The integration of customer needs in the establishment of an e-business system for internal service

Annika Olsson, Sture Karlsson

Research output: Chapter in Book/Report/Conference proceedingPaper in conference proceedingpeer-review

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The key success factor for companies is to develop and deliver services and products that satisfy customer needs and create customer value. When introducing e-businesses as a new channel, it is becoming increasingly important to consider customers, since they will have a higher level of influence on the company through the interactive channel. This paper sets out to describe the process of considering customer needs in an e-business establishment based on the results from a case study where gaps between customer expectations and supplier intentions were explored. The aim is to address the problem of taking customer needs into consideration and to suggest models for value creation of products and services from a customer perspective. Theories of process mapping are used in order to understand how customer needs can be fulfilled in an e-business establishment. Concepts of customer knowledge and customer processes are used to elaborate on the creation of value added products and services.
Original languageEnglish
Title of host publicationConference Proceedings LRN 2002
Publication statusPublished - 2002
Event8th Logistics Research Network (LRN) Conference, 2002 - Birmingham, Birmingham, United Kingdom
Duration: 2002 Sep 32002 Sep 4
Conference number: 8


Conference8th Logistics Research Network (LRN) Conference, 2002
Country/TerritoryUnited Kingdom

Subject classification (UKÄ)

  • Other Mechanical Engineering


  • e-business development
  • process mapping
  • customer value
  • packaging logistics
  • customer needs


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