Frontline CALS - Extranet Enabled Support of Customer Relations Based on Product State Information

Michael Holm Larsen, Lesley Robert Franck, Mogens Kühn Pedersen

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

    Abstract

    The electronic economy has proliferated during the past decade. Many initiatives are launched in order to support customer's interaction with the company, however, often fragmented. A more holistic approach is provided in this article. The article suggests a business model in the era of electronic commerce called Frontline CALS. Frontline CALS integrate three bodies of knowledge, i.e. Continuous Acquisition and Lifecycle Support, Electronic Commerce, and the Customer Consumption Chain in order to construct a concept that enhances the service quality for customers with time critical operations. The essence of Frontline CALS is that it combines a product and a customer view with the aim of enhancing the service quality offered by the dealers in collaboration with the producer. The article further provides empirical insight from an early prototype implementation of a Web Service System intended to support Hardi International contact points with their farmer customers.
    Original languageEnglish
    Title of host publicationFrontline CALS - Extranet Enabled Support of Customer Relations Based on Product State Information
    Publication date1999
    Pages302-319
    Publication statusPublished - 1999
    Event7th European Conference on Information Systems (ECIS´99) - Copenhagen
    Duration: 1 Jan 1999 → …

    Conference

    Conference7th European Conference on Information Systems (ECIS´99)
    CityCopenhagen
    Period01/01/1999 → …

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