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21 – 30 of over 5000
Article
Publication date: 5 February 2018

Lei Li, Qingyun Huang, KwanHo Yeung and Zhaoquan Jian

The purpose of this paper is to investigate the effect of human-computer interaction (HCI) on customers’ perceived electronic service (e-service) value and the mediating role of…

Abstract

Purpose

The purpose of this paper is to investigate the effect of human-computer interaction (HCI) on customers’ perceived electronic service (e-service) value and the mediating role of task-technology fit (TTF) in that effect.

Design/methodology/approach

This paper develops a model based on service-dominant logic (SDL) and TTF theory, and validates it using a hierarchical regression with the data collected from 634 online banking customers in Guangdong Province and Guangxi Zhuang Autonomous Region in China.

Findings

The findings reveal that HCI in e-service contexts comprises five components. Three fundamental components (i.e. technology functionality, customer technology readiness and task routine) contribute to value co-creation. Two core components (i.e. interaction between customer technology readiness and technology functionality, and interaction between task routine and technology functionality) are inhibitors, but the inhibitory effect of the former is only significant in the Guangdong sample. TTF takes a mediating role in these relationships, but the mediating effect of the former core component is only significant in the Guangdong sample.

Originality/value

This paper explains two basic questions about the trigger points of value co-creation in e-service contexts (i.e. what their operational definitions are and how to measure them) and unlocks the “black box” of value co-creation by taking TTF as a mediator. SDL and TTF theory are extended. The paper provides suggestions for how practitioners can efficiently advance value co-creation with customers.

Details

Industrial Management & Data Systems, vol. 118 no. 1
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 12 August 2011

Chien‐Hsiang Liao, Hsiuju Rebecca Yen and Eldon Y. Li

Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e‐service. However, the strength of this association can be impacted…

3138

Abstract

Purpose

Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e‐service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust toward a service provider. The purpose of this study is to investigate the effect of inconsistent quality on the association between e‐service quality and customer relationships in a university context.

Design/methodology/approach

This study conducted a web survey and 318 respondents who have both physical and e‐service experiences were collected. The inconsistent quality across channels was divided into three groups by k‐means clustering approach. Next, the hypothesized associations were analyzed using regression analysis based on three groups.

Findings

The results show that inconsistent quality has different impacts on the association between e‐service quality and customer relationships across the three groups. Especially in the positive disconfirmation group, the investment in e‐services will be in vain because certain e‐service sub‐constructs lose their impact on customer relationships.

Practical implications

The findings of this study provide implications for improving customer relationships under different cross‐channel quality inconsistency conditions for managers.

Originality/value

This study extends the concept of expectancy disconfirmation theory to the multichannel service context and pioneers the exploration of the moderating effect of cross‐channel quality inconsistency in customer relationships, contributing to the understanding of the literature about the impacts of inconsistent quality on customer relationships.

Article
Publication date: 1 June 2003

Jessica Santos

Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is…

38962

Abstract

Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels, service quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has incubative and active dimensions for increasing hit rates, stickiness, and customer retention. The incubative dimension consists of: ease of use, appearance, linkage, structure and layout, and content. The active dimension consists of reliability, efficiency, support, communication, security, and incentives. The importance and implications of each determinant are presented.

Details

Managing Service Quality: An International Journal, vol. 13 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 4 April 2019

Karen M. Gross Lopes, Marie Anne Macadar and Edimara Mezzomo Luciano

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value…

1138

Abstract

Purpose

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.

Design/methodology/approach

A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.

Findings

The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.

Research limitations/implications

The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.

Originality/value

The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

Details

International Journal of Public Sector Management, vol. 32 no. 5
Type: Research Article
ISSN: 0951-3558

Keywords

Article
Publication date: 4 December 2018

Rami Mohammad Al-dweeri, Antonia Ruiz Moreno, Francisco Javier Llorens Montes, Zaid Mohammad Obeidat and Khaldoon M. Al-dwairi

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in…

3461

Abstract

Purpose

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing.

Design/methodology/approach

The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com.

Findings

It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty.

Originality/value

The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

Details

Industrial Management & Data Systems, vol. 119 no. 4
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 20 August 2010

Jung‐Hwan Kim and Chungho Kim

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and e‐loyalty…

2690

Abstract

Purpose

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and e‐loyalty to understand geographic and cultural differences in relation to the international expansion of e‐business.

