Web services and flexible business processes: towards the adaptive enterprise
Information and Management
Web services and flexible business processes: towards the adaptive enterprise
Information and Management
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This paper discusses a solution based on Webservices and Service Oriented Architecture involvinginterorganizational information systems in the contextof multi-channel integration in retailing industry.Distribution intensive industries such as retailing haveseen a proliferation of distribution channels. This is inpart triggered by the intense competition as well as theretailers' drive to reach the customers through allpossible channels. As the number of channels for aretailer increases, managing the dynamics of customerbehavior in the multi-channel environment becomescomplex. Customers have an option of interacting withretailers across a number of channels. Acquiring andretaining customers requires that relationshipmanagement applications should be able toaccommodate the various channels. In this paper, weprovide an overview of the benefits of using Webservices in multi-channel integration and related retailprocesses. We propose a reference service orientedarchitecture for usage of Web services involving interand intra company systems for multi-channel integration.