The Role of IT in the Formation of a Company\u27s Offering - A Framework for Empirical Analysis

In this study, we explore the role of information technology in the seller’s decision to formulate an offering. On the basis of a review of existing studies, we identify three dimensions characterizing the nature of a company’s offering as a part of a comprehensive business model. We analyze offerings on the continuum from product-oriented to service-oriented offerings. The established dimensions are: degree of standardization, timing of costs and price quotation principle. We identify three types of factors (to be tested empirically) affecting the seller’s decision to formulate an offering. These factors are: (1) the use of IT (the degree of integration to electronic business between the buyer and supplier organizations), (2) factors endogenous to the company’s offering, (i.e., scope of contract and type of installations to maintain), and (3) factors exogenous to the company’s offering, (i.e., factors relating to technical unpredictability and core competencies)

Systematic Literature Review: Taxonomy Of Services In E-Government

In the context of e-Government, the modality of e-Government Services is a popular research area since it modulates the effectiveness of facilitating services to users. Here we classify the characteristics of services in e-Government into five groups: services orientation, services attributes, services organizations, levels of services adoption, and services of communication technology forms. We identify these groups by analyzing e-Government services characteristics through mapping between services characteristics, and use a systematic review of e-Government services characteristics. This study includes a discussion of the results of the taxonomy that we built and some recommendations to improve the taxonomy further. Some limitations are described. This taxonomy differs from other taxonomies by focusing on governmental services characteristics rather than governmental and nongovernmental organizations and their municipalities. In Conclusion, the taxonomy proposed here will aid decision-makers and practitioners in developing e-Government systems to facilitate communicating between supplier-side and demand-side

An Ontology for Product-Service Systems

Industries are transforming their business strategy from a product-centric to a more service-centric nature by bundling products and services into integrated solutions to enhance the relationship between their customers. Since Product- Service Systems design research is currently at a rudimentary stage, the development of a robust ontology for this area would be helpful. The advantages of a standardized ontology are that it could help researchers and practitioners to communicate their views without ambiguity and thus encourage the conception and implementation of useful methods and tools. In this paper, an initial structure of a PSS ontology from the design perspective is proposed and evaluated

Perceived recourse and redress risk (PRRR): conceptualisation and preliminary scale development

Prior to purchase, consumers expect that retailers are able to handle their complaints and resolve problems effectively. However, consumers’ efforts in seeking proper recourse and redress often end in frustration. This has given rise to consumers’ perceived lack of effective and efficient complaint management systems, creating a barrier to purchasing – this is termed “Perceived Recourse and Redress Risk” (PRRR). This research posited that existing purchase risk dimensions – performance, financial, privacy, physical, psychological, social, time, and convenience risks – do not adequately capture consumers’ PRRR as a barrier to purchase, and formal scales for measuring constructs that are directly central to recourse and redress failures do not exist. This research discovered the types of risk related to consumers’ PRRR and investigated the potentially risky purchase contexts that influence the salience of PRRR. New items were developed to measure these aspects of perceived risk. From the experiments, consumers perceived a higher level of PRRR when they used an interactive complaint channel compared to when they used a remote complaint channel to seek redress; a higher PRRR for online purchases compared to offline purchases; and a higher PRRR for purchases that involved a foreign retailer compared to purchases from a locally owned retailer. Purchase platform and consumers’ level of ethnocentrism did not moderate the impact of both complaint channel and retailer’s country of origin on consumers’ level of PRRR. Dimensions of PRRR such as “Unreturned”, “Transferred”, “Inaction”, and “No Action due to Policy” showed more consistent significant effects than other dimensions such as “Invalid”, “Rudeness”, “Extended Delay”, and “Incompetence”. This research shed light on effective complaint management systems and suggests that certain changes in the way complaints are handled could result in different and more desirable consumer behaviours, so affecting consumer loyalty