Impact of information systems on customers

The distinction between "users" of information systems of an organization and "customers" of the organization has not surfaced clearly in the literature on information systems planning and implementation. Also, the impact of the organization's information system on its customer is neither assessed nor clarified. This paper seeks to expose and, to some extent, fill these gaps. Based on his experience, the author derives three classes of assumptions likely to be made by organizations in managing the interface with their customers. Possible implications of such assumptions are discussed, and suggestions for planning the interface are offered.