Determining and assessing the determinants of e‐service operations

Determining and assessing the determinants of e‐service operations The rapid growth of the Internet has provided tremendous opportunities for service companies to offer quality services. The prime drivers and motivations for offering such services through the Net are to reduce transaction costs and to provide efficient and effective service to customers. But what are the determinants essential for building a successful electronic service (e‐service) operation? This paper addresses this specific issue by isolating the essential determinants from the available literature, and assessing them individually to obtain better insights and understanding. This could help companies to design and develop robust foundations on which to build successful e‐service operations. The boundaries between e‐service, e‐business and e‐commerce are blurred and sometimes confusing. This paper aims to clarify some of these ambiguities. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Determining and assessing the determinants of e‐service operations

Managing Service Quality, Volume 13 (1): 15 – Feb 1, 2003

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520310456708
Publisher site
See Article on Publisher Site

Abstract

The rapid growth of the Internet has provided tremendous opportunities for service companies to offer quality services. The prime drivers and motivations for offering such services through the Net are to reduce transaction costs and to provide efficient and effective service to customers. But what are the determinants essential for building a successful electronic service (e‐service) operation? This paper addresses this specific issue by isolating the essential determinants from the available literature, and assessing them individually to obtain better insights and understanding. This could help companies to design and develop robust foundations on which to build successful e‐service operations. The boundaries between e‐service, e‐business and e‐commerce are blurred and sometimes confusing. This paper aims to clarify some of these ambiguities.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 2003

Keywords: Service; Electronic commerce; Operations

References

  • Service failures and customer defection: a closer look at online shopping experiences
    Ahmad, S.
  • Integrating attitudinal theories to understand and predict use of technology‐based self‐service: the Internet as illustration
    Bobbit, L.M.; Dabholkar, P.A.
  • An experimental study of service recovery options
    Boshoff, C.
  • The role of trust in customer relationships: asking the right questions
    Cowles, D.L.
  • Determinants of intra‐firm trust in buyer‐seller relationships in the international travel trade
    Crotts, J.C.; Turner, G.B.
  • Scalability: the paradox of human resources in e‐commerce
    Hallowell, R.
  • eCommerce: a critical review
    Reynolds, J.
  • Antecedents and consequences of trust in buyer‐seller relationships
    Selnes, F.
  • The impact of information sharing and ordering co‐ordination on supply chain performance
    Zhao, X.; Xie, J.; Zhang W.J.

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