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The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium – here called “e‐trust” – is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e‐commerce context. In the study, e‐trust is found to directly affect loyalty. The e‐service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e‐trust and e‐satisfaction. Other e‐quality dimensions, such as ease of use, e‐scape, responsiveness, and customization influence e‐loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided.

Allocating budget optimally to marketing channels is an increasingly difficult venture. This difficulty is compounded by an increase in the number of marketing channels, a rise in siloed data between marketing technologies, and a decrease in individually identifiable data due to legislated privacy policies. The authors explore the rich attribution modeling literature and discuss the different model types and approaches previously used by practitioners and researchers. They also investigate the changing landscape of marketing attribution, discuss the advantages and disadvantages of different data handling approaches (i.e., aggregate vs. individualistic data), and present a research agenda for future attribution research.

The Covid-19 pandemic and the related closures and lockdowns have changed how consumers shop for products and how they consume them. In this paper, the authors focus on how customers' journeys from the awareness stage down to purchase and loyalty stages have been impacted by the pandemic across different product categories and markets and how they affect the same post-pandemic. The authors propose directions for future research based on our analysis.

Analyzing the components of customer utility, the authors provide the basis for the rapid shift towards online and digital touchpoints and the nature of emerging interactions between firms and consumers. The authors highlight those areas where changes could be permanent.

The authors show why some of the changes due to the Covid-19 pandemic could be permanent and irrevocable and what this implies for firms' strategies to acquire, retain, and grow their business with their customers.

The authors highlight why omnichannel strategies are the way for firms to thrive in the post-pandemic marketplace, and outline areas for future research that will allow researchers to examine how customer journeys will evolve post-pandemic.

Purpose – With the rapid proliferation of digital technology for creating and disseminating content in different forms – textual, music, video – both firms and consumers have a number of alternative technology and formats available for creating and consuming content. While this has led to more value for consumers, the firms have had mixed results. Some firms have seen their value erode through the adoption of newer formats as compared to the older ones (e.g., streamed music format vs. CD format), and other firms have been generally reluctant to embrace newer technology and formats for the similar reasons.Design/methodology/approach – In this chapter, we review the research issues in designing and pricing such digital content and formats and the various strategies that firms can adopt in ensuring that both firms and consumers benefit through the use of newer formats.Findings – We review and discuss the extant research in this domain and identify research issues for future research.Value/originality – As more traditional products morph into digital services, it is critical that these issues are addressed so that the content creation industry can survive in the short term and prosper in the long term.

This paper aims to thoroughly review the research literature concerning e‐service in the public sector (2000‐2009) for the purpose of summarising and synthesising the arguments and ideas of the main contributors to the development of e‐service research and explore the different perspectives. In addition, the paper attempts to identify the key characteristics of e‐service; and to gather conceptual perspectives on the nature, scope, and transformation to e‐service.

A classification of the relevant publications that are concerned with the theory and application of e‐service is presented together with potential future research areas.

Most of the literature has focused on the underlying perspectives of approaches to e‐service. It clearly acknowledges that contextual issues and factors influence e‐service. However, there is still no standard definition of the concept and vagueness about what exactly e‐service is, creating confusion and comparability issues, and making it difficult for researchers to build on each others' work. In addition, the key underlying theme throughout the literature is that e‐service in the public sector necessitates closer working relationships between government stakeholders.

By reviewing the relevant publications, the paper develops a clear articulation of the concept, nature, boundaries, components, and elements of e‐service which is significant in order to understand the e‐service research better and manage e‐service in the public sector. With a rapid growth in the volume of research output on the topic of e‐service, the paper considers different viewpoints, theories, and methods in e‐service research to date to draw conclusions about current status and possible future directions for e‐service in the public sector.

This paper seeks to describe the development of a web‐based system for managing and assessing suppliers, presenting the system design and interface of the prototype and discussing the applicability of the system.

