SERVICE-PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS

Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification scheme that differentiates service-process stages on a continuum of flexibility. Using data on electronic service-processes collected from 255 electronic food retailers, we identified eight configurations for the taxonomy. We also collected and analyzed publicly reported customer satisfaction survey data that were available for 52 electronic food retailers in the study sample. The results of this analysis indicate positive and significant correlation of the ordering of the taxonomy configurations with (i) customer satisfaction with product information, product selection, web site aesthetics, web site navigation, customer support, and ease of return, and (ii) customer loyalty. Taken together, the results of our empirical analyses demonstrate that the taxonomy captures information and variety within and across the electronic service-process configurations in ways that can be related to customer satisfaction and customer loyalty.Marketing, Research and Development/Tech Change/Emerging Technologies,

Digital archives, e-books and narrative space

In this paper we are concerned with the capacity of digital media to enable publics to tell their own environmental stories using digital broadcast archives (DBAs). We consider how digital media afford different ways of telling stories in relation to digital media archives. Central to this discussion is our experience of writing e‐books as part of the AHRC‐funded project “Earth in Vision: BBC coverage of environmental change 1960–2010”. The e‐book format has been adopted in order to explore some of the possibilities for writing environmental history and politics using DBAs

Examining the Linkage Between FRAMES and GMS

Because GMS provides so many features, of which some are also addressed by FRAMES, it could represent a platform to link to FRAMES, or FRAMES could represent a platform to link to GMS. The focus of this summary is to examine the strengths and weaknesses of the potential linkage direction and provide recommendations for the linkage between FRAMES and GMS

Report of the Stanford Linked Data Workshop

The Stanford University Libraries and Academic Information Resources (SULAIR) with the Council on Library and Information Resources (CLIR) conducted at week-long workshop on the prospects for a large scale, multi-national, multi-institutional prototype of a Linked Data environment for discovery of and navigation among the rapidly, chaotically expanding array of academic information resources. As preparation for the workshop, CLIR sponsored a survey by Jerry Persons, Chief Information Architect emeritus of SULAIR that was published originally for workshop participants as background to the workshop and is now publicly available. The original intention of the workshop was to devise a plan for such a prototype. However, such was the diversity of knowledge, experience, and views of the potential of Linked Data approaches that the workshop participants turned to two more fundamental goals: building common understanding and enthusiasm on the one hand and identifying opportunities and challenges to be confronted in the preparation of the intended prototype and its operation on the other. In pursuit of those objectives, the workshop participants produced:1. a value statement addressing the question of why a Linked Data approach is worth prototyping;2. a manifesto for Linked Libraries (and Museums and Archives and …);3. an outline of the phases in a life cycle of Linked Data approaches;4. a prioritized list of known issues in generating, harvesting & using Linked Data;5. a workflow with notes for converting library bibliographic records and other academic metadata to URIs;6. examples of potential “killer apps” using Linked Data: and7. a list of next steps and potential projects.This report includes a summary of the workshop agenda, a chart showing the use of Linked Data in cultural heritage venues, and short biographies and statements from each of the participants

Back from the brink: Microsoft and the strategic use of standards in the Browser Wars

The browser wars are probably the best-chronicled standards competition in recent history. Yet the standard lock-in model does not readily account for the dramatic change in fortunes of Microsoft. At one time it seemed that Microsoft would be go the way of IBM before it and fail to catch the next technological wave in the computer industry. However Microsoft managed to capture the browser market, overturning Netscape''s initial domination of the market. In seeking to understand this dramatic return of events, the paper begins by outlining the key elements of the Arthur model. This is followed by a historical narrative of the browser wars that highlights three aspects of this technological competition; firms'' strategic use of standards, users'' considerations of initial set-up costs, and the degree of interconnectivity between product markets. The paper finally considers how the standard lock-in model may be extended in order to encompass these dimensions.economics of technology ;

Political Advocacy on the Web: Issue Networks in Online Debate Over the USA Patriot Act

This dissertation examines how people and organizations used the World Wide Web to discuss and debate a public policy in 2005, at a point of time when the Internet was viewed as a maturing medium for communication. Combining descriptive and quantitative frame analyses with an issue network analysis, the study evaluated the frames apparent in discourse concerning two key sections of the USA Patriot Act, while the issue network analysis probed hypertext linkages among Web pages where discussion was occurring. Sections 214 and 215 of the USA Patriot Act provided a contentious national issue with multiple stakeholders presumed to be attempting to frame issues connected to the two sections. The focus on two sections allowed frame and issue network contrasts to be made. The study sought evidence of an Internet effect to determine whether the Web, through the way people were using it, was having a polarizing, synthesizing, or fragmentizing effect on discussion and debate. Frame overlap and hypertext linkage patterns among actors in the issue networks indicated an overall tendency toward synthesis. The study also probed the degree to which there is a joining, or symbiosis, of Web content and structure, in part evidenced by whether patterns exist that like-minded groups are coming together to form online community through hypertext linkages. Evidence was found to support this conclusion among Web pages in several Internet domains, although questions remain about linking patterns among blogs due to limitations of the software used in the study. Organizational Web sites on average used a similar number of frames compared to other Web page types, including blogs. The organizational Web pages were found to be briefer in how they discussed issues, however. The study contributes to theory by offering the first known empirical study of online community formation and issue advocacy on a matter of public policy and through its finding of a linkage between Web content and Web structure. Methodologically, the study presents a flexible mixed-methods model of descriptive and quantitative approaches that appears excellently suited for Internet studies. The dissertation’s use of fuzzy clustering and discriminant analysis offer important improvements over existing approaches in factor-based frame analysis and frame mapping techniques