Self-Service in the Internet Age - Expectations and Experiences

Computer Supported Cooperative Work

Contents

Contributors

Introduction

Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena

1.1 Introduction

1.2 What Is Self-Service?

1.3 Are Social Networking and eDating Self-Service Industries?

1.4 Business Models in the Social Networking Industry

1.5 Categorizing Social Networking Business Models

1.6 eDating as a Subcategory of Social Networking

1.7 Categorizing eDating Business Models

1.7.1 Attributes (Physical Versus Personality)

1.7.2 Behavior (Past and Future Versus Present)

1.7.3 Combining the Two Attributes to Produce Four Types of eDating Websites

1.8 Discussion and Conclusions

References

The Role and Implications of the Internet in Healthcare Delivery

2.1 Introduction

2.2 Prostate Cancer, Masculinities and Men’s Health

2.3 On Method and Methodology

2.3.1 The Interviews

2.4 Results: The Internet, Self-Help and Maintaining Control

2.4.1 Patient Empowerment Online

2.4.2 The Internet and ‘The Patient’s Role’

2.4.3 Trust and Uncertainty

2.4.4 Masculinity and Managing Risk in Cyberspaces

2.5 Discussion

References

Self-Service and E-Education: The Relationship to Self-Directed Learning

3.1 Introduction

3.2 Educational Philosophies

3.2.1 Transmission Models

3.2.2 The Collaborative Model

3.2.3 e-Learning

3.2.4 The Self-Service Model

3.3 The Approach Used in this Study

3.4 Assessing Student Experiences of Self-Service Learning

3.5 The Context

3.6 Learning Situations in 2001-2003 and 2005-2006

3.6.1 Case Study Summary

3.7 Discussion

3.7.1 The Process

3.7.2 Class Dynamics

3.7.3 Overall

3.8 Conclusion

References

Stakeholder Expectations of Service Quality in a University Web Portal

4.1 Introduction

4.2 Previous Studies

4.2.1 Stakeholders

4.2.2 Online Service Quality

4.2.3 Internet Portals

4.3 Measuring Online Service Quality

4.3.1 Measuring Portal Quality

4.3.2 Measuring e-Service Quality in the Public Sector

4.3.3 Measuring Service Quality in Higher Education

4.3.4 Evolving Functionality: Transaction Processing in Online Services

4.3.5 Evolving Understanding: Additional Constructs from Research Literature

4.4 Gathering User Perceptions

4.4.1 Participant Selection

4.4.2 Focus Group Design

4.4.3 Analysing Focus Group Responses

4.4.4 Instrument Revision

4.5 Data Analysis and Results

4.5.1 User Perceptions of Portal Service Quality (from Focus Groups)

4.6 Discussion

4.6.1 Service Expectations of Online Customers

4.6.2 The Differing Service Expectations of Multiple Stakeholder Groups

4.6.3 Organisational Expectations of Service Delivery

4.6.4 Expectations Resulting from Changes in Technology

4.6.5 Changing relationships

4.7 Implications for Practice

4.8 Conclusion

4.1 Appendix: E-Qual Instrument for a University Web Portal

References

Cybermediation in the Tourism and Travel Industries

5.1 Introduction

5.2 Thomas Cook: The First Travel Trade Intermediary

5.3 Intermediaries and Distribution Channels

5.3.1 Distribution Channels, Value and Supply Chains

5.4 Intermediaries in the Travel and Tourism Industries

5.4.1 The Travel Trade Network

5.4.2 Roles and Functions of Travel Trade Intermediaries

5.4.3 Travel Trade Intermediaries and the Travel Experience

5.5 ‘Dub, Dub, Dub’ and Self-Service in Travel and Tourism

5.5.1 The Internet as a Tourism and Travel Distribution Channel

5.5.2 Tourism and Travel and the Internet

5.5.3 Advantages and Disadvantages of Internet-based Intermediation

5.5.4 Who Are the Self-Serving Customers in Travel and Tourism?

5.5.5 Some Findings from a Focus Group Study

5.5.6 Future Usage Trends, Patterns and Potential

5.6 Impacts of Internet Usage on Intermediaries: Disintermediation or Reintermediation ?

5.6.1 Disintermediation

5.6.2 Reintermediation

5.6.3 Cybermediation

5.7 Tourism, Travel and the Web 2.0 Environment

5.7.1 Inversion of Control

5.8 Conclusion

5.1 Appendix: Glossary of Key Terms

References

Tricks and Clicks: How Low-Cost Carriers Ply Their Trade Through Self-Service Websites

6.1 The Success of Low-Cost Carriers (LCCs)

6.2 Ideals for IS Developers and Marketers

6.3 Gummy Practices and Social Responsibility

6.4 Research Approach: Heuristic Evaluation

6.5 Analysis of the Heuristic Evaluations

6.5.1 Booking Flights

6.5.1.1 Destinations

6.5.1.2 Initial Pricing of Flights

6.5.1.3 Getting to a Final Price: Handling Fees, Taxes and Charges

6.5.1.4 Card Charges Policies

6.5.1.5 Frills or No Frills: Opt-in and Opt-out Fee-Based Services

6.5.2 Finding Cheap Flights

6.5.3 Contacting the Airline

6.5.3.1 Making an Enquiry or Giving Feedback

6.5.3.2 Nature of Contact Information

6.5.3.3 Making a Complaint

6.6 Discussion

6.7 Conclusions

References

Experiences of Users from Online Grocery Stores

7.1 Introduction

7.2 Background

7.3 History of the Grocery Store

7.3.1 Online Grocery Stores

7.3.2 Shopping Differences Between User Groups

7.4 Research Method

7.4.1 Usability Testing

7.5 Results - Usability Test Analysis

7.5.1 User Performance

7.6 Results - Post-Test Questionnaire Analysis

7.6.1 User Responses to the Open-Ended Question

7.6.1.1 Short Test

7.6.1.2 Medium Test

7.6.1.3 Long Test

7.6.1.4 Overall Feedback

7.6.2 Stressors

7.7 Conclusion

References

The Virtual Shopping Aisle: More or Less Work?

