Demand chain management+response management=increased customer satisfaction

Purpose - The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require specific customer service responses.Design methodology approach - The paper presents a conceptual model that is based on research into the applications of response management.Findings - This paper suggests validity of the proposed model but also identifies the need for further research.Practical implications - The paper assumes that management has the awareness and the skills set to manage and deliver added value to customers by implementing a more relevant model.Originality value - This paper offers examples of organisations that are responding to market and customer expectations using response management models.