TECHNOLOGICAL ENABLERS FOR PREVENTING SERVICE FAILURE WITH E-COMMERCE WEBSITES

Problems with digital services still occur at times, even for the most reliable services. Considering the consequences of these failures and their effects on the customer’s overall service quality perception and satisfaction, preventing these failures, and delivering reliable digital services, is a critical business competency. In addition, the fact that digital services are often co-produced by both service providers and their customers, shows the increasing role of both service providers and customers in preventing digital service failures (or service problems). In this study, we view the concept of digital service failure from the perspective of expectation-conformation theory, develop an Archimate architecture model and use it to design a typology of technological enablers (technologies and technological approaches) that can be used by businesses and their customers to prevent service failures at different stages of online purchase via e-commerce websites. The typology is relevant and useful for management information systems (MIS) academics and practitioners, particularly for information technology and digital service management researchers and the practitioner community

A TYPOLOGY OF TECHNOLOGICAL ENABLERS OF WEBSITE SERVICE FAILURE PREVENTION

An increasing range of services are now offered via online applications and e-commerce websites. However, problems with online services still occur at times, even for the best service providers due to the technical failures, informational failures, or lack of required website functionalities. Also, the widespread and increasing implementation of web services means that service failures are both more likely to occur, and more likely to have serious consequences. In this paper we first develop a digital service value chain framework based on existing service delivery models adapted for digital services. We then review current literature on service failure prevention, and provide a typology of technolo- gies and approaches that can be used to prevent failures of different types (functional, informational, system), that can occur at different stages in the web service delivery. This makes a contribution to theory by relating specific technologies and technological approaches to the point in the value chain framework where they will have the maximum impact. Our typology can also be used to guide the planning, justification and design of robust, reliable web services

An Investigation of the Factors Affecting Consumers’ Adoption of E-commerce: An Empirical Study of Saudi Arabia

This study identified a gap in the adoption of electronic (e)-commerce in Saudi Arabia in particular and developing countries in general and hopefully, provides some useful insight regarding e-commerce in Saudi Arabia. This study is limited to a small nation or group which makes generalization not essential (Bryman 2008,p.391). But at the same time, it provides a good base for further work that can be based on the findings of this study. Businesses across the world are launching e-commerce to increase sales by reducing costs, and extending their activities to serve their clients anywhere in the world. The literature, however, shows that in many developing countries e-commerce projects have failed due to a lack of consumers' readiness to adopt it whereas consumers in the developed countries have already incorporated e-commerce into their daily lives. In order for e-commerce to be successful in developing countries, consumers need to accept and adopt this service. This gap is addressed by this study so that developing countries come to benefit from e-commerce and avoid possible failures. The study presents the key factors (enablers and barriers) that affect consumers’ adoption of e-commerce. It aims to understand consumers’ perspectives, move theoretically to obtain suppliers’ comments on consumers’ viewpoints, gather any new aspects mentioned by them and finally to combine the two perspectives together to arrive at the final findings. The researcher investigated a number of research methodologies to find the one appropriate for this study. As a result, a qualitative research approach was adopted, which was used to understand and explain the phenomenon under investigation. Grounded theory methodology (GT) was used since it uses theoretical sampling that helped to achieve the study’s goals by moving theoretically from the first empirical study to the second. The study used various techniques to collect evidence such as semi-structure interviews, observations and official documents. The two empirical studies of this research offered a good understanding and further insights into e-commerce adoption among consumers. It reveals a roadmap for suppliers and governments that enable them to adopt e-commerce among consumers in developing countries. The findings of this study are divided into the following dimensions: cultural, telecommunication infrastructure, technical, suppliers’ responsibilities, financial, awareness, legal, delivery, tangible and intangible end-user characteristics, security, geographical and government’s responsibilities dimensions. Government’s responsibilities have been found to be the core category that affects most of the factors that are germane to this study. These factors can help decision makers understand the issues that are involved and effectively address them. The final paradigm model presented in chapter 8 illustrates the phenomenon, its causes, conditions, specifications and the required strategies that help to increase e-commerce adoption among consumers

Developing a Methodology for Online Service Failure Prevention: Reporting on an Action Design Research Project-in-Progress

The increasing use of online channels for service delivery raises new challenges in service failure prevention. This work-in-progress paper reports on the first phase of an action-design research project to develop a service failure prevention methodology. In this paper we review the literature on online services, failure prevention and failure recovery and develop a theoretical framework for online service failure prevention. This provides the theoretical grounding for the artefact (the methodology) to be developed. We use this framework to develop an initial draft of our methodology. We then outline the remaining phases of the research, and offer some initial conclusions gained from the project to date

