Adding Value to SMEs in the Courier Industry by Adopting a Web-Based Service Delivery Model

The aim of this research is to design a framework for a Web system that is intended for linking small and medium transport companies with their customers. The unique aspects of the framework are two-fold. The framework utilizes Web services, which means that it can be applied to existing software and hardware environments. This reduces the need for specialized integration and development, the cost of which becomes a further barrier to SMEs in adding value to customers through existing systems. The framework is additionally designed to link both communities of SMEs and customers in a fledgling digital ecosystem arrangement. Such arrangements offer inherent added value to both types of participants.