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How do you efficiently design a global yet local user experience for Web sites? Arguably, the user-centered design approach has been one of the best methods in designing a successful user experience for Web services in the initial market, but why isn’t this process applied to international markets? This chapter makes a case for applying a user-centered design process to the international expansion of Web sites and discusses issues impacting the creation of a successful user experience for local audiences. Although this chapter primarily focuses on designing large scale Web services, many of the principles can be applied to any sites that undergo internationalization.

The purpose of this paper is to analyse the problems associated with the development of e‐government in Southern Africa Development Community (SADC) countries and propose a novel framework for adopting service orientation. This framework includes a new approach and architecture for implementing service orientation called SBA‐eGOV (Service Based Architecture for E‐Government).

A comprehensive literature review was carried out to study various service oriented architecture (SOA) adoption strategies and implementation methods. The most appropriate adoption strategy and implementation method were selected. Web service adoption and implementation/development methodologies were designed separately, and then integrated to form one single framework. Web services best practices were studied to identify the specificities of web services for e‐government projects in SADC countries. A service orientation framework, which includes a service orientation development/implementation method, was developed for e‐government projects. Data from the UN report on e‐government readiness for year 2004‐2010 were analysed.

The trend showed that the e‐government index of SADC countries has been stagnating (even degrading) since 2005. One of the main reasons is the lack of software application integration. The main area of weakness is the lack of a complete framework for adopting and implementing web services. A framework for adopting service orientation, developing web services and deploying e‐services is required to enable application software integration.

By applying the proposed framework, e‐services can be deployed more rapidly to citizens, businesses and government departments.

SBA‐eGOV can be adopted by countries where e‐government projects have completed the “Internalisation” and “Interaction” stages and use to deliver e‐services to citizens.

This work comprises development of a new framework, SBA‐eGOV, which consists of a service‐orientation adoption methodology, a service‐orientation implementation methodology and a service‐based architecture for government. SBA‐eGOV is a novel and complete framework which addresses service‐orientation adoption, development and implementation. To date, no such research work has been undertaken to analyse and solve the problems surrounding e‐government projects in SADC.

This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating whether customers with different profiles (demographics, pattern of use of the service, and pattern of channel use) attach different levels of importance to different dimensions of web site quality.

The study is based on path analysis of data collected from multiple sources in a commercial e‐service setting (e‐banking): data from an online survey of the customers of the e‐service; data stored in the transaction and log files generated by the operation of the e‐service over time; and data from the e‐service provider's customer database and back office IT systems.

The results suggest that: customer demographics, pattern of service use, and pattern of channel use have no influence on the importance attached by customers to web site quality dimensions; and customer demographics affect the pattern of use of an e‐service.

Future research should examine this question in other types of e‐services and should examine other types of profile variables.

Service providers may not need to employ customization at the level of web site quality dimensions. The findings support the existence of the concept of an “optimal” web site design for quality.

The paper answers calls for an increased understanding of the design of high quality e‐services and for multidisciplinary research in the field of services management, in particular, incorporating operations management perspectives.

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

Many service-oriented software engineering (SOSE) methods from industry and academia claim their compliance with SOA and SO, but there is a lack of framework to assess the existing methods or to provide new ones. First, the paper questions: (Q1) to what extent an approach would consider the three aspect: service, composition, and management to deliver software solutions that are conformed to SO and SOA principles; (Q2) to what extent an approach would consider the aggregates of a method, including representation techniques, assisting tools, and inspection techniques to assess the delivered solution (service and composition), in addition to the process; and (Q3) to what extent an approach would consider the alignment of business and IT through the application of model-driven development by using standards such as model-driven architecture. Then, the paper compares four generic approaches: top-down, bottom-up, green-field, and meet-in-the-middle, within a framework, to highlight their strengths and weaknesses. Finally, the paper aims to propose a business-oriented approach that focuses on the value a business can add to its customers, whereby the value must be specified in a contract to be largely re-used.

This work develops a framework as an abstract model for SOSE generic methods. Then, it uses the framework as an analytical study to compare the generic methods and come up with research issues and a new method for SOSE.

A set of guidelines that a SOSE method develops should consider when selecting or developing a new method.

Comparison of existing SOSE methods within the findings of the proposed framework. The paper has theoretical implications as the open issues provide a research roadmap towards the realization of SOA in accordance with a maturity model.

This has practical implications as it: provides a better understanding of the approaches, as they are ambiguously used by the existing methods; and assists developers in deciding an approach having the necessary knowledge related to its process, strengths and weaknesses.

None of the existing comparison framework has raised the level of abstraction up to generic methods such as top-down, green-filed, meet-in-the-middle and bottom-up.

