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Mass Customizing IT Service Agreements – Towards Individualized On-Demand Services

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This article suggests applying the well known principle of mass  customization to balance individuality and standardization in service agreements. Dependent on the commitment modularity type, its employment may not only save time and resources at the point of customer involvement but also allow the predefinition of repeatable processes in IT-operations. Authors develop a typology for positioning and classifying IT-service providers as mass customizers of service agreements. This categorization is based on commitment modularity types and points of customer involvement in the IT-service life cycle.

This research result was described by Sanja Tumbas (13. August 2011 - 14:31)
This research result was last edited by Sanja Tumbas (16. December 2011 - 22:07)

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