Oliver / Sudweeks Self-Service in the Internet Age

Expectations and Experiences
1. Auflage 2009
ISBN: 978-1-84800-207-4
Verlag: Springer-Verlag
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 276 Seiten

Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.

Autoren/Hrsg.

Oliver, David

Sudweeks, Fay

Inhaltsverzeichnis

1;Computer Supported Cooperative Work;2
1.1;Contents;5
1.2;Contributors;7
1.3;Introduction;9
2;Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena;13
2.1;1.1 Introduction;13
2.2;1.2 What Is Self-Service?;14
2.3;1.3 Are Social Networking and eDating Self-Service Industries?;16
2.4;1.4 Business Models in the Social Networking Industry;16
2.5;1.5 Categorizing Social Networking Business Models;17
2.6;1.6 eDating as a Subcategory of Social Networking;21
2.7;1.7 Categorizing eDating Business Models;22
2.7.1;1.7.1 Attributes (Physical Versus Personality);22
2.7.2;1.7.2 Behavior (Past and Future Versus Present);23
2.7.3;1.7.3 Combining the Two Attributes to Produce Four Types of eDating Websites;23
2.8;1.8 Discussion and Conclusions;25
2.9;References;28
3;The Role and Implications of the Internet in Healthcare Delivery;30
3.1;2.1 Introduction;30
3.2;2.2 Prostate Cancer, Masculinities and Men’s Health;32
3.3;2.3 On Method and Methodology;33
3.3.1;2.3.1 The Interviews;33
3.4;2.4 Results: The Internet, Self-Help and Maintaining Control;34
3.4.1;2.4.1 Patient Empowerment Online;37
3.4.2;2.4.2 The Internet and ‘The Patient’s Role’;38
3.4.3;2.4.3 Trust and Uncertainty;40
3.4.4;2.4.4 Masculinity and Managing Risk in Cyberspaces;41
3.5;2.5 Discussion;44
3.6;References;46
4;Self-Service and E-Education: The Relationship to Self-Directed Learning;48
4.1;3.1 Introduction;48
4.2;3.2 Educational Philosophies;50
4.2.1;3.2.1 Transmission Models;50
4.2.2;3.2.2 The Collaborative Model;51
4.2.3;3.2.3 e-Learning;53
4.2.4;3.2.4 The Self-Service Model;55
4.3;3.3 The Approach Used in this Study;57
4.4;3.4 Assessing Student Experiences of Self-Service Learning;59
4.5;3.5 The Context;60
4.6;3.6 Learning Situations in 2001-2003 and 2005-2006;60
4.6.1;3.6.1 Case Study Summary;64
4.7;3.7 Discussion;66
4.7.1;3.7.1 The Process;66
4.7.2;3.7.2 Class Dynamics;67
4.7.3;3.7.3 Overall;68
4.8;3.8 Conclusion;70
4.9;References;71
5;Stakeholder Expectations of Service Quality in a University Web Portal;74
5.1;4.1 Introduction;74
5.2;4.2 Previous Studies;75
5.2.1;4.2.1 Stakeholders;75
5.2.2;4.2.2 Online Service Quality;75
5.2.3;4.2.3 Internet Portals;76
5.3;4.3 Measuring Online Service Quality;77
5.3.1;4.3.1 Measuring Portal Quality;78
5.3.2;4.3.2 Measuring e-Service Quality in the Public Sector;78
5.3.3;4.3.3 Measuring Service Quality in Higher Education;79
5.3.4;4.3.4 Evolving Functionality: Transaction Processing in Online Services;79
5.3.5;4.3.5 Evolving Understanding: Additional Constructs from Research Literature;80
5.4;4.4 Gathering User Perceptions;80
5.4.1;4.4.1 Participant Selection;81
5.4.2;4.4.2 Focus Group Design;82
5.4.3;4.4.3 Analysing Focus Group Responses;82
5.4.4;4.4.4 Instrument Revision;82
5.5;4.5 Data Analysis and Results;83
5.5.1;4.5.1 User Perceptions of Portal Service Quality (from Focus Groups);83
5.6;4.6 Discussion;87
5.6.1;4.6.1 Service Expectations of Online Customers;87
5.6.2;4.6.2 The Differing Service Expectations of Multiple Stakeholder Groups;88
5.6.3;4.6.3 Organisational Expectations of Service Delivery;89
5.6.4;4.6.4 Expectations Resulting from Changes in Technology;89
5.6.5;4.6.5 Changing relationships;89
5.7;4.7 Implications for Practice;90
5.8;4.8 Conclusion;90
5.9;4.1 Appendix: E-Qual Instrument for a University Web Portal;91
5.10;References;93
6;Cybermediation in the Tourism and Travel Industries;95
6.1;5.1 Introduction;95
6.2;5.2 Thomas Cook: The First Travel Trade Intermediary;96
6.3;5.3 Intermediaries and Distribution Channels;97
6.3.1;5.3.1 Distribution Channels, Value and Supply Chains;97
