e-Service Journal最新文献_第4页

Measuring Perceived Service Quality and Customer Satisfaction for Service Managers: The case of the Lebanese Retail Banking Industry 衡量服务经理的感知服务质量和客户满意度:黎巴嫩零售银行业的案例

e-Service Journal Pub Date : 2018-01-16 DOI: 10.2979/ESERVICEJ.10.2.02

Zeina Hakim, Bassem E. Maamari

引用次数: 6

From Products and Service to IT solutions: Nine Principles for Managing IT Solutions 从产品和服务到IT解决方案:管理IT解决方案的九项原则

e-Service Journal Pub Date : 2018-01-16 DOI: 10.2979/ESERVICEJ.10.2.01

A. Herzfeldt, Thomas Wolferstetter, M. Böhm, H. Krcmar

{"title":"From Products and Service to IT solutions: Nine Principles for Managing IT Solutions","authors":"A. Herzfeldt, Thomas Wolferstetter, M. Böhm, H. Krcmar","doi":"10.2979/ESERVICEJ.10.2.01","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.10.2.01","url":null,"abstract":"Abstract:Many organizations have transformed their business models from offering single products or service to providing IT solutions. IT solutions comprise hardware, software, and service components and are designed to solve a specific customer problem. Transforming to the IT solution business model, however, is often underestimated as it entails various challenges and risks: First, IT solution providers need to prepare for future customer engagements by building up or integrating personnel resources as well as platforms bundling software and hardware components. Second, IT solutions are highly customer-specific and providers need to interact with the customer during the entire solution lifecycle, including the design and operation of the IT solution. Third, the IT solution business model presents new risks such as operation, integration, and customer risks for providers. Building on a multiple case study with a medium-sized IT solution provider, we derive nine principles for managing IT solutions from a provider's perspective. The nine principles should be useful for CIOs and strategy-decision makers transforming their organization to IT solution providers.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-01-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130754058","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Service Quality Assessment of Internet Banking: Empirical Evidences from Namibia 网上银行服务质量评价:来自纳米比亚的实证证据

e-Service Journal Pub Date : 2017-04-08 DOI: 10.2979/ESERVICEJ.10.1.03

Johannes K. Mutesi, M. Mutingi, A. Chakraborty

{"title":"Service Quality Assessment of Internet Banking: Empirical Evidences from Namibia","authors":"Johannes K. Mutesi, M. Mutingi, A. Chakraborty","doi":"10.2979/ESERVICEJ.10.1.03","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.10.1.03","url":null,"abstract":"ABSTRACT:SERVQUAL as a model has for long attracted researchers to apply in different contexts. The objective of this research is to focus on e-service quality in the absence of face-to-face encounter for commercial banks in an emerging economy such as Namibia. The focus is to understand both customer perception about Internet banking and the usability of the banking website. Based on prior literature on service quality assessment and website usability a priory model was developed. The model is then tested through a questionnaire survey of customers of commercial banks in Namibia. Using factor analysis, a refined model for assessing service quality of Internet banking was developed. The refined model includes three service quality dimensions: service performance, communication and website design. Service performance was most preferred on satisfaction level whereas in communication customers were dissatisfied as well as indifferent towards a 24 hours customer's service. This is in contrary to the existing literature. The third dimension, i.e. website design was high on customer satisfaction level. Finally, on usability evaluation of banking website it was found that acceptance level of the Internet banking website for the commercial banks in Namibia is marginally high.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130334216","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

Influences of Perceived E-Service Risks: The Moderating Role of Perceived Benefits 感知电子服务风险的影响:感知利益的调节作用

e-Service Journal Pub Date : 2017-04-08 DOI: 10.2979/ESERVICEJ.10.1.01

Siv Skard, Herbjørn Nysveen, Helge Thorbjørnsen

{"title":"Influences of Perceived E-Service Risks: The Moderating Role of Perceived Benefits","authors":"Siv Skard, Herbjørn Nysveen, Helge Thorbjørnsen","doi":"10.2979/ESERVICEJ.10.1.01","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.10.1.01","url":null,"abstract":"ABSTRACT:The purpose of this study is to test effects of risk dimensions on customers' attitude toward using e-services, and to investigate whether risk effects are moderated by utilitarian and hedonic benefits associated with the service. A survey of 436 users of a digital mailbox system, where citizens securely receive mail from the public sector, was undertaken to test the relationship proposed by the research model. The data was analyzed using linear regression analysis, and interactions were probed using the Johnson-Neyman technique. The effects of each risk dimension on attitude towards using the e-service were reduced by hedonic benefit associations, but not by utilitarian benefit associations. Interaction analyses suggest that customers who perceive the e-service as hedonic may have more positive attitude towards using the service if it involves certain risk aspects. Managers of e-services should consider the effect that different risk dimensions have on customers' usage attitude. E-service design should incorporate elements that adds to the hedonic value of the service, which may reduce negative effects of risk. Customers should be segmented according to their hedonic motivations, as they will differ in terms of vulnerability to risk. Existing research on acceptance of e-services is scarce in terms of theoretically derived explanations for boundary conditions for risk effects. This paper fills this gap by testing the interaction effects between individual risk dimensions and utilitarian/hedonic benefits on users' attitude to use an online mailbox.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"142 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-04-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114448912","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

E-service quality, consumer satisfaction and future purchase intentions in e-retail 电子零售中电子服务质量、消费者满意度与未来购买意愿

e-Service Journal Pub Date : 2016-01-01 DOI: 10.2979/ESERVICEJ.10.1.02

Prateek Kalia, R. Arora, Sibongiseni Kumalo

引用次数: 30

E-Government Web Portal Adoption: The Effects of Service Quality 电子政务门户网站采用:服务质量的影响

e-Service Journal Pub Date : 2015-07-29 DOI: 10.2979/ESERVICEJ.9.3.43

Xiao Jiang, Shaobo Ji

引用次数: 35

IT Service Management Employee Compensation: Determinants and Outcomes IT服务管理员工薪酬:决定因素与结果

e-Service Journal Pub Date : 2015-07-29 DOI: 10.2979/ESERVICEJ.9.3.1

Akshay Bhagwatwar, Hillol Bala, V. Ramesh