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

John Hamilton (School of Business‐James Cook University, Cairns, Australia)
Willem Selen (Macquarie Graduate School of Management, Macquarie University, Sydney, Australia)

International Journal of Operations & Production Management

ISSN: 0144-3577

Article publication date: 1 March 2004

1837

Abstract

This paper takes 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.

Keywords

Citation

Hamilton, J. and Selen, W. (2004), "Enabling real estate service chain management through personalised Web interfacing using QFD", International Journal of Operations & Production Management, Vol. 24 No. 3, pp. 270-288. https://doi.org/10.1108/01443570410519033

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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