6.4;5.4 Intermediaries in the Travel and Tourism Industries;99
6.4.1;5.4.1 The Travel Trade Network;99
6.4.2;5.4.2 Roles and Functions of Travel Trade Intermediaries;100
6.4.3;5.4.3 Travel Trade Intermediaries and the Travel Experience;101
6.5;5.5 ‘Dub, Dub, Dub’ and Self-Service in Travel and Tourism;101
6.5.1;5.5.1 The Internet as a Tourism and Travel Distribution Channel;102
6.5.2;5.5.2 Tourism and Travel and the Internet;103
6.5.3;5.5.3 Advantages and Disadvantages of Internet-based Intermediation;104
6.5.4;5.5.4 Who Are the Self-Serving Customers in Travel and Tourism?;105
6.5.5;5.5.5 Some Findings from a Focus Group Study;106
6.5.6;5.5.6 Future Usage Trends, Patterns and Potential;108
6.6;5.6 Impacts of Internet Usage on Intermediaries: Disintermediation or Reintermediation ?;110
6.6.1;5.6.1 Disintermediation;110
6.6.2;5.6.2 Reintermediation;111
6.6.3;5.6.3 Cybermediation ;112
6.7;5.7 Tourism, Travel and the Web 2.0 Environment;113
6.7.1;5.7.1 Inversion of Control;114
6.8;5.8 Conclusion;116
6.9;5.1 Appendix: Glossary of Key Terms;118
6.10;References;119
7;Tricks and Clicks: How Low-Cost Carriers Ply Their Trade Through Self-Service Websites;121
7.1;6.1 The Success of Low-Cost Carriers (LCCs);121
7.2;6.2 Ideals for IS Developers and Marketers;122
7.3;6.3 Gummy Practices and Social Responsibility;124
7.4;6.4 Research Approach: Heuristic Evaluation;125
7.5;6.5 Analysis of the Heuristic Evaluations;126
7.5.1;6.5.1 Booking Flights;126
7.5.1.1;6.5.1.1 Destinations;126
7.5.1.2;6.5.1.2 Initial Pricing of Flights;127
7.5.1.3;6.5.1.3 Getting to a Final Price: Handling Fees, Taxes and Charges;130
7.5.1.4;6.5.1.4 Card Charges Policies;133
7.5.1.5;6.5.1.5 Frills or No Frills: Opt-in and Opt-out Fee-Based Services;134
7.5.2;6.5.2 Finding Cheap Flights;136
7.5.3;6.5.3 Contacting the Airline;138
7.5.3.1;6.5.3.1 Making an Enquiry or Giving Feedback;138
7.5.3.2;6.5.3.2 Nature of Contact Information;140
7.5.3.3;6.5.3.3 Making a Complaint;142
7.6;6.6 Discussion;143
7.7;6.7 Conclusions;145
7.8;References;146
8;Experiences of Users from Online Grocery Stores;148
8.1;7.1 Introduction;148
8.2;7.2 Background;149
8.3;7.3 History of the Grocery Store;152
8.3.1;7.3.1 Online Grocery Stores;153
8.3.2;7.3.2 Shopping Differences Between User Groups;156
8.4;7.4 Research Method;157
8.4.1;7.4.1 Usability Testing;157
8.5;7.5 Results - Usability Test Analysis;159
8.5.1;7.5.1 User Performance;159
8.6;7.6 Results - Post-Test Questionnaire Analysis;160
8.6.1;7.6.1 User Responses to the Open-Ended Question;162
8.6.1.1;7.6.1.1 Short Test;162
8.6.1.2;7.6.1.2 Medium Test;162
8.6.1.3;7.6.1.3 Long Test;163
8.6.1.4;7.6.1.4 Overall Feedback;164
8.6.2;7.6.2 Stressors;165
8.7;7.7 Conclusion;166
8.8;References;168
9;The Virtual Shopping Aisle: More or Less Work?;170
9.1;8.1 Introduction;170
9.2;8.2 Self-Service and Self-Service Technologies;171
9.3;8.3 Web-Based Self-Service;172
9.4;8.4 Evolutionary Changes in Grocery Shopping;173
9.4.1;8.4.1 Over-the-Counter Grocery Shopping;173
9.4.2;8.4.2 Self-Service Supermarkets;174
9.4.3;8.4.3 Online Grocery Shopping;175
9.5;8.5 Experiences of Online Grocery Shopping;176
9.6;8.6 Individual Preferences;177
9.7;8.7 Failures;177
9.8;8.8 Work Implications - Who Does What?;177
9.9;8.9 Conclusion;179
9.10;References;179
10;The Customer Rules and Other e-Shopping Myths;181
10.1;9.1 Introduction;181
10.2;9.2 Effective Engagement with Online Retail;183
10.3;9.3 The ‘SovereignConsumer’ and the e-Shopping Experience;185
10.3.1;9.3.1 Myths Deconstructed;185
10.3.2;9.3.2 Myth 1: e-Commerce Offers Greater Choice and Convenience;186
10.3.3;9.3.3 Myth 2: There Is Greater Access to Information;187
10.3.4;9.3.4 Myth 3: There Is More Effective Communication with Companies;189
10.4;9.4 Gender and Home e-Shopping;191
10.4.1;9.4.1 Focus on the Household;191
10.4.2;9.4.2 ‘Consumption Work in the Home’;192
