Efficiency in Serving Customers: An Overview of the Concept and Its Implications for E-Business Management

ABSTRACT

Customers’ participation in the creation and distribution of many types of services has been profoundly altered as a direct result of the evolution of e-business models. The extent and breadth of customers’ participation has been significantly altered and enhanced as a result of the introduction of new e-business models and technological advancements. This has had a significant impact on the delivery of the service. Due to this transformation, a new understanding of the responsibilities that customers play in relation to service delivery systems is required. In order to successfully manage systems in which consumers are actively engaged in the production and delivery of services, it is essential to have a solid understanding of the idea of "customer efficiency." The purpose of this article is to introduce the idea of customer efficacy management (CEM), investigate its connection to several other important customer characteristics, and investigate its possible influence on the management of e-business operations.

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