Enabling real estate service chain management through personalised Web interfacing using QFD

John Hamilton, Willem Selen

    Research output: Contribution to journalReview articlepeer-review

    22 Citations (Scopus)

    Abstract

    This paper lakes the concept of integrated services to meet individual user needs one step further, by addressing how integrated services can be delivered over the Web in a service chain involving multiple partners. Moreover, a framework is developed and applied to enable fulfilment of individual user needs by developing the appropriate service delivery in terms of Web interface and content, as well as the underlying processes and functionalities, which in turn are defined within an information technology/information systems architecture. The methodology of quality function deployment is used in this context, and applied to a real estate service environment in Australia.

    Original languageEnglish
    Pages (from-to)270-288
    Number of pages19
    JournalInternational Journal of Operations and Production Management
    Volume24
    Issue number3-4
    DOIs
    Publication statusPublished - 2004

    Keywords

    • Australia
    • Internet
    • Personal needs
    • Quality function deployment
    • Real estate
    • Value chain

    ASJC Scopus subject areas

    • Decision Sciences(all)
    • Strategy and Management
    • Management of Technology and Innovation

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