81 research outputs found
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Service quality measurement in the internet context: A proposed model
The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established that the measurement of service quality is an important procedure for the improvement of the success and performance of any organisation. Facts indicate that more attention is needed toward developing an industry-specific scale for measuring customer service quality within the still-developing sector of Internet-based self-service technologies. The main objectives of this research paper are two-fold; firstly, to review comprehensively previous and contemporary literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring customer service quality in the specific context of Internet-based self-service technologies, secondly, to propose a conceptual model for service quality perceptions of Internet-based self-service technologies through identifying its key antecedents and consequences. The findings of this study will be significant for both scholars and practitioners in this area as it provides a deep understanding of the way customers evaluate services provided via self-service technologies
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The rationale of e-health evaluation: The case of NHS Direct
An important area of research is that of the evaluation of e-health services. A holistic e-health evaluation framework should address the aspects that are hampering healthcare services from embracing the full potential of information and communication technologies towards successful e-health initiatives. Towards building a holistic evaluation framework for e-health services, this paper is intended to examine the rationale of e-health evaluation, as the paper argues that this aspect should be addressed first in the development of such a framework. NHS Direct which is one of the largest e-health services in the world has been chosen to discuss and validate a set of evaluation rationales and their applicability in practice
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Investigating the impact of cross-cultural on CRM implementation: a comparative study
In a competitive world there is a need for companies to maximise all their resources. One of the resources that are often overlooked is that of existing customer base. Customer relationship management (CRM) is a tool that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customersâ perception. CRM consists of three simultaneous considerations that drive CRM strategy: (1) people, business culture and relationships, (2) processes, and (3) technology. In a globalise economy, cross-cultural is becoming of extreme importance to many researchers and practitioners, but there is a lack of literature on the impact of cross-cultural on CRM implementation. Multinational organizations face the situation of how to adopt CRM implementation process according to differences in culture factors from country to country
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Adoption of CRM: cross-cultural impact, a literature review
In a competitive world there is a need for companies to maximise all their resources. One of the resources that is often overlooked is that of existing customer base. Customer Relationship Management (CRM) is an area that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customersâ perception. CRM systems are used in many multinational organizations mainly to achieve customer loyalty and retention, increase cross selling and to improve customer satisfaction. A normative review of researches done to evaluate CRM systems shows that between 25 to 75 percent of CRM systems have failed (to various degrees) because of neglecting cultural awareness. Implementing CRM systems is a time consuming and expensive business, and the impact of failure can have a dramatic effect on the organization IT investment. Multinational organizations face the situation of how to adopt CRM implementation process according to differences in culture factors from country to country. Although there are studies that investigate the relation of cultural issues to general IT implementations, there is a noticeable lack of literature on the impact of cross-cultural on CRM implementation. This paper focuses on the impact of cross-cultural on CRM systems, and tries to summarize work done to explore the cultural awarenessâ issues that influence CRM system
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A strategic framework for e-government adoption in public sector organisations
E-government has been recognized as a change agent for public sector reform. Through this change, the public sector
organisation plans to increase operating efficiencies, build information-sharing partnerships and improve communication
with other organisations, as well as with the public. Several studies have discussed how e-government will transform public
sector organisations from traditional paper-based systems to electronic delivery that leads self-service operations that develop
efficiently managed internal business process. However, a number of voids exist in the immature e-government literature,
regarding its adoption strategy and process.
This paper looks at the implementation aspect of e-government in public sector organisations. The paper critically reviews the
issues of e-government adoption and identifies factors that affect the implementation process, such as, technical,
organisational, and environmental. In addition, the authors discuss the benefits and barriers that might influence the decision
making process toward the adoption of e-government in public sector. Since, e-government is an emerging research area,
there is limited literature explaining the framework of e-government adoption. Therefore, this study suggests a strategic
framework for e-government adoption that will assist decision makers in public sector organisations to support their egovernment
adoption strategy and guide the IT developers for implementation process of e-government project
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