The business customer alignment index

Hamilton, John, and Tee, Singwhat (2011) The business customer alignment index. In: Proceedings of the 11th International Conference on Electronic Business, pp. 45-49. From: 11th International Conference on Electronic Business, 29 November- 2 December 2011, Bangkok, Thailand.

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Abstract

The alignment of a service business to its engaging customers is a customer precursor consideration prior to the completion of a business-customer exchange or transaction. We adopt an interface outwards approach to this conundrum, and build the solution into both the business and the customer domains. We establish an alignment index as a measure of the inherent connectivity between the business and its engaging customers. The business offers its back-end developed services as the chosen service solution set it expects 'should be' most appropriately aligned to its engaging customers. These business-engaging customers come to this business interaction site with a different set of 'will get' expectations. The degree of alignment between these different sets-of-expectations is measured on a '0' to '1' scale as a 'business-customer alignment index'.

Item ID: 19453
Item Type: Conference Item (Refereed Research Paper - E1)
Keywords: alignment index, customer perception, business, service
Additional Information:

Conference topic: borderless e-business for the next decade.

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ISSN: 1683-0040
Date Deposited: 15 Feb 2012 22:05
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 100%
SEO Codes: 89 INFORMATION AND COMMUNICATION SERVICES > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified @ 100%
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