Co creation of value; Customer service management; Design theory; E business; E services; Network completeness; Service broker; Service dominant logic

Indexed keywords

EID: 70449912887     PISSN: 00117315     EISSN: 15405915     Source Type: Journal    
DOI: 10.1111/j.1540-5915.2009.00242.x     Document Type: Article

References (90)

1. Agrawal, D., Lee, K., & Lobo, J. (2005). Policy-based management of networked computing services. IEEE Communications Magazine, 43 (10), 69-75.
2. Asim, A., Essegaier, S., & Kohli, R. (2000). Internet recommendations systems. Journal of Marketing Research, 37 (3), 363-375.
3. Asim, A., & Mela, C. F. (2003). E-customization. Journal of Marketing Research, 40 (2), 131-146.
4. Bakos, Y. (1998). The emerging role of electronic marketplaces on the Internet. Communications of the ACM, 41 (8), 35-42.
5. Bard, W., Harrington, J., Kinikin, E., & Ragsdale, J. (2005). Evaluation of top enterprise CRM software vendors across 177 criteria. Cambridge, MA: Forrester Research.
6. Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23 (2), 153-175.
7. Berger, P. D., & Nasr, N. I. (1998). Customer lifetime value: Marketing models and applications. Journal of Interactive Marketing, 12 (1), 17-29.
8. Berners-Lee, T., Hendler, J., & Lassila, O. (2001). The semantic web. Scientific American, (May), 35-43.
9. Berthon, P., Hulbert, J. M., & Pitt, L. (2005). Consuming technology: Why marketers sometimes get it wrong. California Management Review, 48 (1), 110-129.
10. Bitner, M. J., & Brown, S. W. (2008). The service imperative. Business Horizons, 51 (1), 39-46.
11. Bitner, M. J., Ostrom, A. L., & Meuter, M. L. (2002). Implementing successful self-service technologies. Academy of Management Executive, 16 (4), 96-108.
12. Blattberg, R. C., Getz, G., & Thomas, J. S. (2001). Customer equity: Building and managing relationships as valuable assets. Boston, MA: Harvard Business School Press.
13. Boulding, W., Staelin, R., Ehret, M., & Johnston, W. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of Marketing, 69 (4), 155-166.
14. Brandeburger, A., & Nalebuff, B. (1995). The right game: Use game theory to shape strategy. Harvard Business Review, 73 (July-August), 47-71.
15. Brohman, M. K., Watson, R. T., Piccoli, G., & Parasuraman, A. (2003). Data completeness: A key to effective net-based customer service systems. Communications of the ACM, 46 (6), 47-51.
16. Cardoso, J. (2006). Discovering semantic web services with and without a common ontology commitment. Proceedings of the IEEE Services Computing Workshops (SCW'06), Chicago, IL, 183-190.
17. Cenfetelli, R. T., Benbasat, I., & Al-Natour, S. (2008). Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business to consumer success. Information Systems Research, 19 (2), 161-181.
18. Chesbrough, H. W., & Appleyard, M. M. (2007). Open innovation and strategy. California Management Review, 50 (1), 57-76.
19. Chesbrough, H., & Spohrer, J. (2006). A research manifesto for services science. Communications of the ACM, 49 (7), 35-40.
20. Collier, J. E., & Bienstock, C. C. (2003). Measuring service quality in e-retailing. Journal of Service Research, 5 (3), 260-275.
21. Coltman, T. (2007). Why build a customer relationship management capability? Journal of Strategic Information Systems, 16 (3), 301-320.
22. Dan, A., Davis, D., Kearney, R., Keller, A., King, R., Kuebler, D., et al. (2004). Web services on demand: WSLA-driven automated management. IBM Systems Journal, 43 (1), 136-158.
23. Day, G. S. (1999). The market-driven organization. New York, NY: Free Press.
24. Day, G. S. (2003). Creating a superior customer-relating capability. MIT Sloan Management Review, 44 (3), 77-83.
25. Day, G. S., Deighton, J., Naravandas, D., Gummesson, E., Hunt, S. D., Prahalad, C. K., et al. (2004). Invited commentaries on "evolving to a new dominant logic for marketing." Journal of Marketing, 68 (1), 18-27.
26. Dickson, P. R. (1992). Toward a general theory of competitive rationality. Journal of Marketing, 56 (1), 69-83.
27. Froehle, C. M. (2006). Service personnel, technology, and their interaction in influencing customer satisfaction. Decision Sciences, 37 (1), 5-38.
28. Froehle, C. M., & Roth, A. V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22 (1), 1-22.
29. Ghosh, A., & Craig, C. S. (1986). An approach to determining optimal locations for new services. Journal of Marketing Research, 23 (4), 354-362.
30. Gregor, S., & Jones, D. (2007). The anatomy of a design theory. Journal of the Association of Information Systems, 8 (5), 312-335.
31. Gronroos, C. (2000). Service management and marketing: A customer relationship management approach. West Sussex, UK: Wiley.
