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E-commerce facilitates mass customization by leveraging technology to gather and analyze customer data, allowing businesses to understand individual preferences and needs. Online platforms enable customers to easily customize products through interactive interfaces, selecting features, colors, and sizes tailored to their specifications. Additionally, automated production processes and just-in-time inventory systems streamline the manufacturing of unique items, making it economically viable for companies to offer personalized products at scale. This combination enhances customer satisfaction and loyalty, as consumers feel more connected to products that reflect their personal tastes.

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Discuss the shift from mass marketing to mass customization?

Philip Kotler, (1989) "From mass marketing to mass customization", Strategy & Leadership, Vol. 17 Iss: 5, pp.10 - 47


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Flared fenders and spoilers on cars is a good example.


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Mass customization is an operations functional strategy. According to the text, mass customization requires flexibility and quick responsiveness. Appropriate for an ever-changing environment, mass customization requires that people, processes, units, and technology reconfigure themselves to give customers exactly what they want, when they want it. The result is low-cost, high quality, customized goods and services. Mass customization is one way to support a differentiation strategy in a hypercompetitive market in which customers are demanding a highly differentiated product at a reasonable price. The customer is primarily interested in purchasing a product designed to its own specifications and delivered where and when it needs them. Even though price may be secondary to specific product characteristics, it cannot be significantly higher than the price for a mass produced good.


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