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Book part
Publication date: 10 December 2015

Dekar Urumsah

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…

Abstract

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.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Keywords

Book part
Publication date: 10 December 2015

Arch G. Woodside and Mohammed Quaddus

This chapter expands on responding to the need made explicit in Chapter 1, Volume 23A. Business executives need deep knowledge on how developing nations are now (2015–2020) going…

Abstract

This chapter expands on responding to the need made explicit in Chapter 1, Volume 23A. Business executives need deep knowledge on how developing nations are now (2015–2020) going global via the internet. The number of new users of e-services worldwide will double during 2015–2108 (moving from 2 billion users mostly living in the developed nations to an additional 2 billion users mostly living in developing nations). This radical embrace of new e-service technologies will substantially improve the quality of lives for most residents globally. A profound happening occurring now! The two main chapters in this volume responds to this need for deep knowledge of how such adoptions occur. The second main chapter in this volume provides a comprehensive conceptualization of digital divide and its impact on e-government system success in Indonesia. The third main chapter in this volume describes the personal and world blocks that occur and must be overcome by consumers seeking to use e-services in Indonesian airlines’ services. This chapter facilitates one to learn how these first-time consumers experience failure and finally achieve success in these E-service adoption processes. The two chapters really are must readings for business executives recognizing the need for new deep knowledge about e-service adoption processes in developing nations.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Book part
Publication date: 28 September 2015

Arch G. Woodside and Mohammed Quaddus

This chapter serves to recognize the uniqueness of the moment; the number of new users of e-services worldwide will double during 2015–2108 (moving from 2 billion users mostly…

Abstract

This chapter serves to recognize the uniqueness of the moment; the number of new users of e-services worldwide will double during 2015–2108 (moving from 2 billion users mostly living in the developed nations to an additional 2 billion users mostly living in developing nations). This radical embrace of new e-service technologies will substantially improve the quality of lives for most residents globally. A profound happening occurring now! The new technologies combine rapidly delivering of a multitude of services at extremely low cost to adopters now having extremely low incomes relative to residents living in developed nations. Adoption of e-service among residents in developing nations ends the debate as to whether or not marketing to the “bottom of the pyramid” is possible. The more relevant issues focus on describing and explaining e-service adoption processes in developing nations. How are these processes being implemented? What obstacles had to be overcome in achieving these adoptions? How were these obstacles overcome? Read this volume for research providing useful answers to these questions.

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

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Book part
Publication date: 26 August 2020

Sanghamitra Dalbehera

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital collections, web…

Abstract

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital collections, web portals, personalized services, online library instruction, e-reference service, online document delivery, helpdesk services and electronic publishing. Today many university libraries in India offer electronic information resources to their users in order to satisfy their information needs. Managing the development and delivery of electronic library services is one of the major challenges for these libraries. The University libraries in Odisha state which is situated at the eastern part of India gradually transformed their traditional library services to e-services. Thus, it is important to understand and conceptualize library service quality in the web-based service environment and how it can be accessed. In this chapter, E-S-QUAL model is adopted to identify the criteria to assess the service quality of library website of Siksha ‘O’ Anusandhan (SOA) University located in Bhubaneswar city of Odisha from the research scholars’ viewpoints. The purpose of this study is to investigate the effects of E-S-QUAL dimensions such as efficiency, system availability, fulfillment and privacy on user’s perceived value, e-service quality and e-loyalty that influence the digital library services. With an empirical data set including 350 valid questionnaires collected through online survey from the research scholars of SOA community, the result provides a foundation for better understanding research scholars’ perceptions on e-service quality for libraries. This information is also useful to universities’ libraries website designers and service providers and in the management of web-based services.

Details

International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education
Type: Book
ISBN: 978-1-83909-453-8

Keywords

Abstract

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Abstract

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

Abstract

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Abstract

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

Book part
Publication date: 1 January 2008

Philippe Lorino

In this research we explore the issue of “competence management,” as usually defined in the corporate vocabulary, mostly in the human resource (HR) function, and more particularly…

Abstract

In this research we explore the issue of “competence management,” as usually defined in the corporate vocabulary, mostly in the human resource (HR) function, and more particularly of “strategic competence management” (long-run management of competences which are critical to achieve strategic goals). We try to show that competence management is a dynamic organizational competence. We analyze it in the case of a large European telecommunications company, France Télécom, in the years 2001–2003. The telecommunications sector is characterized by quick changes in technology, markets, and industrial structures, and therefore a high level of uncertainty. It is also a high-tech activity, based upon continuously evolving personal skills which require long education and training times. There is an apparent contradiction between uncertainty, which makes planning difficult, and the necessity to plan new competence development with long response times. This contradiction cannot be solved if competences are defined in a static way, as structural attributes of actual or potential employees or groups of employees. The strategic competence management issue must be considered rather in the frame of a dynamic, process-based view, which involves an on-going collective and reflexive activity of actors themselves to define and manage their competences. We tested process-based competence management in the case of two telecommunication domains: high bit-rate ADSL telecommunications and Internet services to small and medium businesses. The reflexive and collective competence management process had to be instrumented with instruments which did not aim at an accurate representation of competences as objects, but rather tried to offer a meaningful support for actors’ continuous (re)interpretation of present and future work situations in terms of critical competences. As a conclusion we extend the example of competence management instruments to the general issue of management instruments, in the context of uncertain and dynamic environments. Information-based theories of instruments view instruments as specular representations of situations, which allow optimal or satisficing problem-solving procedures. But when business environments continuously evolve and resist prediction, we must move toward an interpretive view of management instruments as meaningful signs, which help actors to make sense of the situations in which they are involved. Their relevance is not an absolute ontological truth but the practical effectiveness of their context-situated utilization and interpretation. A semiotic and pragmatist theory of activity and instruments can then be proposed.

Details

A Focused Issue on Fundamental Issues in Competence Theory Development
Type: Book
ISBN: 978-1-84855-210-4

Book part
Publication date: 17 August 2020

Lilian Oyieke

Discourses on critical librarianship have been mainly theoretical. However, discourses with a practical application of Critical Theory in librarianship, critical librarianship, or…

Abstract

Discourses on critical librarianship have been mainly theoretical. However, discourses with a practical application of Critical Theory in librarianship, critical librarianship, or library management and operations are limited. Yet, librarianship underscores efficiency and practicality in service provision with the dominant ideology in librarianship being practicality. Based on Critical Theory and emerging power dynamics in e-services, this chapter presents a discussion on the practical application of Critical Theory in academic libraries. The Web 2.0 technologies have triggered a shift in information seeking and use by empowering the academic library users to seek and use information from nontraditional sources. This shift in information seeking behavior and the resultant power dynamics has an impact on strengthening of the academic library as a public sphere; a public virtual space where people can meet and exchange ideas with the eventual outcome of democratization of knowledge. This chapter analyses the practical implications of power dynamics in academic libraries and the need for realignment of academic library functions to key Critical Success Factors (CSFs) including the role of library management, a focus on librarian power, a focus on user empowerment, creating awareness of the Web 2.0 services, and maximizing the use of Web 2.0 technologies. A proper realignment of the shifting power is necessary and must be pursued as a deliberate strategy by academic libraries to facilitate generation and sharing of information. It concludes by presenting the practical implications of power dynamics in academic libraries and recommendations on dealing with the emerging paradigm shifts.

Details

Critical Librarianship
Type: Book
ISBN: 978-1-83909-485-9

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