While mass customization is the tailoring of products and services to the needs and wants of individual customers, web site customization is the tailoring of web sites to individual customers? preferences. Based on a review of site customization applications, the authors propose a model with four different levels standardization, adaptation, passive personalization, and active personalization). Each of these levels requires a different level of involvement of both the supplier and the customer. Based on an extensive review literature the authors then develop conceptual models of the determinants of site customization from both a customer?s and a supplier?s point of view. Both models contain the factors that determine the willingness of a party (customer or supplier) to get actively involved in web site customization. Some factors have a positive impact on the willingness to customize while others have a negative impact. Managers engaged in site customization projects should realized that site customization is not an undisputed topic. Its success will be context dependent. The presented conceptual models can be used to analyze the essentials of a particular context and to assess the potential of web site customization.
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Paper provided by University of Groningen, Research Institute SOM (Systems, Organisations and Management) in its series Research Report with number
06F07.
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