Impact of e-Service Quality on Satisfaction and Loyalty Intentions: Differences between Buyers and Visitors

Past researchers have studied the links between electronic service quality and satisfaction and/or loyalty intentions without differentiating between visitors and buyers. This paper presents some results relating to this differentiation. Based on an online questionnaire administered to 1,557 clients of two leading French e-commerce Websites specialized in online travel and electronic and cultural goods, the results highlight that electronic service quality dimensions (Reliability, Security/Privacy, Ease of Use and Design) could explain Satisfaction, Word-of-Mouth, Visiting and Buying Intentions. Security/Privacy and Ease of Use are important dimensions for converting visitors into buyers. In order to improve online conversion rates, Websites should focus on these dimensions

Organização do trabalho, subjetividade e confiabilidade na atividade de mergulho profundo Labor organization, subjectivity and reliability on the deep-sea diving activity

Neste artigo destacamos a dimensão coletiva do trabalho na atividade de mergulho profundo e os componentes subjetivos aí implicados, por considerarmos que tais aspectos são fundamentais para pensar a segurança e a confiabilidade nos sistemas sociotécnicos complexos. Tomamos como material empírico privilegiado a investigação inicial conduzida por Figueiredo (2001) acerca das condições em que se desenvolve esta atividade na bacia de Campos (região norte do Estado do Rio de Janeiro), que é permanentemente terceirizada e está inserida na indústria petrolífera offshore. Ao desconsiderar algumas das chamadas regras de trabalho fundamentais, assim como o papel decisivo que estas desempenham no curso das tarefas, o modo de organização do trabalho vigente cria obstáculos sérios à coesão e à consolidação dos coletivos, minando o potencial de cooperação aí presente, com graves riscos para a confiabilidade do sistema analisado e para a saúde (mental) e segurança dos mergulhadores.<br>In this paper, we focus on the collective dimension of the deep-sea diving work and, specially, the subjective compounds implicated in such activity, because we consider such aspects so fundamental to think the security and the reliability of the complex social-technical systems. We took as empirical field the investigation conducted by Figueiredo (2001) concerning the conditions in which this activity is developed in the Campos Oil Fields (Northern region of the state of Rio de Janeiro), that is permanently outsourced and inserted in the offshore oil industry. Our analysis showed that when some of the so-called fundamental rules of work are not considered, such as the decisive role that these rules perform in the execution of the tasks, the way of labor organization is presented, creates serious obstacles to cohesion and to consolidation of the work collectives, mining the inner cooperation potential, with serious risks to the reliability of the analyzed system and to the mental health and security of the divers