Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System
The implementation concept of virtual intermediate, so called intelligent systems, to Business to Consumer (B2C) applications enhances the flexibility of B2C systems up to a certain level. This paper raises the question if the current intermediate systems are flexible enough? Current intelligent...
| Main Authors: | , , |
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| Format: | Citation Index Journal |
| Language: | English |
| Published: |
Engg Journals Publications
2009
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| Subjects: | |
| Online Access: | http://scholars.utp.edu.my/id/eprint/1085/ http://scholars.utp.edu.my/id/eprint/1085/1/IJCSE09-01-03-08.pdf |
| _version_ | 1848659074889023488 |
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| author | Mushtaq, Arif Sulaiman, Suziah Riaz, Sadia |
| author_facet | Mushtaq, Arif Sulaiman, Suziah Riaz, Sadia |
| author_sort | Mushtaq, Arif |
| building | UTP Institutional Repository |
| collection | Online Access |
| description | The implementation concept of virtual intermediate,
so called intelligent systems, to Business to Consumer (B2C)
applications enhances the flexibility of B2C systems up to a
certain level. This paper raises the question if the current
intermediate systems are flexible enough? Current intelligent
intermediate systems provide flexibility only in terms of general
information, which could be more useful in taking decisions with
respect to pre-sale flexibility. Actual replacement of human agent
with a virtual intermediate system could be attainable in a postsale
flexibility scenario, if it is really supported in terms of
‘flexibility’. In this paper we propose how to deal post-sale
flexibility in online airline reservation systems. This is achieved
with the help of different scenarios related to customer service
life cycle. This paper proposes incorporation of missing stages
within the customer service life cycle, intended to enhance the
functionality of existing systems. |
| first_indexed | 2025-11-13T07:24:39Z |
| format | Citation Index Journal |
| id | oai:scholars.utp.edu.my:1085 |
| institution | Universiti Teknologi Petronas |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-13T07:24:39Z |
| publishDate | 2009 |
| publisher | Engg Journals Publications |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:scholars.utp.edu.my:10852017-01-19T08:25:51Z http://scholars.utp.edu.my/id/eprint/1085/ Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System Mushtaq, Arif Sulaiman, Suziah Riaz, Sadia T Technology (General) The implementation concept of virtual intermediate, so called intelligent systems, to Business to Consumer (B2C) applications enhances the flexibility of B2C systems up to a certain level. This paper raises the question if the current intermediate systems are flexible enough? Current intelligent intermediate systems provide flexibility only in terms of general information, which could be more useful in taking decisions with respect to pre-sale flexibility. Actual replacement of human agent with a virtual intermediate system could be attainable in a postsale flexibility scenario, if it is really supported in terms of ‘flexibility’. In this paper we propose how to deal post-sale flexibility in online airline reservation systems. This is achieved with the help of different scenarios related to customer service life cycle. This paper proposes incorporation of missing stages within the customer service life cycle, intended to enhance the functionality of existing systems. Engg Journals Publications 2009 Citation Index Journal PeerReviewed application/pdf en http://scholars.utp.edu.my/id/eprint/1085/1/IJCSE09-01-03-08.pdf Mushtaq, Arif and Sulaiman, Suziah and Riaz, Sadia (2009) Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System. [Citation Index Journal] http://www.enggjournals.com/ijcse/ |
| spellingShingle | T Technology (General) Mushtaq, Arif Sulaiman, Suziah Riaz, Sadia Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System |
| title | Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System |
| title_full | Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System |
| title_fullStr | Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System |
| title_full_unstemmed | Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System |
| title_short | Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System |
| title_sort | flexibility concept: facilitating post-sale changes in online reservation system |
| topic | T Technology (General) |
| url | http://scholars.utp.edu.my/id/eprint/1085/ http://scholars.utp.edu.my/id/eprint/1085/ http://scholars.utp.edu.my/id/eprint/1085/1/IJCSE09-01-03-08.pdf |