Developing New Customer Services for MDEs in e-time: A Platform-based Approach and Its Support System

Abstract

Based on Meyer's platform-based perspective of developing new services for service industries, a detailed platform-based approach aiming at developing customer service promptly, consistently, and cost-effectively for MDEs is proposed. The customer service platform (CSP) that supporting customer service innovation and implementation and its application framework are given. Structure and functions of the customer service platform support system (CSPSS), which is the main center of the CSP, are provided. Empirical application of the approach and its support system is also demonstrated