Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts

Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts

Copyright: © 2011 |Pages: 390

ISBN13: 9781609606077|ISBN10: 1609606078|EISBN13: 9781609606084

DOI: 10.4018/978-1-60960-607-7

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MLA

Scupola, Ada, editor. Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts. IGI Global, 2011. https://doi.org/10.4018/978-1-60960-607-7

APA

Scupola, A. (Ed.). (2011). Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts. IGI Global. https://doi.org/10.4018/978-1-60960-607-7

Chicago

Scupola, Ada, ed. Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-60960-607-7

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Central to the study of e-services is the ability to evaluate critical success factors, which include quality, effectiveness, accessibility, and societal implications.

Developing Technologies in E-Services, Self-Services, and Mobile Communication: New Concepts presents perspectives on the management, delivery and consumption, and creation of new e-services technologies and tools. This book reviews specific e-services such as e-banking and e-health initiatives and offers new perspectives useful to industry professionals and academicians interested in the creation, application, and evaluation of a number of different mobile and electronic services.

Table of Contents

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Front Materials

Title Page

Copyright Page

Preface

Chapters

E-Services and Self Services

Chapter 1

E-Services for Managing and Orchestrating Organizational Networks (pages 1-15)

Marijn Janssen

Organizations increasingly cooperate in organizational networks to remain competitive. Electronic intermediaries can provide all kinds of e-services to support the creation and management of such networks. While there has been...

Chapter 2

E-Services and the Codification of Informational Services (pages 16-29)

Ada Scupola, Anders Hente, Hanne Westh Nicolajsen

The concept of e-services has gained increasing use during the past decade. There is, however, no general agreement as to the precise meaning and scope of the term. The research purpose of the present chapter is, therefore, to...

Chapter 3

Key Challenges for Delivering Web-Based IT Support Services: The Provider Perspective (pages 30-50)

Vanessa Cooper, Sharman Lichtenstein, Ross Smith

This chapter explores the key challenges faced by IT service providers offering after-sales support services to enterprise customers via the Web. The chapter is based on insights provided by representatives of six multi-national IT...

Chapter 4

E-Services and Australian Accounting Practices (pages 51-65)

John Breen, Stephen Burgess

This research investigated the website use of Australian accounting practices in metropolitan Melbourne, Australia in the period 2006-2010. This occurred through an investigation of the websites of 100 practices and interviews...

Chapter 5

Online Self-Services: Investigating the Stages of Customer-SST Systems Interaction (pages 66-80)

Calin Gurau

The introduction of self-service applications by online service providers provided an effective solution to the lack of direct personal contact over the Internet, and offered a quick way to expand business operations. However, the...

Chapter 6

Sponsored Search as a Strategic E-service (pages 81-98)

Roumen Vragov

In addition to helping consumers navigate the web search engines offer a new kind of e-service known as sponsored search. A search engine provides an auction interface to advertisers that allows them to be included in a list of...

E-Services

Chapter 7

The Adoption of “E-Banking” by Lebanese Banks: Success and Critical Factors1 (pages 100-127)

Elissar Toufaily, Naoufel Daghfous, Roy Toffoli

This article examines the organizational, structural, and strategic factors that can speed up or slow down the adoption of E-banking innovations by financial institutions in the Lebanese market. A conceptual model is developed based...

Chapter 8

The Impact of Online Product Presentation on Consumers’ Perceptions: An Experimental Analysis (pages 128-145)

Carlos Flavián, Raquel Gurrea, Carlos Orús

The website design and specifically the visual aspects have been revealed as key factors for achieving a successfully e-service website. This research examines the effects of the visual product presentation on online users’...

Chapter 9

A User Centered Innovation Approach Identifying Key User Values for the E-Newspaper (pages 146-183)

Carina Ihlström Eriksson, Jesper Svensson

We have studied the pre-adoption phase of the e-newspaper, i.e. a newspaper published with e-paper technology. The research question of this article is: In what way can a user centered innovation process contribute to identifying key...

Mobile Services

Chapter 10

The Influence of Content and Trust on Consumers’ Intention to Accept Mobile Advertisements (pages 185-199)

Mika Westerlund, Risto Rajala, Tuure Tuunanen, Jari Salo

A new model for investigating consumers’ behavioral intention in mobile advertising is developed and related to mobile marketing theory and practice. Hypotheses are tested about the hierarchical structure and the effects of the...

Chapter 11

Exploring the Factors Behind the Resistance to Mobile Banking in Portugal (pages 200-218)

Pedro Cruz, Tommi Laukkanen, Pablo Muñoz

M-banking has been highlighted as one of the most promising e-commerce services. However, the adoption of financial mobile services is still far behind market expectations. This study seeks to provide academics and bank managers...

Chapter 12

Consumer Value of Context Aware and Location Based Mobile Services (pages 219-233)

Henny de Vos, Timber Haaker, Marije Teerling, Mirella Kleijnen

Context aware services have the ability to utilize information about the user’s context and adapt services to a user’s current situation and needs. In this article the authors consider users’ perceptions of the added value of...

Chapter 13

Location-Based Services (LBS) in Micro-Scale Navigation: Shortcomings and Recommendations (pages 234-252)

Suleiman Almasri, Muhammad Alnabhan, Ziad Hunaiti, Eliamani Sedoyeka

Pedestrians LBS are accessible by hand-held devices and become a large field of energetic research since the recent developments in wireless communication, mobile technologies and positioning techniques. LBS applications provide...

E-Services

Chapter 14

Understanding Telehealth: Constructing Meaning to Promote Assimilation (pages 254-276)

Joachim Jean-Jules, Alain O. Villeneuve

During the past few decades, many healthcare authorities sought to integrate new methods of delivering care to patients. Among the priorities faced by these organizations, a major issue arose of how to provide healthcare to patients...

Chapter 15

Introducing a First Step towards a Holistic Talent Management System Architecture (pages 277-296)

Andreas Eckhardt, Sven Laumer, Christian Maier

As one of the top issues for executives nowadays the recruiting, retaining, and skilling of scarce talent has received a lot of attention both in research and practice. While companies are in dire need of new strategies and...

Chapter 16

Aligning Six Sigma and ITIL to improve IT Service Management (pages 297-311)

Peter C. Chan, Shauntell R. Durant, Verna Mae Gall, Mahesh S. Raisinghani

The framework in our exploratory research has been built upon a deductive study which has been developed through a literature review and synthesis and an exploratory inductive research which has been developed using a qualitative...

Back Materials

Compilation of References

About the Contributors

Index

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