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Title: Customer-driven SMEs co-operation: The service dominant logic perspective
Authors: Pei-Hung, H.;Yuan, Soe-Tsyr
Contributors: 資訊管理學系
Keywords: Conceptual model;Customer-driven;ICT services;Performance criterion;Performance evaluation criteria;SDL;Service dominant logic;Service systems;Small and medium enterprise;Small and medium-sized enterprise;Customer satisfaction;Sales;Systems analysis;Industry
Date: 2012-08
Issue Date: 2015-05-12 16:06:04 (UTC+8)
Abstract: This study argues that service dominant logic (SDL) is a foundation that allows Small and Mediumsized Enterprises (SMEs) to bridge the gap between co-operation performance and customer satisfaction. A customer-driven co-operation conceptual model for SMEs is proposed to identify the relationships between SMEs, customers and co-operation performance, using SDL. This study also proposes a set of co-operation performance evaluation criteria for SMEs, within SDL, and the implications for ICT service system design. It is believed that the model and the performance criteria should inspire further research into SME co-operation, in order to achieve maximal customer satisfaction, in terms of the appropriate design of service systems.
Relation: Journal of Convergence Information Technology, Volume 7, Issue 14, 2012, Pages 538-545
Data Type: article
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Appears in Collections:[資訊管理學系] 期刊論文

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