Document Type



This empirically based paper is concerned with the application of the notion of internal customer service, purchasing and procurement, to e-services. It contends that much of the recent research into e-business, and eservice in particular, has taken a primarily external customer focus. Reports suggest that the greatest potential of e-business comes from applications within and between businesses. The findings are based on data collected in an extensive research programme from interviews, cases and focus groups in 97 organisations. It has shown that contrary to views of the traditional purchasing and procurement functions, e-service improved customer perceptions of service through faster and easier service with speeder resolution of problems, improved process reliability with reduced mean time between failures together with overall cost reductions.