Demand Chainmanagement + Responsernmanagement = Increasedrncustomer Satisfaction

摘要

Purpose - The purpose of this research is to understand the current developments in businessrnmodels that are aimed at meeting changing market characteristics, many of which require specificrncustomer service responses.rnDesign/methodology/approach - The paper presents a conceptual model that is based on researchrninto the applications of response management.rnFindings - This paper suggests validity of the proposed model but also identifies the need for furtherrnresearch.rnPractical implications - The paper assumes that management has the awareness and the skills setrnto manage and deliver added value to customers by implementing a more relevant model.rnOriginality/value - This paper offers examples of organisations that are responding to market andrncustomer expectations using response management models.