32. Grover, V., & Ramanlal, P. (1999). Six myths of information and markets: Information technology networks, electronic commerce, and the battle for consumer surplus. MIS Quarterly, 23 (4), 465-495.
33. Hagel, J., & Rayport, J. F. (2000). The new infomediaries. The McKinsey Quarterly, (June), 54-70.
34. Haenlein, M., Kaplan, A. M., & Schoder, D. (2006). Valuing the real option of abandoning unprofitable customers when calculating customer lifetime value. Journal of Marketing, 70 (3), 5-20.
35. Hevner, A. R., March, S. T., Park, J., & Ram, S. (2004). Design science in information systems research. MIS Quarterly, 28 (1), 75-105.
36. Karimi, J., Somers, R. M., & Gupta, Y. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17 (4), 125-158.
37. King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37 (3), 421-431.
38. Kleijnen, M. H. P., dee Ruyter, K., & Wetzels, M. G. M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83 (1), 33-46.
39. Kohavi, I., & Bar-David, Y. (2000). Method and apparatus for the composition and sale of travel-oriented packages. United States Patent Number 7, 136, 821. Available at http://patft1.uspto.gov/netacgi/nph-Parser?Sect1= PTO2&Sect2=HITOFF&p=1&u=%2Fnetahtml%2FPTO%2Fsearch-bool.html&r= 1&f=G&l=50&co1=AND&d=PTXT&s1=7136821. PN.&OS=PN/ 7136821&RS=PN/7136821.
40. Kumar, V., & Reinartz, W. J. (2006). Customer relationship management: A databased approach. Hoboken, NJ: Wiley.
41. Leigh, T. W., & Tanner Jr., J. F. (2004). Introduction: JPSSM special issue on customer relationship management. Journal of Personal Selling and Sales Management, 24 (4), 259-262.
42. Liu, X., Jin, Y., & Xi, J. (2005). Research on web service description supporting web service automation in collaborative product commerce. Computer Integrated Manufacturing Systems, 11 (11), 1644-1650.
43. Lui, T., & Piccoli, G. (2009). Toward a theory of IT-enabled customer service systems. In Y. Dwivedi, B. Lal, M. D. Williams, S. Schneberger, & M. Wade (Eds.), Handbook of research on contemporary theoretical models in information systems (pp. 364-383). Hershey, PA: IGI Global.
44. Markus, M. L., Majchrzak, A., & Gasser, L. (2002). A design theory for systems that support emergent knowledge processes. MIS Quarterly, 26 (3), 179-212.
45. Maximilien, E. M., & Singh, M. P. (2002). A framework and ontology for dynamic web services selection. IEEE Internet Computing, 8 (5), 84-93.
46. Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69 (4), 61-83.
47. Mithas, S., Ramasubbu, N., Krishnan, M. S., & Fornell, C. (2006-7). Designing web sites for customer loyalty across business domains: A multilevel analysis. Journal of Management Information Systems, 23 (3), 97-127.
48. Mitussis, D., O'Malley, L., & Patterson, M. (2006). Mapping the re-engagement of CRM with relationship marketing. European Journal of Marketing, 40 (5/6), 572-589.
49. Murthi, B. P. S., & Sarkar, S. (2003). The role of the management sciences in research on personalization. Management Science, 49 (10), 1344-1362.
50. O'Connor, P., & Piccoli, G. (2003). Marketing hotels using global distribution systems revisited. Cornell Hotel and Restaurant Administration Quarterly, 44 (5/6), 105-114.
51. Parasuraman, A. (2000). Technology readiness index (TRI): A multi-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2 (4), 307-320.
52. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multipleitem scale for assessing electronic service quality. Journal of Service Research, 7 (3), 213-233.
53. Pedersen, E., & Paper, D. (2007). Electronic commerce travel: A case study in information technology use, market flexibility, adaptability, and diversification. Journal of Cases on Information Technology, 9 (1), 73-89.
54. Piccoli, G., Applegate, L. M., & Brohman, M. K. (2009). Trip It: The traveler's agent. Case Study 9-809-059. Boston, MA: Harvard Business School Publishing.
55. Piccoli, G., Brohman, M. K., Watson, R. T., & Parasuraman, A. (2004). Net-based customer service systems: Evolution and revolution in web site functionalities. Decision Sciences, 35 (3), 423-455.
56. Piccoli, G., Brohman, M. K., Watson, R., & Parasuraman, A. (2009). Process completeness: Strategies for aligning service systems with customers' service needs. Business Horizons, 52 (3), 367-376.
57. Piccoli, G., Dev, C., & Applegate, L. M. (2008). Hilton hotels: Brand differentiation through customer relationship management. Case Study 9-809-029. Boston, MA: Harvard Business School Publishing.
58. Piccoli, G. Spalding, B. R., & Ives, B. (2001). The customer service life cycle: A framework for internet use in support of customer service. Cornell Hotel and Restaurant Administration Quarterly, 42 (3), 38-45.
