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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.

Despite having been widely studied in traditional (bricks‐and‐mortar) services, the effect of service failures and recovery (SFR) on customer loyalty has received only limited attention in the context of e‐services. This paper sets out to empirically test the following set of hypotheses in an e‐service setting: H1, service failures have a negative effect on customer loyalty intentions; H2, failure resolution has a positive effect on customer loyalty intentions; H3, satisfaction with the recovery has a positive effect on customer loyalty intentions; H4, outstanding recovery results in loyalty intentions which are more favorable than they would be had no failure occurred (service recovery paradox).

The paper is based on an online survey of actual customers of a commercial e‐banking service.

H1‐H3 are supported, suggesting that: the detrimental effects of failures are also present online; problem resolution leads to increased loyalty; despite the challenging nature of online failures and the reduced degree of human interaction, it is possible to achieve effective recovery in e‐services. H4 is also supported. We observes a recovery paradox effect but it only take place for a small proportion of “delighted” customers, i.e. those who perceived an outstanding recovery. Although unlikely, the impact (size effect) of outstanding recovery on loyalty is substantial.

Future research should examine other types of e‐services.

E‐service delivery systems should be designed with a strong failure‐prevention mindset and include effective service recovery mechanisms. However, in general, e‐service providers should not look at superior recovery as a substitute for error‐free service. Despite not being a viable strategy in general, delighting customers in the recovery may make sense for the most profitable customers.

The paper provides empirical evidence of the effects of SFR in the context of online service, an area which has received limited attention to date. Unlike other research, this paper draws on data from customers of an actual e‐service and therefore benefits from increased external validity.

This study aims to explore under which institutional and organizational conditions the national e-government reform efforts of EU member states lead to very high availability of e-services.

Following e-government literature of information systems and public administration research, this study applies an analytical framework encompassing characteristics of the national politico-administrative system (state structure, government capacity, managerial innovation orientation and civil service system) to understand why a common policy framework does not lead to convergence but great variety in the degree of e-service availability. A comparative case study approach using fuzzy set qualitative comparative analysis (fsQCA) is applied to systematically compare e-service availability in the former 28 EU member states.

Three configurations of sufficient conditions are identified: government capacity in conjunction with either bureaucratic human resource practices, centralized state structure or managerial innovation orientation. Three country clusters are derived: effective bureaucrats, effective centralists and effective managers.

The results demonstrate the importance of administrative effectiveness for the digital transformation. Rather than mimicking best practices, countries are advised to learn from better performing countries that are most similar in terms of institutional and organizational characteristics of the politico-administrative system.

The purpose of this paper was to assess the Web 2.0 competencies’ levels of academic librarians in selected libraries from two library consortia KLISC in Kenya and GAELIC in South Africa and how these competencies can be sources of empowerment for the effective provision of e-services. As service organizations, academic libraries face challenges similar to those in other service sectors. One of the major challenges includes that of providing not only quality print resources but also quality e-services. Globally, academic librarians use various Web 2.0 technologies to engage with their library users and colleagues and for their information work. Academic librarians are now, more than ever, expected to be empowered and build diverse voices, perspectives and arguments into library collections and services. Most of the youths (academic library users) in developing countries like Kenya and South Africa are heavy users of Web 2.0 technologies. This presents a challenge for their academic librarians who must augment their traditional library skills with Web 2.0 technologies for provision of effective e-services. This study explores the interconnections between librarian empowerment, traditional librarian skills and Web 2.0 competencies for effective e-services.

Survey method of research was used to conduct the study. Purposive sampling was used to select a homogeneous sample of academic librarians and libraries that use the Web 2.0 technologies. An online questionnaire with both closed and open-ended questions was used to collect data. The Web 2.0 competency levels were analyzed and presented using descriptive statistics. To achieve more robust findings and to illustrate the implications of Web 2.0 for librarian empowerment, the ATLAS. ti software was used to illustrate interconnections between librarian empowerment, traditional librarian skills and Web 2.0 technologies. The emerging codes and themes are presented in three network views.

The findings from the quantitative data indicate that the majority of the librarians have intermediate competency levels in Web 2.0 technologies. The findings from the qualitative data show that Web 2.0 tools and librarian empowerment can be used to illustrate interconnections in content collaboration tools, bookmarking tools and SNSs. Web 2.0 competencies can transform knowledge-sharing activities, augment existing authoritative information service, foster interaction and market information products and services. This study redefines librarian empowerment through competency in Web 2.0 tools and new roles for effective e-services.

This paper proposes that librarian empowerment through Web 2.0 competencies is essential in augmenting traditional library skills and in providing effective e-services. This manuscript describes original work and is a re-submission EL-08-2015-0143.R1 due to expired deadline in this journal. Both authors approved the manuscript and this submission.

This paper aims to explore the feasible mining and proper selection of QoS‐aware services for a P2P‐based business process enactment framework, and enhance the relevant workflow prototype. Design/methodology/approach – Through observing and analysing unpredictable dynamic changes that commonly exist in e‐service workflow, a set of QoS specifications and monitoring mechanisms in a P2P workflow framework is proposed. These specifications are an evolving extension of services' description with semantic web facilitators for P2P‐based e‐services.

It has been demonstrated that the QoS‐OWL approach can be effectively used to describe and exploit e‐services, particularly in a decentralised environment. QoS‐OWL is also able to provide the deliberation of geographic information for e‐services, and facilitates the peers' effective cooperation and automates business processes. It is recommended that the approach be adopted in the dynamic online information system environment to increase efficiency and reduce costs in running e‐services.

The QoS attributes discussed in this paper are relatively typical for benchmarking purposes, so the extension of the QoS metrics specifications and related protocols need to be discussed in future work.

The authors propose an approach to dynamically selecting appropriate service‐oriented peers in a P2P network, where the composition of e‐services in a business process can be enhanced significantly. The approach is based on ontology and QoS perspectives, and the descriptions of services have rich semantic features in an attempt to make the service selection more intelligent and reliable. Therefore the proposal offers e‐service providers innovative initiatives to re‐engineer their business services.

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.

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

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.

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.

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.

Given the severe impact of coronavirus disease 2019 (COVID-19) on bank business activities, this study aims to examine how green brand image and online trust affect customers' continuance intention (CI) under the boundary condition of perceived effectiveness of e-services (PEES).

An extensive review of the green marketing perspective was conducted to identify the incremental contributions of the current study (e.g. extensions of online trust and PEES). The authors used the common questionnaire survey strategy for the data collection while applying the partial least squares technique for further analyses.

Using data from 460 bank customers, the findings indicated that online trust positively mediates the relationship between green brand image and CI under the moderating effect of PEES. At high levels of PEES, online trust exerts strongest effect on customers' CI.

This study responds to the emerging call for understanding the PEES role, under which online trust leads to CI in the context of the global pandemic.

The authors provide bank managers with a helpful extension of green marketing with PEES to manage online trust and customer intention, thereby increasing the managers' strategic effectiveness.

The current study explores the moderating role of PEES that plays in the green brand image, online trust and CI relationships, in responding to the pandemic situation.

This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service.

A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data.

E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service.

The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service.

The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study.

The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library.

The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure.

Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries.

This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents.

A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale.

The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction.

The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process.

This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.