In this paper critical assessment criteria and factors for managing supplier quality (MSQ) were identified through literature review and a mail survey of manufacturers in Hong Kong. Using the Analytic Hierarchy Process methodology, a self‐assessment model comprising these criteria and factors was developed. Industry experts were invited to determine the relative weighting of these criteria and factors. A software was developed to support the assessment system.

The findings in this paper identified criteria addressed strategic alliance, supplier development and supplier monitoring. The critical factors encompassed buyer‐supplier partnership, technology and information sharing, sourcing strategies, supplier evaluation and motivation, and issues on performance measurement and improvement. A self‐assessment model comprising these criteria and factors was developed.

The paper shows that in future work, more best practices of supplier management will be identified to enrich the knowledge base of the system in order to further develop the assessment system to an expert system.

The findings in this paper were incorporated to develop a prototype web‐based system for self‐assessment with promising industrial validation results.

In this paper, a novel self‐assessment system was developed for supplier quality management. It is of great value for quality management theory and practice.

This paper aims to explore whether firms that integrate only with partners adjacent to them in the supply chain exhibit different patterns of supply chain practice and performance than those that also integrate with partners more distant in the supply chain.

Cluster analysis of survey data is used to partition firms based on the span of the supply chain involved in their integration efforts.

Firms with a broad span of integration have a greater focus on alignment with suppliers and customers, and have more of a supply chain focus than those with a narrow span. They also demonstrate higher levels of performance attributable to supply chain relationships.

Results highlight the importance to supply chain professionals of taking a broad view of the supply chain rather than focusing only on first tier suppliers and customers. They also suggest the importance of exploring opportunities to facilitate broader participation in supply chain integration efforts.

Past research has identified the importance of supply chain integration without addressing the importance of how much of the supply chain should be involved in such efforts. This study provides empirical support for the need to involve partners across the supply chain.

To define and test an approach for the evaluation of the quality of e‐service provided in the LPS sector.

The study hypothesises a correlation among e‐service content quality, technological complexity of web sites, and the application of criteria for assessing efficiency, effectiveness, and transparency through organisational re‐engineering induced by e‐service. A model for describing the e‐service quality in the local public service sector is then defined.

Provides a methodology for measuring the quality of e‐service in terms of functional quality. It is based on the relationship between benefits for customers and web site technological complexity, assumed to be represented by the level of organisational changes adopted by firms.

It is necessary to analyse organisational changes actually applied. It would be important to discuss in detail the relevant dimensions of e‐service quality in the public sector.

The proposed approach should allow managers operating in public‐service organisations to develop useful operational frameworks for e‐service quality‐control systems – based on an analysis of the interactions and transactions made available to their stakeholders.

This paper addresses the increasing demand for transparency, efficiency, and effectiveness in e‐service provision in the local public service sector. It provides a framework for understanding how the e‐service is provided, how it can be evaluated, and how to assess e‐service quality in terms of the content of the developed web sites.

The aims of this paper are to identify and classify the knowledge resources that shape intellectual capital (IC) within the marketing function, to develop and validate a related scale and to demonstrate the scale's applicability in an empirical context.

A literature-based approach was adopted to identify and classify knowledge assets in the field of marketing. The new scale's content was then tested in a number of companies with different profiles. A subsequent survey of a representative sample of 346 Spanish firms sought to validate the scale and to assess those companies' marketing-related IC.

The literature search provided the basis for a marketing-related IC architecture comprising three main categories, nine subcategories and eighty items whose validity was tested and confirmed. The survey revealed that marketing-specific human capital (HC) is the most developed knowledge resource in Spanish firms, followed by marketing-specific relational capital (RC), while marketing-specific structural capital (SC) is the least developed. Significant differences were also found among companies with different profiles (B2C vs B2B, high-tech vs low-tech and manufacturing vs services).

This study makes a valuable contribution to the IC literature as one of the first to deploy the general IC framework in a specific functional area (here: marketing and sales) for more meaningful and in-depth assessment of firm-specific knowledge resources.