Next steps in SERVQUAL - Adjusting to digitalization of services

Web-based service market places have been established as the fast-growing Internet technology has facilitated e-commerce platforms that enable buyers of services to connect with service providers in various different fields (Banker & Hwang, 2008). With the birth of e-commerce, it has become important to be able to monitor and enhance web-based service quality (Li et al., 2002). Ongoing attempts to understand the dynamics of service in an online context have indicated that service quality is related to customer satisfaction (Luo & Lee, 2011) and loyalty (Chang & Wang, 2008). Therefore, it is important for firms to identify factors that contribute to e-service satisfaction and perceived value (Zhang et al., 2006). E-service has been constantly evolving to incorporate new and continuous technological innovations. E-services must meet customers’ increasing expectations while at the same time adapt to the unique features of the Internet in order to gain user acceptance. E-service providers have realized the importance of satisfying customers. (Zhang et al. 2006) Therefore, identifying the factors that create customer satisfaction with e-services is critical. Even though there are numerous studies on service quality in physical settings, e-service lacks empirical research (Zhang et al., 2006). Since e-service quality and perceived value of websites are regarded as the key influential factors for internet marketing (Chang & Wang, 2008), it becomes necessary to research the phenomenon more thoroughly. To examine factors affecting customer satisfaction with e-services, I conducted a survey. The questions were based on existing studies on both perceived service quality and characteristics of e-commerce. The goal was to find out which factors affect customer satisfaction in an online service context. For the study I interviewed ten consumers on their expectations and experiences from online travel agencies. These results were compared to interviews conducted with eight travel agency representatives from four different travel agencies. The results indicate that some modification to existing theory is needed and new dimensions should be considered when measuring e-service quality

Climate change reshuffles northern species within their niches

Climate change is a pervasive threat to biodiversity. While range shifts are a known consequence of climate warming contributing to regional community change, less is known about how species' positions shift within their climatic niches. Furthermore, whether the relative importance of different climatic variables prompting such shifts varies with changing climate remains unclear. Here we analysed four decades of data for 1,478 species of birds, mammals, butterflies, moths, plants and phytoplankton along a 1,200 km high latitudinal gradient. The relative importance of climatic drivers varied non-uniformly with progressing climate change. While species turnover among decades was limited, the relative position of species within their climatic niche shifted substantially. A greater proportion of species responded to climatic change at higher latitudes, where changes were stronger. These diverging climate imprints restructure a full biome, making it difficult to generalize biodiversity responses and raising concerns about ecosystem integrity in the face of accelerating climate change.The authors analyse four decades of distribution data for various taxonomic groups to understand the shift of species within their climatic niches and the changing influences of different climate factors. The diverse and diverging climate imprints raise concerns about future ecosystem integrity.</p