Flexibility Concept: Facilitating Post-sale Changes in Online Reservation System

The implementation concept of virtual intermediate,
so called intelligent systems, to Business to Consumer (B2C)
applications enhances the flexibility of B2C systems up to a
certain level. This paper raises the question if the current
intermediate systems are flexible enough? Current intelligent
intermediate systems provide flexibility only in terms of general
information, which could be more useful in taking decisions with
respect to pre-sale flexibility. Actual replacement of human agent
with a virtual intermediate system could be attainable in a postsale
flexibility scenario, if it is really supported in terms of
‘flexibility’. In this paper we propose how to deal post-sale
flexibility in online airline reservation systems. This is achieved
with the help of different scenarios related to customer service
life cycle. This paper proposes incorporation of missing stages
within the customer service life cycle, intended to enhance the
functionality of existing systems.