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Start Date

16-8-2018 12:00 AM

Description

Quality of products is often not sufficient for the company to remain prosperous in today’s competitive environment. Modern customers want to have access to additional digital services (e.g., instant customer support online, convenient access to order details, etc.). Information is a substantial part of such services. However, just like with any other information we receive, too much order information can have negative consequences – too many details can confuse customers, make them think company is attempting to obscure facts, etc. In this paper, we study transparency of the information that is exchanged between a company and a client, introducing the concept of digital information transparency (the degree of visibility of customer-facing business processes), and information provision (the amount of information the company is providing to customers as their orders are fulfilled).

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Aug 16th, 12:00 AM

Transparency of Customer-Facing Order Processes: Can We Ever Have Too Much of a Good Thing?

Quality of products is often not sufficient for the company to remain prosperous in today’s competitive environment. Modern customers want to have access to additional digital services (e.g., instant customer support online, convenient access to order details, etc.). Information is a substantial part of such services. However, just like with any other information we receive, too much order information can have negative consequences – too many details can confuse customers, make them think company is attempting to obscure facts, etc. In this paper, we study transparency of the information that is exchanged between a company and a client, introducing the concept of digital information transparency (the degree of visibility of customer-facing business processes), and information provision (the amount of information the company is providing to customers as their orders are fulfilled).