From Dissonance to Dialogue: A Token-Based Approach to Bridge the Gap Between Manufacturers and Customers

Abstract

This article presents a novel token-based recall communication system, which integrates Enterprise Resource Planning (ERP) systems and blockchain technology to enhance recall communication and cooperation between manufacturers and customers. We employed a design science research methodology to develop a set of design principles and features that support the interoperable system. Our findings demonstrate that we can significantly improve recall coordination, traceability, and co-value creation between involved parties. By focusing on the integration potential of traditional technologies like ERP systems with blockchain and token techniques, we reveal innovative synergies for both social and technical subsystems. The study explores the implications of the proposed system for both theory and practice, offering insights into the advantages and challenges of such integration. The evaluation conducted with industry experts demonstrates high reusability of the design principles.