10.4.3;9.4.3 Domestication of ICTs;194
10.4.4;9.4.4 Home e-Shopping;194
10.4.5;9.4.5 Home e-Shopping and Self-Service Issues: Discussion of Empirical Work;196
10.5;9.5 Conclusion;198
10.6;References;199
11;Internet Banking: An Interaction Building Channel for Bank-Customer Relationships;202
11.1;10.1 Introduction;202
11.2;10.2 Self-Service Technology and Internet Banking ;203
11.3;10.3 Researching Customer Experience and Social Consequences of Internet Banking ;206
11.4;10.4 Customer Experiences of Internet Banking ;207
11.4.1;10.4.1 Customers as Service Co-Producers and/or Employees;208
11.4.2;10.4.2 Transfer of Work from Customers to Employees;209
11.4.3;10.4.3 Contradiction of Convenience and Stress;211
11.5;10.5 Social Consequences of Internet Banking ;213
11.6;10.6 Conclusions;214
11.7;10.1 Appendix: Demographic Profile of Respondents - Users and Non-users of Internet Banking;216
11.8;References;217
12;Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty;220
12.1;11.1 Introduction;220
12.2;11.2 Serving the Customer with Self-Service Technology;221
12.2.1;11.2.1 Adoption of SST;221
12.2.2;11.2.2 Evaluation of Service Delivery ;222
12.2.3;11.2.3 Goals of the Study;223
12.3;11.3 The Drivers of Loyalty;224
12.3.1;11.3.1 Customer Satisfaction;225
12.3.2;11.3.2 The Nature of Commitment - Affective and Calculative;225
12.3.3;11.3.3 Role of SST - Moderator or Mediated?;227
12.4;11.4 Testing the Alternative Models;228
12.4.1;11.4.1 Data Collection;228
12.4.2;11.4.2 Measures;228
12.4.3;11.4.3 Data Analysis;229
12.5;11.5 Discussion;232
12.6;11.6 Further Research;233
12.7;11.7 Conclusion;233
12.8;References;234
13;Web-Based Self-Service Systems for Managed IT Support: Service Provider Perspectives of Stakeholder-Based Issues;237
13.1;12.1 Introduction;237
13.2;12.2 Background;238
13.2.1;12.2.1 WSSs and After-Sales IT Support Provision;238
13.2.2;12.2.2 Managed IT Support Services and Knowledge-Centred Support (KCS);240
13.2.3;12.2.3 Stakeholder-Oriented Relational Web-Based Enterprise Customer Service;241
13.2.4;12.2.4 Knowledge Transfer in Managed After-Sales IT Support Using WSSs;242
13.3;12.3 Stakeholder-Based Issues in Managed After-Sales IT Support Using WSSs;244
13.3.1;12.3.1 Stakeholders and Categories of CSFs;244
13.3.2;12.3.2 Critical Success Factors for Stakeholder Types;246
13.3.3;12.3.3 Critical Success Factors Specific to WSS Strategies;248
13.3.4;12.3.4 Stakeholder-Based Issues for Enabling Successful WSSs in Enterprise IT Support;249
13.3.4.1;12.3.4.1 Consideration of All Stakeholder Views;250
13.3.4.2;12.3.4.2 Specific Stakeholder Interpretations of CSFs;250
13.3.4.3;12.3.4.3 Stakeholder Interdependencies and Performance Management and Measurement in a B2B WSS Context;251
13.3.4.4;12.3.4.4 Impact of WSS on Stakeholder Relationships;251
13.3.4.5;12.3.4.5 B2B Stakeholder Relationship Complexity;251
13.3.4.6;12.3.4.6 Customer Co-contribution to Service;252
13.3.4.7;12.3.4.7 Intellectual Property, Security and Privacy;252
13.3.4.8;12.3.4.8 Complexities within Strategic Alliances;253
13.4;12.4 Conclusion;253
13.5;12.1 Appendix 1: CSFs for Knowledge Transfer from Support Organisation to Customer Organisation Using WSSs;254
13.6;12.2 Appendix 2: Glossary of Technical Terms;257
13.7;References;259
14;An Explanatory Model of Self-Service on the Internet;262
14.1;13.1 Introduction;262
14.2;13.2 Self-Service;263
14.3;13.3 Self-Service Technologies;264
14.4;13.4 Development of the Self-Service Model;265
14.4.1;13.4.1 Assessing the Validity of the Instrument;268
14.5;13.5 Application of the TCIE Research Instrument ;268
14.6;13.6 Industry;269
14.6.1;13.6.1 Income;271
14.6.2;13.6.2 Technological Development;273
14.6.3;13.6.3 Culture;274
14.7;13.7 Discussion;275
14.8;13.8 Conclusion;276
14.9;13.1 Appendix: TCIE Measurement Instrument;276
14.10;References;277
15;Index;280