Towards an alternative logic for electronic customer relationship management

Hong-Mei Chen and Stephen L. Vargo

International Journal of Business Environment, 2008, vol. 2, issue 2, 116-132

Abstract: Traditional Customer Relationship Management (CRM) systems are based on a model of exchange that centres on goods (goods-dominant logic), with value created by the firm and relationship implying multiple transactions of value-laden output. We explore an alternative logic of exchange (service-dominant logic) based on the reciprocal application of applied competences (service), which sees relationship in terms of the co-creation of value. We then review the partial transition of recent CRM models toward a service-dominant logic perspective and offer an initial service-dominant logic-informed next generation CRM system design.

Keywords: service-dominant logic; electronic CRM; customer relationship management; ECRM; service oriented architecture; SOA; customer-centric information systems; information systems design; customer experience management; CEM; global; Web 2.0; resource integration; dynamic business environment; value creation. (search for similar items in EconPapers)
Date: 2008
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=19507 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbenv:v:2:y:2008:i:2:p:116-132

Access Statistics for this article

More articles in International Journal of Business Environment from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().