Digital service problems: Prevention and user persistence in solving them

The service sector is an important and consistently growing sector of the world economy. It is estimated that the sector will make up two thirds of the total world Gross Domestic Product (GDP). Information Technology (IT) has been an important contributor to the fast and high grow of the sector by increasingly digitising the production, delivery and use of services. IT has enabled multiple parties, including user support service staff, employees (internal IT users) and customers (external IT users) of an organisation, to engage in the production, delivery and use of digital services. Consequently, both users and user support service staff of the organisations have an increased responsibility to both prevent IT problems from occurring, and solve them when they do occur. Problems with ITs can occur at different stages of a digital service value chain (i.e. sequential steps/stages required to produce and deliver a digital service), and may lead to a service failure in the user’s mind. Examples include problems with a self-check-out machine at a library, problems with an online registration system that occurs for university students, or a website that does not include an online payment functionality a user expects. Numerous studies in both Information Systems (IS) and service literature have focused on the role of the service staff in both preventing and solving digital service failures, but few have considered the user’s role in these. This thesis includes four original articles. The first article emphasises that prevention from digital service failures must be considered before establishing effective approaches to solving the problems. The article presents a typology of technologies and technological approaches that customers and businesses can use to support prevention from these failures. The rest of the articles consider situations where an IT-related service problem has occurred, and address the user’s behaviour of persistence in solving their own IT problem. From the user’s perspective, their persistence in solving the problem contributes to achieving a satisfactory outcome, and from the organisational perspective, such an outcome is important for maintaining their user satisfaction. User persistence is important both when trying to solve an IT problem alone, and when using support services. Studying user persistence can help organisations to design their user support services in a way that encourages user persistence, resolves the problems more efficiently and cheaply; and maintains their user satisfaction. The study of user persistence included the use of focus groups for data collection purposes. Surprisingly, qualitative methodology literature has little to say on analytical approaches to focus group data – particularly interactive participant data. Therefore, a focus group analysis framework was designed (presented in the second article) and was used in the analysis phase of the user persistence study. The third article uses the framework in its analysis phase, and (a) presents a conceptual clarification of user persistence in IT problem solving, (b) identifies the factors that contribute to user persistence, (c) develops a theory to explain that why a user decides to persist with a method of solving IT problems, and (d) develops a theory to explain that why the user decides to persist with the overall process (collective methods) of solving the problem. The fourth article presents the results of evaluating the robustness of the two theories and shows that the two theories are confirmed. The thesis concludes with the ‘contributions and conclusion’ chapter where it presents a summary of the contributions of the four articles to IS theory, methodology and practice

The Adaptation of Cloud Computing by the Hotel Industry

The concept of cloud computing has many benefits for the hotel industry. The migration to cloud computing is expected to have a major impact on the way that information and computer resources are handled by the hotel industry. Investment in technology must bring value to a business whether it’s a large international hotel chain or a small, independent resort. Since business strategy will vary, a detailed study must be performed to identify the major issues that must be analyzed before migrating to the cloud. The cloud is a highly adaptive IT infrastructure that can be shared by many different end users, each of whom might use it in very different ways. Computing resources can be dynamically and instantaneously distributed by the cloud provider as more users join the system (Mell & Grance, 2010). Cloud providers utilize a cloud infrastructure that is flexible, and which uses a highly efficient economy of scale approach in order to expand computer resources. Cloud computing can dramatically lower the time and cost of entry to business for smaller firms trying to benefit from computer-intensive business applications that were originally available only to very large corporations. Cloud computing offers an adaptable and dynamic provisioning of computer resources (Bandyopadhyay, Ghalsasi, Li, Marston, & Zhang, 2011). This allows for a very pliable scale of computing power that can distribute large amounts of computing power for relatively short amounts of time, or small, consistent streams. It can provide an almost immediate access to hardware resources, with little to no upfront capital investment. Since less IT hardware is necessary, computer resources become a smaller, operational expense with cloud computing

A Review of Critical Factors Impacting the Implementation of E-government in Developing Countries

A key challenge facing developing countries is the high failure rate of electronic government (e-government) programmes. Since its inception, e-government has been implemented globally with the aim that it will enhance the quality-of-service delivery, transform government's internal and external processes and make the public sector more effective and efficient. However, the majority of e-government initiatives have failed to meet their objectives, particularly in developing countries. Therefore, this research considers the factors facilitating and inhibiting the successful implementation of e-government in developing countries. The methodology adopted for the thesis was a qualitative research approach. Secondary data was collected through a literature review of various sources, namely government publications, annual reports compiled by international development agencies and relevant books. To address the research question, I identified literature from journal articles with expertise in information systems such as the Electronic Journal for E-government. The research findings indicate that e-government in developing countries is impacted by various infrastructural, financial, political, socio-economic, organisational and human related aspects. Some of these include the digital divide, resistance to change, limited ICT skills and a lack of robust regulatory frameworks. The study concludes that successful e-government does not solely rest on technology. Instead, developing countries need to understand the impact of the various local contextual factors. These are the fundamental aspects that must be considered during the strategic design of e-government initiatives to ensure they are appropriate for and relevant to local conditions

