caa a22 4500 475823060 CHVBK 20180406123823.0 cr unu---uuuuu 170329e20000401xx s 000 0 eng 10.1007/s003660050036 doi (NATIONALLICENCE)springer-10.1007/s003660050036 A Generic Framework for Supporting Internet Services to Achieve Customer Value Creation [Elektronische Daten] [H. Noori, H. Lau, T. N. Wong] Abstract.: This paper discusses the current trends within the software industry that have affected the evolution of software support and its move to the Internet. Accordingly, it proposes a scheme for an Internet support framework within the software industry, and analyses the specific elements required for building and implementing such a system. The framework leverages and extends on strategic analysis discussed by Rayport and Viokla [1]. The evolution of ‘live' support to Internet services emulates the evolution from the Physical Value Chain (PVC) to the Virtual Value Chain (VVC) discussed by them. In particular, the benefits of this proposed scheme to both the customer and the organisation are outlined. Springer-Verlag London Limited, 2000 Key words. Client/server technology nationallicence Generic frame-work nationallicence Internet support nationallicence Software industry nationallicence Three-tier infrastructure nationallicence Value chain nationallicence Noori H. Department of Manufacturing Engineering, The Hong Kong Polytechnic University, Hunghom, HK aut Lau H. Department of Manufacturing Engineering, The Hong Kong Polytechnic University, Hunghom, HK aut Wong T. N. Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong, Hong Kong, HK aut https://doi.org/10.1007/s003660050036 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s003660050036 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Noori H. Department of Manufacturing Engineering, The Hong Kong Polytechnic University, Hunghom, HK aut NATIONALLICENCE 700 1- Lau H. Department of Manufacturing Engineering, The Hong Kong Polytechnic University, Hunghom, HK aut NATIONALLICENCE 700 1- Wong T. N. Department of Industrial and Manufacturing Systems Engineering, The University of Hong Kong, Hong Kong, HK aut Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer