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The U.S. e-File Initiative: An Investigation of the Antecedents to Adoption from the Individual Taxpayers’ Perspective 美国电子申报计划:从个人纳税人的角度考察采用电子申报的先决条件
e-Service Journal Pub Date : 2012-02-17 DOI: 10.2979/ESERVICEJ.7.3.2
Lemuria D. Carter, L. C. Schaupp, Megan E. McBride
{"title":"The U.S. e-File Initiative: An Investigation of the Antecedents to Adoption from the Individual Taxpayers’ Perspective","authors":"Lemuria D. Carter, L. C. Schaupp, Megan E. McBride","doi":"10.2979/ESERVICEJ.7.3.2","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.7.3.2","url":null,"abstract":"Electronic tax filing (e-file) in the United States is one of the most rapidly emerging areas of e-government. This study proposes a model of e-file diffusion that integrates acceptance factors and personal factors to assess the impact of adoption, trust and optimism on e-file utilization. To test the model, a survey was administered to 260 participants. The data analysis was conducted using multiple linear regression. The findings indicate that performance expectancy, social influence, computer anxiety, optimism bias and trust of the government all have a significant impact on intention to use an electronic tax filing system. Implications for practice, suggestions for future research, and limitations of the study are discussed.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"114 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116087045","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: 56
TESTQUAL: Conceptualizing Software Testing as a Service TESTQUAL:将软件测试概念化为一种服务
e-Service Journal Pub Date : 2011-07-09 DOI: 10.2979/ESERVICEJ.7.2.46
Yang Yang, C. Onita, J. Dhaliwal, Xihui Zhang
{"title":"TESTQUAL: Conceptualizing Software Testing as a Service","authors":"Yang Yang, C. Onita, J. Dhaliwal, Xihui Zhang","doi":"10.2979/ESERVICEJ.7.2.46","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.7.2.46","url":null,"abstract":"Software testing has emerged as a distinct and critical component in software development. This paper argues that software testing should be conceptualized as a concurrent service throughout the software development process rather than being viewed as a sequential line of responsibility. Testing as a service has two key aspects: (1) a service to developers, and (2) a service to end users. This paper draws from the service quality and SERVQUAL literature to propose a structured measurement tool for testing as a service. Software quality is the most prominent outcome for TESTQUAL. The potential antecedents and outcomes of TESTQUAL are briefly discussed. The implications to research and practice of TESTQUAL are also discussed.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"27 4","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120876831","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: 30
Service Oriented Architecture as a Dynamic Enabler of Customer Prioritization 面向服务的体系结构是客户优先级的动态推动者
e-Service Journal Pub Date : 2011-07-09 DOI: 10.2979/ESERVICEJ.7.2.28
Lakshman Mahadevan, William J. Kettinger
{"title":"Service Oriented Architecture as a Dynamic Enabler of Customer Prioritization","authors":"Lakshman Mahadevan, William J. Kettinger","doi":"10.2979/ESERVICEJ.7.2.28","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.7.2.28","url":null,"abstract":"Today's dynamic marketplace demands firms to sense and respond quickly to customer requirements. Recent research has shown that customer prioritization leads to more sales and profitability. Though there are many tools such as CRM, statistical and data-mining packages that can help with customer prioritization, this paper bring to the fore-front Service Oriented Architectures' (SOA) potential as an underlying enabler of customer prioritization through dynamic customer relationships. SOA has the ability to proactively understand and enable the ability to deliver customer needs thereby improving a firms chance to retain its customer base and meet customer service expectations by optimizing the use of their customer service personnel. This conceptual paper describes how SOA holds promise as a form of business intelligence that dynamically 'informates' business activities and decisions. A case illustration concerning the use of a Customer Priority Index (CPI) outlines how SOA can be a powerful enabler of customer prioritization.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125768521","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: 5
Greetings Services Researchers! 欢迎服务研究人员!
e-Service Journal Pub Date : 2010-10-01 DOI: 10.2979/ESJ.2010.7.1.1
T. Stafford
{"title":"Greetings Services Researchers!","authors":"T. Stafford","doi":"10.2979/ESJ.2010.7.1.1","DOIUrl":"https://doi.org/10.2979/ESJ.2010.7.1.1","url":null,"abstract":"As we go to press with this issue, we are in the enviable position of having a special issue that attracted more than one issue’s worth of attention from worthy authors in the services discipline. Stemming from a recent AMCIS mini-track on Advances in Services Research, the papers represented here are among the best work that we saw at that conference, and were invited for additional revision based on those merits. We’re sure you’ll find this interesting and stimulating reading. I owe a debt of gratitude to the man behind the scenes, Chad Christensen, who has been Ramesh’s capable aid in shepherding these papers to print. All of the minutia involved with getting a paper out of revision and into typesetting is what we owe Chad; for no journal could run without a capable back-office operation, and we are lucky that we have that. In this issue, Comte et al. write of service network enablement through a novel value distribution model. Indicative of the leading edge thinking this series of issues was intended to engender, this article breaks new ground in the conceptualization of services provision. Mahadevan and Kettinger consider the services oriented architecture as a means for prioritizing service to customers. In as much as services are often seen as jointly produced between providers and recipients, this view has much promise in the IT-enabled services world. Yang et al. come from a software testing perspective – one of the most important IT services provided in modern application development and they consider how best to assess the quality of testing services in their contribution. Mary Tate and David Johnstone provide a fascinating contribution that considers how services have changed in the era of Information and Communication Technologies. Not only do ICT give us new services to deliver, but new delivery venues, and all of this changes how recipients perceive the process. We hope you enjoy the offerings in this special issue, and that you will continue to watch these pages for the most innovative work in the services realm.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115784704","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: 0
Greetings Services Researchers! 欢迎服务研究人员!
e-Service Journal Pub Date : 2010-08-11 DOI: 10.2979/eservicej.7.2.1
Thomas F. Stafford
{"title":"Greetings Services Researchers!","authors":"Thomas F. Stafford","doi":"10.2979/eservicej.7.2.1","DOIUrl":"https://doi.org/10.2979/eservicej.7.2.1","url":null,"abstract":"As we go to press with this issue, we bring you a special treat: leading edge research from the leading edge conference in information systems. As part of the 2009 America’s Conference for Information Systems, a mini-track on “Services 2.0 – Emerging Conceptualizations of eServices in the Information Age,” was presented and well received. Participants in this minitrack were asked to continue manuscript development of their AMCIS papers for inclusion in a related special issue of eService Journal, which we now bring to you today.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"619 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123322958","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: 0
The End of ServQual in Online Services Research: Where to from here? 在线服务研究中服务质量的终结:从这里开始?
e-Service Journal Pub Date : 2010-08-11 DOI: 10.2979/ESJ.2010.7.1.60
M. Tate, Joerg Evermann
{"title":"The End of ServQual in Online Services Research: Where to from here?","authors":"M. Tate, Joerg Evermann","doi":"10.2979/ESJ.2010.7.1.60","DOIUrl":"https://doi.org/10.2979/ESJ.2010.7.1.60","url":null,"abstract":"Service quality, and the ServQual model, with origins in face-to-face marketing before the age of the internet, has been drafted into the role of explaining the perceived outcomes of computer-mediated self-service encounters. These however differ in important ways from face-to-face service encounters. In this conceptual paper, we offer a number of arguments as to why researchers of computer-mediated services should not look back to ServQual for the basis of their theoretical constructs, models and survey items. We suggest by way of alternative that established information systems theory has greater salience and explanatory power for this phenomenon. We also offer some areas of theory that we believe have potential for the study of online service quality that have so far received little attention.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132543763","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: 43
Move to Depth: Buyer-Provider Interactions in Online Service Marketplaces 走向深度:在线服务市场中的买方-供应商互动
e-Service Journal Pub Date : 2010-08-11 DOI: 10.2979/ESJ.2010.7.1.2
J. Kim, E. Wulf
{"title":"Move to Depth: Buyer-Provider Interactions in Online Service Marketplaces","authors":"J. Kim, E. Wulf","doi":"10.2979/ESJ.2010.7.1.2","DOIUrl":"https://doi.org/10.2979/ESJ.2010.7.1.2","url":null,"abstract":"Extant literature characterizes the ties between buyers and sellers in online goods marketplaces–such as eBay or Amazon–as discrete transactions. In such transactions, parties are effectively strangers, and exchange goods under the assumption that they will likely never again meet in the marketplace. The rapid rise of online service marketplaces (OSM), however, warrants a thorough examination into the applicability of these conclusions to buyer-seller relationships in the nascent markets. We examine the buyer-provider interactions over buyer’s experience in the market using data collected from a leading online job auction site. The results suggest that buyer activity in the marketplace consists initially of discrete transactions whereby the inexperienced buyer gains exposure to a large number of potential providers. However, increased experience in the market leads to a convergence towards “service relationships” as buyers seek trust, reduced risk, and close partnerships through repeated exchanges with a same provider. Our results provide partial support for the moderating effects of key parameters differentiating deal hunters from relationship seekers, price sensitivity and degree of communications. The results will shed new light on the nature of buyer-seller relationships in OSMs.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"450 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132385178","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: 5
Integrating Sociotechnical and Technical Views of e-Services 整合电子服务的社会技术和技术观点
e-Service Journal Pub Date : 2010-08-11 DOI: 10.2979/ESJ.2010.7.1.15
Steven L. Alter
{"title":"Integrating Sociotechnical and Technical Views of e-Services","authors":"Steven L. Alter","doi":"10.2979/ESJ.2010.7.1.15","DOIUrl":"https://doi.org/10.2979/ESJ.2010.7.1.15","url":null,"abstract":"Discussions of e-services sometimes bounce schizophrenically between discussing “e” (operating through the Internet), discussing IT infrastructures (e.g., service-oriented architectures and web services) and discussing services in the sociotechnical world (using the Internet or other networks while performing work for the benefit of someone else). This paper integrates sociotechnical and technical views of e-service by using an e-service domain framework that is a revision of a previously published service domain framework (). It clarifies the scope of different interpretations of e-services and shows relationships between disparate perspectives for understanding and analyzing e-services. It covers topics including synergies between the various perspectives, links between the layers of the framework, the location of service-dominant logic, self-service, and software as a service (SaaS), and the conceptual and practical gap between sociotechnical and technical views of e-services.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122162683","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: 12
Evaluating the Performance and Quality of Web Services in Electronic Marketplaces 评估电子市场中网络服务的性能和质量
e-Service Journal Pub Date : 2010-08-11 DOI: 10.2979/ESJ.2010.7.1.43
A. Nath, Rahul Singh
{"title":"Evaluating the Performance and Quality of Web Services in Electronic Marketplaces","authors":"A. Nath, Rahul Singh","doi":"10.2979/ESJ.2010.7.1.43","DOIUrl":"https://doi.org/10.2979/ESJ.2010.7.1.43","url":null,"abstract":"A Web service is a software interface that describes a collection of operations that can be accessed over the network through standardized messaging. Effective performance and quality measures of Web services on Web service electronic marketplaces should include both technical and business aspects and consider Web services as business services delivered through multiple channels. In this research, we integrate technical measures of e-service performance with established measures for evaluating service quality in a business. This integrated view of Web service performance is lacking in extant knowledge and is critically needed to evaluate the overall quality and performance of business environment where information services are delivered through Web services.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"67 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123088830","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: 17
Why e-Service Development is Different: A Literature Review 电子服务发展为何不同:文献综述
e-Service Journal Pub Date : 2010-07-17 DOI: 10.2979/ESERVICEJ.8.1.2
Christoph Riedl, J. Leimeister, H. Krcmar
{"title":"Why e-Service Development is Different: A Literature Review","authors":"Christoph Riedl, J. Leimeister, H. Krcmar","doi":"10.2979/ESERVICEJ.8.1.2","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.8.1.2","url":null,"abstract":"As the importance of services in our society increases, so does the importance of systematic approaches to develop these services - commonly termed New Service Development (NSD). An increasing proportion of services are now electronic services delivered over the Internet. The purpose of this article is to derive a set of key attributes that distinguish electronic from non-electronic services and their potential influence on NSD. These key attributes are then used as a framework for analyzing NSD literature with regards to their applicability for the development of electronic services. This analysis reveals several gaps in NSD research. In particular, current NSD methods are not well equipped to address the rapidly changing nature and specific cost structure found in electronic services. Current NSD methods are also not well suited to fully exploit the various advantages that electronic services offer over non-electronic counterparts, in particular, the transparent feedback generated by service usage and potentials for continuous improvement and rapid deployment of service changes.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2010-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126413064","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: 33
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