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IT-Related Service: A Multidisciplinary Perspective 1 Aug 2013 | 12:04 pm
Information technology (IT)-related service is the strategic management of the creation and delivery of service in which information and communication technology (referred to as IT here) plays a subst...
Strategic Learning by e-Service Suppliers in Service Value Networks 1 Aug 2013 | 12:04 pm
This article examines strategic behavior of e-Service suppliers that offer electronic services in complex Service Value Networks (SVNs). In SVNs, consumers request a bundle of e-Services, and the SVN ...
Exploring the Zone of Tolerance for Internal Customers in IT-Enabled Call Centers 1 Aug 2013 | 12:04 pm
Today, call center employees’ service encounters with external customers are extensively supported with modern information technology (IT). However, prior research on service quality and zone of toler...
Data-Driven Analytical Tools for Characterization of Productivity and Service Quality Issues in IT Service Factories 1 Aug 2013 | 12:04 pm
In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology...
Understanding Willingness to Pay for Social Network Sites 1 Aug 2013 | 12:04 pm
The authors investigate how perceived customer value can be translated into economic returns for online social network sites (SNS). The (joint) impact of two value propositions, social capital and ent...
IT Capability for Health Care Delivery: Is More Better? 1 Aug 2013 | 12:04 pm
In recent years, there has been a proliferation of health information technologies (HITs) that promise to improve the delivery of care. Health care service providers are faced with an increasing push ...
Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets 1 Aug 2013 | 12:04 pm
This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or...
The Impact of Endogenous Motivations on Adoption of IT-Enabled Services: The Case of Transformative Services in the Energy Sector 1 Aug 2013 | 12:04 pm
Transformative services represent a crucial topic in future service research. Particularly in the energy sector, consumer adoption of transformative—often IT-enabled—services is essential to increased...
Testing the Steve Jobs Hypothesis in a B2B Context: Will a Portfolio of Hierarchically Related Technology Products Improve Customer Outcomes? 1 Aug 2013 | 12:04 pm
This research examines how the type of information technology (IT) provided among hardware, software, and services—and the degree to which the IT provided is bundled into a solution—influences the lev...
Delighting Consumers Click by Click: Antecedents and Effects of Delight Online 1 Aug 2013 | 12:04 pm
The increasing importance of information technology as a means to access and communicate information has prompted firms to enhance their corporate websites to establish relationships with potential an...
