Customer-Centric IS Application Development: Lessons from a Case of Developing an Online Auction Site

Communications of the AIS (18:18), September 2006, pp. 395-412

Posted: 21 Apr 2013

See all articles by Shan Pan

Shan Pan

National University of Singapore (NUS)

Gary Pan

Singapore Management University - School of Accountancy

Date Written: September 21, 2006

Abstract

Recent years have witnessed many organizations switching from function-oriented to customer-centric in their information systems applications designs. This paradigm shift has attracted growing attention among researchers in better understanding the design process of customer-centric IS applications – an area that has not been investigated adequately so far. This paper examines the processes of gathering and segmenting customer-centric attributes during the design stage of an IS application development by analyzing data extracted from a successful case of developing an online property auction site. The findings reveal that gathering and segmenting customer-centric attributes during the design stage of a customer-centric IS application development encompass four phases: (1) Identify customer requirements; (2) Structure customer requirements; (3) Link customer requirements to system design attributes; and (4) Review the level of customer satisfaction with the new system. We discuss the implications of our findings for both research and practice.

Keywords: Customer-centric IS applications, Gathering and Segmenting customer-centric attributes, Design stage, Case study

JEL Classification: M40

Suggested Citation

Pan, Shan and Pan, Gary, Customer-Centric IS Application Development: Lessons from a Case of Developing an Online Auction Site (September 21, 2006). Communications of the AIS (18:18), September 2006, pp. 395-412. Available at SSRN: https://ssrn.com/abstract=2254469

Shan Pan

National University of Singapore (NUS) ( email )

Bukit Timah Road 469 G
Singapore, 117591
Singapore

Gary Pan (Contact Author)

Singapore Management University - School of Accountancy ( email )

60 Stamford Road
Singapore 178900
Singapore

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