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Customer Efficiency

Concept and Its Impact on E-Business Management

Patrick T. Harker

University of Pennsylvania

The continued development of e-business models has triggered a dramatic transition of customers’roles in a variety of service production and delivery processes. In the coproduction of service, the scale and scope of customers’ participation have been significantly transformed and enhanced by newe-business models and technology. This transition calls for a newunderstanding of customers’ roles in service delivery systems. The concept of customer efficiency is crucial for the successful management of systems where customers are actively engaged in service production and delivery processes. This article presents the concept of customer efficiency management (CEM), studies its relationship with other key customer characteristics, and explores its potential impact on e-business management.

Journal of Service Research, Vol. 4, No. 4, 253-267 (2002)
DOI: 10.1177/1094670502004004003


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