Design/methodology/approach

The data for the study were collected from college‐age internet users in the USA and Korea. A total of 361 questionnaires were deemed as usable for data analysis. Regression analyses were used to test the conceptual model.

Findings

Privacy and efficiency significantly affected overall e‐service quality and e‐satisfaction for respondents in both Korea and the USA. As for Korean respondents, system availability and fulfillment were significant factors that affected overall e‐satisfaction. The relationships among overall e‐service quality, e‐satisfaction, and e‐loyalty were positively significant between the two countries.

Practical implications

Using two sets of data from the USA and Korea, the paper examined important e‐service quality dimensions in producing overall e‐service quality and e‐satisfaction which in turn influence e‐loyalty based on respondents' actual shopping experience. The dimensions identified in the study are based on a full assessment of an e‐service experience. Global e‐retailers can use the dimensions identified by the paper to better assess their service performance on an international level.

Originality/value

The paper is unique in that it is one of the first cross‐cultural examinations of how consumers in two different countries perceived e‐service quality using e‐SQ scale developed by Parasuraman et al.

Details

Journal of Research in Interactive Marketing, vol. 4 no. 3
Type: Research Article
ISSN: 2040-7122

Keywords

Article
Publication date: 28 October 2013

Yan Jin and Ngozi Oriaku

Business-to-consumer (B2C) electronic service (e-service) allows a company to decrease transaction costs, expedite delivery time, and serve more customers. Flexibility lets…

2456

Abstract

Purpose

Business-to-consumer (B2C) electronic service (e-service) allows a company to decrease transaction costs, expedite delivery time, and serve more customers. Flexibility lets e-service providers improve their service without costly and time-consuming infrastructure overhauls to cope with the changing business environment. Little work has been done to associate flexibility with e-service. This paper aims to provide a conceptual taxonomy of e-service flexibility in line with the online purchase in a customer activity cycle (CAC), as well as a theoretical model to investigate the relationships among a company's internal flexibility, e-service flexibility, customer readiness and firm performance.

Design/methodology/approach

Based on an extensive review of e-service and flexibility literature, the paper develops a taxonomy of B2C e-service flexibility in a CAC framework and a conceptual model to show the influence e-service flexibility exerts on firm performance and the factors that support e-service flexibility.

Findings

This research identifies the important e-service flexibility in each CAC stage, discusses the influence of e-service flexibility on firm performance and an organization's internal flexibility supporting e-service flexibility, and argues that customer readiness has an important influence on firm performance as well.

Research limitations/implications

The conceptual model of e-service flexibility and propositions need further empirical validation.

Practical implications

This paper should help managers identify the critical e-service flexibility that satisfies their customers and the core internal flexibility that supports flexible e-service. It should help managers consider customer limitations when developing e-service flexibility.

Originality/value

This research sets some theoretical and research foundation for future empirical studies. First, the research provides a conceptual definition of e-service flexibility in line with the CAC. Based on the definition, measurements of e-service flexibility in each stage of CAC could be developed and the e-service flexibility construct could be validated. Second, the conceptual model outlines the relationships between a company's internal flexibility, e-service flexibility, customer readiness, and firm performance. The theoretical model provides the foundation for empirically testing the influences of interactions between a company and their customers on firm performance.

Details

Management Research Review, vol. 36 no. 11
Type: Research Article
ISSN: 2040-8269

Keywords

Article
Publication date: 5 October 2012

Hung Tai Tsou

The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e‐service product innovation.

2797

Abstract

Purpose

The purpose of this paper is to describe the relationships among collaboration competency, partner match, knowledge integration mechanisms (KIMs), and e‐service product innovation.

Design/methodology/approach

Data were collected from 118 financial firms in Taiwan. IT managers were chosen as the source for data collection. Furthermore, partial least squares (PLS) was used to address sophisticated data analysis issues.

Findings

Collaboration competency and partner match relate positively to KIMs, which in turn relate positively to e‐service innovation. In addition, partner match relates positively to collaboration competency. Also, the findings show support for the mediating effect of KIMs on the relationship between collaboration competency and e‐service product innovation.

Research limitations/implications

First, KIMs are the central mechanism through which collaboration competency enhances e‐service product innovation is novel and noteworthy. Second, the study can help researchers to better comprehend partner match and analyze it as a partner‐led enabling mechanism. Third, this study extends an important direction for service product innovation research that lies in adopting an e‐service innovation perspective.

