Consumer and co-producer roles in e-service: analysing efficiency and effectiveness of e-service designs
by Mei Xue, Gregory R. Hein, Patrick T. Harker
International Journal of Electronic Business (IJEB), Vol. 3, No. 2, 2005

Abstract: Many electronic services are distinguished by the active and significant participation of customers in real-time service design and delivery, a phenomenon referred to as service co-production. Because e-service often involves higher levels of service co-production than in traditional person-to-person services, it has become important to incorporate customers' needs both as a service consumer and as a service co-producer into the design of e-service systems. In this paper, we propose a two-stage approach to evaluate the efficiency and effectiveness of e-services. We focus on meeting customers' needs as both consumers and co-producers. The approach is demonstrated in an exploratory empirical study of the e-service operations of a sample of internet food retailers.

Online publication date: Thu, 21-Apr-2005

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