8.1 Introduction

8.2 Self-Service and Self-Service Technologies

8.3 Web-Based Self-Service

8.4 Evolutionary Changes in Grocery Shopping

8.4.1 Over-the-Counter Grocery Shopping

8.4.2 Self-Service Supermarkets

8.4.3 Online Grocery Shopping

8.5 Experiences of Online Grocery Shopping

8.6 Individual Preferences

8.7 Failures

8.8 Work Implications - Who Does What?

8.9 Conclusion

References

The Customer Rules and Other e-Shopping Myths

9.1 Introduction

9.2 Effective Engagement with Online Retail

9.3 The ‘SovereignConsumer’ and the e-Shopping Experience

9.3.1 Myths Deconstructed

9.3.2 Myth 1: e-Commerce Offers Greater Choice and Convenience

9.3.3 Myth 2: There Is Greater Access to Information

9.3.4 Myth 3: There Is More Effective Communication with Companies

9.4 Gender and Home e-Shopping

9.4.1 Focus on the Household

9.4.2 ‘Consumption Work in the Home’

9.4.3 Domestication of ICTs

9.4.4 Home e-Shopping

9.4.5 Home e-Shopping and Self-Service Issues: Discussion of Empirical Work

9.5 Conclusion

References

Internet Banking: An Interaction Building Channel for Bank-Customer Relationships

10.1 Introduction

10.2 Self-Service Technology and Internet Banking

10.3 Researching Customer Experience and Social Consequences of Internet Banking

10.4 Customer Experiences of Internet Banking

10.4.1 Customers as Service Co-Producers and/or Employees

10.4.2 Transfer of Work from Customers to Employees

10.4.3 Contradiction of Convenience and Stress

10.5 Social Consequences of Internet Banking

10.6 Conclusions

10.1 Appendix: Demographic Profile of Respondents - Users and Non-users of Internet Banking

References

Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty

11.1 Introduction

11.2 Serving the Customer with Self-Service Technology

11.2.1 Adoption of SST

11.2.2 Evaluation of Service Delivery

11.2.3 Goals of the Study

11.3 The Drivers of Loyalty

11.3.1 Customer Satisfaction

11.3.2 The Nature of Commitment - Affective and Calculative

11.3.3 Role of SST - Moderator or Mediated?

11.4 Testing the Alternative Models

11.4.1 Data Collection

11.4.2 Measures

11.4.3 Data Analysis

11.5 Discussion

11.6 Further Research

11.7 Conclusion

References

Web-Based Self-Service Systems for Managed IT Support: Service Provider Perspectives of Stakeholder-Based Issues

12.1 Introduction

12.2 Background

12.2.1 WSSs and After-Sales IT Support Provision

12.2.2 Managed IT Support Services and Knowledge-Centred Support (KCS)

12.2.3 Stakeholder-Oriented Relational Web-Based Enterprise Customer Service

12.2.4 Knowledge Transfer in Managed After-Sales IT Support Using WSSs

12.3 Stakeholder-Based Issues in Managed After-Sales IT Support Using WSSs

12.3.1 Stakeholders and Categories of CSFs

12.3.2 Critical Success Factors for Stakeholder Types

12.3.3 Critical Success Factors Specific to WSS Strategies

12.3.4 Stakeholder-Based Issues for Enabling Successful WSSs in Enterprise IT Support

12.3.4.1 Consideration of All Stakeholder Views

12.3.4.2 Specific Stakeholder Interpretations of CSFs

12.3.4.3 Stakeholder Interdependencies and Performance Management and Measurement in a B2B WSS Context

12.3.4.4 Impact of WSS on Stakeholder Relationships

12.3.4.5 B2B Stakeholder Relationship Complexity

12.3.4.6 Customer Co-contribution to Service

12.3.4.7 Intellectual Property, Security and Privacy

12.3.4.8 Complexities within Strategic Alliances

12.4 Conclusion

12.1 Appendix 1: CSFs for Knowledge Transfer from Support Organisation to Customer Organisation Using WSSs

12.2 Appendix 2: Glossary of Technical Terms

References

An Explanatory Model of Self-Service on the Internet

13.1 Introduction

13.2 Self-Service

13.3 Self-Service Technologies

13.4 Development of the Self-Service Model

13.4.1 Assessing the Validity of the Instrument

13.5 Application of the TCIE Research Instrument

13.6 Industry

13.6.1 Income

13.6.2 Technological Development

13.6.3 Culture

13.7 Discussion

13.8 Conclusion

13.1 Appendix: TCIE Measurement Instrument

References

Index