This column aims to examine web design methodology given the rapid proliferation of internet accessible devices, and to offer as a solution responsive web design. Responsive web design changes the focus from being device and template centered to being content centered, which is appropriate for the types of services that libraries offer in the web context.

This is an exploratory column. A brief review of the current literature regarding responsive web design was done prior to writing the column.

Libraries should benefit greatly, both regarding the time invested in web design, as well as the effectiveness of services offered on the web, if responsive design is adopted.

Responsive web design is relatively new, and is still being explored by professional web developers. Libraries that are able to adopt this methodology early on will be ahead of the curve of rapidly multiplying devices used to access the internet.

Pervasive computing environments such as a pervasive campus domain, shopping, etc. will become commonplaces in the near future. The key to enhance these system environments with services relies on the ability to effectively model and represent contextual information, as well as spontaneity in downloading and executing the service interface on a mobile device. The system needs to provide an infrastructure that handles the interaction between a client device that requests a service and a server which responds to the client's request via Web service calls. The system should relieve end‐users from low‐level tasks of matching services with locations or other context information. The mobile users do not need to know or have any knowledge of where the service resides, how to call a service, what the service API detail is and how to execute a service once downloaded. All these low‐level tasks can be handled implicitly by a system. The aim of this paper is to investigate the notion of context‐aware regulated services, and how they should be designed, and implemented.

The paper presents a detailed design, and prototype implementation of the system, called mobile hanging services (MHS), that provides the ability to execute mobile code (service application) on demand and control entities' behaviours in accessing services in pervasive computing environments. Extensive evaluation of this prototype is also provided.

The framework presented in this paper enables a novel contextual services infrastructure that allows services to be described at a high level of abstraction and to be regulated by contextual policies. This contextual policy governs the visibility and execution of contextual services in the environment. In addition, a range of contextual services is developed to illustrate different types of services used in the framework.

The main contribution of this paper is a high‐level model of a system for context‐aware regulated services, which consists of environments (domains and spaces), contextual software components, entities and computing devices.

The Internet is changing the way businesses operate today. Firms are using the Web for procurement, to find trading partners, and to link existing applications to other applications. Web services are rapidly becoming the enabling technology of today’s e‐business, and e‐commerce systems. We are having a massive impact on the way businesses think about designing, developing, and deploying Web‐based applications. Web services may be an evolutionary step in designing distributed applications, however, they are not without problems. There are issues relating to security, transactions and scalability that need to be addressed. This paper addresses security concerns in Web services and the role of technology trust.

The purpose of the paper is to present usability heuristics for the evaluation of public library web services.

Heuristics for library services are based on Nielsen's classical list of heuristics and results of previous usability research of library web services. A total of 15 public library web sites were evaluated on the basis of these applied heuristics. One part of the study was supported through usability tests. The results of these studies were utilized to evaluate the applied heuristics.

The applied heuristics are divided into three categories: heuristics critical from the usability viewpoint; heuristics concerning major problems; and heuristics connected to minor usability problems but still important and concerning conventions of web design. The use of the heuristics and the results they give are evaluated to provide a basis for their use in future.

The applied heuristics lists have been tested in two different studies, and the combined list based on them has so far been utilized in practical evaluation, but has not been formally tested.

The heuristics for library web services presented in this paper can be applied to usability evaluation of public library web services.

Library web sites should be user friendly, because the services are meant for all citizens. The applied heuristics for public library web services provide a starting point for usability evaluation that can be continued with other methods.

The purpose of this paper is to examine the role of the balanced scorecard methodology in web services quality. A balanced scorecard framework is developed for web services quality by identifying critical success factors that make up the business objectives, measures, targets, and initiatives.

The framework of web services quality applying the balanced scorecard methodology is developed by integrating the theory of balanced scorecard and web services. Then, case studies with two organizations in the agricultural industry are deployed to test the framework of the balanced scorecard.

The findings of the exploratory case studies suggest a cyclic process that was created with the use of the balanced scorecard approach to evaluate the quality of web services applications and in order to integrate quality and to provide a strategic map and indicate how information will be disseminated so that the potential use of web services can be attained.

The study contributes to practitioners as they will have a system which will provide them with timely, cost‐effective, scalable, manageable, and reliable feedback on their strategic performance. Further, the balanced scorecard gives a holistic view of the firms by simultaneously examining its performance from four perspectives; namely learning and growth, internal business processes, customer, and financial perspectives.

Unlike previous research that uses the balanced scorecard to measure the economic impact on the firm. This paper discusses the role of the balanced scorecard methodology in improving the service quality of firms using web services. Further, it provides lessons learned, as in measures that firms can be aware of in the quality of the services they provide.