Practical implications

IT managers should mobilize collaboration competency in conjunction with KIMs and should highlight the centrality of KIMs in e‐service product innovation. Managers should examine whether the firm has the necessary technologies to develop particular levels of new e‐service products and to determine which technologies need to be developed. They would also need to consistently and synergistically align their strategic innovation choices.

Originality/value

The findings of this study fill the gap in the service management literature that currently fails in examining these determinants that affect e‐service product innovation. First, the paper helps to clarify the nature of e‐service product innovation. By studying de Brentani's classification of innovations, the paper views e‐service product innovation as two types of radical and incremental innovations that affect the ability of a firm to deliver desirable new services/products to customers via the internet. Second, based on Gallouj and Weinstein's work, the paper addresses the visibility (i.e., tangible or intangible of technical characteristics) and the degree of standardization (i.e., specifying service characteristics, making service characteristics less hazy and more concrete, and giving service characteristics a shape), which constitute innovations in e‐service products.

Article
Publication date: 10 November 2020

Ahmet Demir, Lubna Maroof, Noor Us Sabbah Khan and Bayad Jamal Ali

In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed structural…

2765

Abstract

Purpose

In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed structural equations modeling (SEM).

Design/methodology/approach

The purpose of this paper is to elaborate the direct and indirect effects of e-service quality on perceived value, satisfaction and willingness to pay for online meeting platforms in the education sector. This study also explores the effect of e-service quality on users' perception and satisfaction.

Findings

The results reveal that e-service quality directly affects the perceived value and satisfaction but has no direct effect on the willingness to pay. Secondly, perceived value and satisfaction mediated the relationships between service quality and willingness to pay. However, it is observed that perceived value has a more significant impact on the willingness to pay compared to satisfaction. It is further reported that perceived value is one of the antecedents of satisfaction. The study also explores the direct relationship between perceived value and willingness to pay, and introduces satisfaction as a mediating variable between perceived value and willingness to pay.

Research limitations/implications

The sample is geographically limited as only online faculty and staff working at private universities participated in the study. This study has implications for administrators of higher educational institutions and companies providing IT solutions for online meetings. From a managerial standpoint, this study provides and IT companies a broad theoretical basis that designing a successful online meeting platform should specifically emphasize e-service quality, perceived value and customer satisfaction.

Originality/value

There is no study that evaluated the links among e-service quality, value, satisfaction, and willingness to pay for the online meeting platform services. Therefore, this study is useful for the private university administration and online meeting platform developers and investors.

Details

Journal of Applied Research in Higher Education, vol. 13 no. 5
Type: Research Article
ISSN: 2050-7003

Keywords

Article
Publication date: 31 July 2009

Ulf Melin and Karin Axelsson

The purpose of this paper is to contribute to a better understanding of the progress and the success vs failure in e‐government development, based on case studies of two…

2118

Abstract

Purpose

The purpose of this paper is to contribute to a better understanding of the progress and the success vs failure in e‐government development, based on case studies of two inter‐organizational (IO) e‐service projects.

Design/methodology/approach

The analysis in the paper is made from an e‐government systems development life cycle perspective and a challenge and success factor perspective. The point of departure is theory and a comparative analysis of two e‐government projects.

Findings

The main results in this paper are: a combination of perspectives (in a project stage and analysis grid) that can serve as a support when managing e‐service development and a set of identified crucial success factors within an IO e‐government project including project manager skills and position in the agency organization as well as when and how systems maintenance issues are introduced into a project. Existing theory and perspectives are also criticised based on the present study.

Practical implications

Lessons to learn from a challenge and success factors perspective in two different e‐government projects, and suggestions to revise an e‐government development life cycle in order to perform a better practice in the field. The revised/developed project stage and analysis grid presented in the paper is one way to deal with the challenges related to the management of e‐service development in the public sector.

Originality/value

The paper addresses a number of challenges of complexity and risk that e‐government initiatives face. It is not an easy matter to realize such initiatives' potential. A key research issue for the e‐government field, as well as the information systems field in general, is to understand why some projects progress to success while others end in failure. This is the niche for the present paper.

Details

Transforming Government: People, Process and Policy, vol. 3 no. 3
Type: Research Article
ISSN: 1750-6166

Keywords

21 – 30 of over 5000