Antecedents and Outcomes of Information Privacy Concerns in Online Social Networking: A Theoretical Perspective

This article attempts to contribute to the information privacy literature by providing a comprehensive theory on antecedents and outcomes of Online Social Network (OSN) users’ information privacy concerns. Based on a review of existing literature on information privacy and considering the unique characteristics of OSN setting, this paper develops a conceptual model with 14 propositions. The goal of this theory is twofold: (1) to explicate OSN provider organization’s information practices that lead emergence of users’ information privacy concerns and discuss the specific conditions under which these practices are perceived privacy issues, (2) to identify the behavioural and affective outcomes of users’ perceived information privacy concerns

Marketing technology for adoption by small business

The adoption of technology for marketing is essential for the survival of small businesses and yet little is understood about owner-manager practice in this area. This paper aims to address that gap through a qualitative study of 24 owner-managed small businesses operating in the visitor economy. It found that there was a strong appetite for the adoption of technology for marketing and a clear recognition of its opportunities particularly related to how it could create a stronger market orientation and more agile marketing, adhering to the principles of effectual reasoning. However, the ability to take advantage of these opportunities was constrained by a lack of knowledge and in particular an inability to measure the return on investment. While the wider implications of the study are limited by the niche sample, a planning model for the adoption of technology for marketing is presented which can be tested through future research

Enforceability of digital copyright on the darknet?

This dissertation seeks to comparatively analyse different emerging jurisprudence of pioneering jurisdictions on the operability of enforcing digital copyright in light of the growing use of the Darknet. It addresses the legal lacuna in the existing copyright laws with regards to enforcement against the illegal distribution of infringing copies of online digital content. It also seeks to illustrate how the concept of digital copyright protection has been compromised by the inoperability of enforcement laws on illegal distribution via the Darknet. It thereby advocates for a 'digital use' exemption and or free access as a recommendation. Although the advancement of technology created new and advanced forms of distribution or availing copyrighted works to the public, these new advanced channels of distribution have been compromised by rogue online clandestine file sharing networks. Digital copyright protection laws have been advanced so as to respond to illegal online file sharing, however, they have had limited impact due to the vast, flexible and unregulated nature of the internet which transcends the territorial nature of any single state's copyright laws. Currently, online file sharing is effected through peer to peer networks due to their operational convenience. This dissertation suggests that the need to control distribution, legally or technological, is driven by the urge to enable digital copyright owners to benefit financially from their works and get a return on their investment. Technologically, this has been effected through the adoption of Digital Rights Management (DRMs) measures that control access to these works through the use of paywalls on commercial websites that require online consumers to pay/ subscribe first before they gain access to the copyrighted works. (eg Netflix, Showmax, itunes e.t.c) However, since absolute control over one's digital works, online, is impossible, the success of these access-control mechanisms remains debatable and remain vulnerable to technologically sophisticated users who could easily circumvent them and make the protected works available to millions of other users in Darknets. This, in effect, creates a parallel and free market for digital content. Darknets have grown as the new preferred channel of distribution due to their unique features which have rendered any judicial or legislative threat of sanctions, merely academic and detached from practical application. The Darknet essentially provides for user privacy, in anonymity, and security from monitoring and detection. These two primary features have exacerbated online piracy as various Darknets ISPs have now developed more user-friendly Darknet versions for the average mainstream user. This dissertation will highlight how the digital creative industry faces an existential threat with the growing use of Darknets. Darknets have created a virtual environment where illegal digital content distribution continues with impunity, since the burden of the enforceability of copyright rests squarely on the individual copyright holder and the pursuit of liability only begins upon detection of any such infringement of copyright. In effect, copyright owners, most often than not, lack the technological expertise to monitor and detect and thereby cannot enforce their copyright. As such, this dissertation postulates that the legal/ technological effort to maintain any form of monopoly over digital content online is an unattainable objective. As a solution, to end both online piracy and safeguarding the financial interests of copyright owners, a change in the approach to digital copyright is needed. This will be achieved through creating a 'digital use' exemption and or free access. Rather than copyright owners trying to control access, they should provide free access and profit on alternative revenue business models. Free access to digital content will do away with the need of online users to pirate and also save copyright owners the effort and resource to keep monitoring the virtual world for infringement. It will also counter-react to the Darknet's parallel market since users will have free access to digital content from the official distribution websites. This dissertation will interrogate the viability of this option