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A Study on Guarantee Process in the B2B e-Marketplace  

Koh, Jae-Moon (School of Industrial Engineering, University of Ulsan)
Seo, Jun-Yong (School of Industrial Engineering, University of Ulsan)
Publication Information
IE interfaces / v.16, no.3, 2003 , pp. 322-331 More about this Journal
Abstract
Most of existing studies for B2B are concerned with efficient search and/or negotiation. But nevertheless it is important to provide quick and transparent guarantee to the buyer, it is hard to find studies related with it. This article suggests the guarantee process for customer satisfaction after purchasing in B2B e-marketplace under make-to-order manufacturing environment. The process consists of three modules; a request and response, a feedback processing, and a work inquiry. Each of them is adopted according to the source of defect and business relationship of buyer, seller, provider, and repairer. All of the process is implemented in user-friendly fashion and a case is presented for the enterprise portal site.
Keywords
B2B e-marketplace; guarantee process; MTO; claim; working inquiry;
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