E-services: operating strategy—a case study and a method for analyzing operational benefits

By Kenneth K. Boyer, R. Hallowell, Aleda V. Roth. 2002

368 citations recorded by the source corpus.

Subfields: Management Information Systems, Marketing, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/e3e3a9f5d1b3108fdecef0fd521183e7d1d6e778

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In Management Information Systems

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Citations in the corpus

An analysis of the e-service literature: towards a research agenda (2006, background): “This interest has been further fuelled by evidence of poor e-service quality in some contexts ( Boyer et al. , 2002”
Service Quality in Multichannel Services Employing Virtual Channels (2006, background): “These can be defined as “all interactive services that are delivered on the Internet using advanced telecommunications, information, and multimedia technologies” (Boyer, Hallowell, and Roth 2002, p. 175).”
Whither Services Marketing? (2004, background): “Much of the production task for these physically intangible services is turned over, typically at remote locations, to consumers who often provide not only their labor but also their own equipment as they access network systems (Boyer, Hallowell, and Roth 2002).”
New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004, background): “…communications and information technology is altering the ways that customers interface with service providers and, therefore, may influence customers' perceptions of the service experience (Boyer et al., 2002; Heim and Sinha, 2001b; Huete and Roth, 1988; Oliveira et al., 2002; Roth, 2000, 2001).”
A consumer perspective of E-service quality (2005, background): “Some of this e-service research is applied and examines issues such as profiling e-service customers to improve retention [18].”
Understanding digital content marketing (2008, background): “As is evident from the analysis that follows, one of the key issues in the marketing of digital content is getting the customer to pay: The Internet consumer is accustomed to free information (Swatman et al. 2006, p.64) Customer perceptions of the value of digital and information content are inheren”