59. Prahalad, C. K., & Hamel, G. (1990). The core competence of the corporation. Harvard Business Review, 68 (3), 79-92.
60. Rayport, J. F., & Jaworski, B. J. (2004). Best face forward. Harvard Business Review, 82 (12), 47-58.
61. Reinartz, W. J., Krafft, M., & Hoyer, W. D. (2004). The CRM process: Its measurement and impact on performance. Journal of Marketing Research, 41 (August), 293-305.
62. Rust, R. T., & Chung, T. S. (2006). Marketing models of service and relationships. Marketing Science, 25 (6), 560-580.
63. Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing using customer equity to focus marketing strategy. Journal of Marketing, 68 (1), 109-128.
64. Ryals, L. (2005). Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing, 69 (4), 252-261.
65. Shaffer, G., & Zhang, Z. J. (2000). Pay to switch or pay to stay: Preference-based price discrimination in markets with switching costs. Journal of Economics and Management Strategy, 9 (3), 397-424.
66. Sheehan, J. (2006). Understanding service sector innovation. Communications of the ACM, 49 (4), 43-47.
67. Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28 (1), 55-66.
68. Simon, H. A. (1996). The sciences of the artificial. Cambridge, MA: MIT Press.
69. Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in ecommerce: An exploration of its antecedents and consequences. Journal of Retailing, 78 (1), 41-50.
70. Tuli, K. R., Kohli, A. K., & Bharadway, S. G. (2007). Rethinking customer solutions: From product bundles to relational processes. Journal of Marketing, 71 (3), 1-17.
71. Van der Aalst, W. M. P., & Kumar, A. (2003). XML-based schema definition for support of inter-organizational workflow. Information Systems Research, 14 (1), 23-46.
72. Van Leeuwen, J. (1990). Handbook of theoretical computer science. Cambridge, MA: MIT Press.
73. Vargo, S., & Lusch, R. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68 (1), 1-17.
74. Venable, J. (2006). The role of theory and theorizing in design science research. Proceedings of the First International Conference on Design Science Research in Information Systems and Technology, Claremont, CA.
75. nd Workshop on Grid Computing, Toronto, Canada, 75-80.
76. Viswanathan, S., Kuruzovich, J., Gosain, S., & Agarwal, R. (2007). Online infomediaries and price discrimination: Evidence from the automotive retailing sector. Journal of Marketing, 71 (3), 89-107.
77. Walker, R. H., Craig-Lees, M., Hecker, R., & Francis, H. (2002). Technologyenabled service delivery: An investigation of reason affecting customer adoption and rejection. International Journal of Service Industry Management, 13 (1), 91-106.
78. Walls, J. G., Widmeyer, G. R., & El Sawy, O. A. (1992). Building an information systems design theory for vigilant EIS. Information Systems Research, 3 (1), 36-59.
79. Watson, R. T., Piccoli, G., Brohman, M. K., & Parasuraman, A. (2004). I am my own database. Harvard Business Review, 81 (11), 1-2.
80. Watson, R. T., Piccoli, G., Brohman, M. K., & Parasuraman, A. (2005). Customer managed interactions: A new paradigm for firm-customer relationships. MIS Quarterly Executive, 4 (2), 319-327.
81. Watson, R. T., Pitt, L. F., Berthon, P., & Zinkhan, G. M. (2002). U-commerce: Expanding the universe of marketing. Journal of the Academy of Marketing Science, 30 (4), 329-343.
82. Weil, N. (2007). Customer driven; Best Buy, Hilton Hotels and Washington Mutual dug into their data and revamped their business processes to empower customers and increase sales. Here's how they did it. CIO Magazine, 20 (21), 1.
83. Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring, and predicting etail quality. Journal of Retailing, 79 (3), 183-198.
84. Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Academy of Marketing Science, 25 (2), 139-153.
85. Wu, J., & Padgett, D. (2004). A comparative framework of customer satisfaction: An application to Internet search engines. Journal of Interactive Marketing, 18 (2), 32-50.
86. Xu, Z., Martin, P., Powley, W., & Zulkernine, F. (2007). Reputation-enhanced QoS-based web service discovery. Proceedings of IEEE 2007 International Conference on Web Services, Salt Lake City, UT, 249-256.
87. Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, 33 (6), 475-489.
88. Zhu, Z., Nakata, C., Sivakumar, K., & Grewel, D. (2007). Self-service technology effectiveness: The role of design features and individual traits. Journal of the Academy of Marketing Science, 35 (4), 492-506.
89. Zulkernine, F., & Martin, P. (2007). Conceptual framework for a comprehensive service management middleware. Proceedings of the 2nd International IEEE Workshop on Service Oriented Architectures in Converging Networked Environments (SOCNE'07) in conjunction with AINA 2007, Niagara Falls, Canada, 995-1000.
90. Zulkernine, F., Martin, P., Craddock, C., & Wilson, K. (2008). A policy-based middleware for web services SLA negotiation. Proceedings of IEEE International Conference on Web Services (ICWS'08), Beijing, China.