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IT Service Climate: An Extension to IT Service Quality Research

Ronnie Jia, Blaize Reich, J. Michael Pearson
2008 Journal of the AIS  
Building on research into climate from the organizational psychology literature, we propose a new construct, IT Service Climate, and a theoretical model that links IT Service Climate with antecedents and  ...  In this research, we investigate the other side of the IT-user relationship and look inside the IT function to identify variables that could affect IT service quality.  ...  We thank the senior editor and reviewers for their comments and suggestions. An extended abstract of an earlier version of the paper was included in ICIS 2005 Proceedings.  ... 
doi:10.17705/1jais.00159 fatcat:7qzmyd23t5d3fgjocdcftbekvm

A Conjoint Approach to Understanding IT Application Services Outsourcing

Andrew Schwarz, Bandula Jayatilaka, Rudy Hirschheim, Tim Goles
2009 Journal of the AIS  
Our results found that the three most significant drivers of an IT application service choice were cost, risk, and vendor capability.  ...  Based upon this, we offer implications for decision-makers and researchers, along with directions for future research.  ...  Manoj Agrawal at Binghamton University for his valuable comments and guidance in the Conjoint design.  ... 
doi:10.17705/1jais.00209 fatcat:y26cgbb3cjhern77ilztr7juaa

"Deal with it": How coping with e-service innovation affects the customer experience

Robert Ciuchita, Dominik Mahr, Gaby Odekerken-Schröder
2019 Journal of Business Research  
If e-service providers want to avoid losing existing customers, they must understand how customers deal with the changes introduced by incremental innovations and the resulting impacts on the customer  ...  To address these research questions, the current study proposes a conceptual model based on service innovation, appraisal and coping, and customer experience theories and empirically tests it with data  ...  Conceptual model and hypotheses of how customers deal with the change introduced by incremental e-service innovation and its consequences.  ... 
doi:10.1016/j.jbusres.2019.05.036 fatcat:pvkiq6tnwfhfza4phy2vkalciy

Understanding user behaviour and its metrics

David Brown, Bernard Dumouchel
2007 Information Services and Use  
This is a timely issue for the British Library as it revisits its science, technology and medical strategy to meet its own changing needs as well as the needs of new generations of researchers.  ...  This will require adaptations to our information and knowledge services and policies, something I suspect applies to all ICSTI members here engaged in service provision.  ...  Acknowledgements Special thanks to Penny Bunch, Emma Cass, Elisabeth Maître-Allain and to Antoine Raulin for their efforts in organizing the workshop, and to Morgan Wolfe for her contributions to the summary  ... 
doi:10.3233/isu-2007-271-202 fatcat:6iq33njd4zdjpldgaduycu24sq

Service robots, agency and embarrassing service encounters

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz
2021 Journal of Service Management  
Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.Design/methodology/approachThis study employs a mixed-method approach, whereby  ...  an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).FindingsResults show that interactions with service robots attenuated customers' anticipated embarrassment.  ...  Then, we examine the reasons why and how service robots can potentially mitigate embarrassment.  ... 
doi:10.1108/josm-12-2020-0435 fatcat:idtiqnmcfjhvxifhii7vzyci3y

The Impact of Endogenous Motivations on Adoption of IT-Enabled Services

Philipp Wunderlich, Johann Kranz, Dirk Totzek, Daniel Veit, Arnold Picot
2013 Journal of Service Research  
The proposed model integrates the theory of planned behavior and the self-determination theory and is tested with survey data gathered from 462 users and 537 nonusers of home energy management services  ...  For this reason, this study aims at augmenting the understanding of how different types of motivation determine consumers' intention to adopt transformative services.  ...  Acknowledgements The authors would like to thank the major German energy provider for providing access and grants to support the data collection.  ... 
doi:10.1177/1094670512474841 fatcat:qpanjja25zg4xk4dthum4g253e

Contextual layers of service experience in professional business services

Johanna Still, Hanna Komulainen, Satu Nätti
2018 The journal of business & industrial marketing  
2) How specific characteristics of professional service context may influence customer experience at these different layers?  ...  We tie the discussion concerning different contextual layers of service experience to this specific operating context with the aim of identifying their importance and influence in service experience.  ...  This creates both positive and negative aspects for managers of professional business service firms to deal with; e.g. how to encourage these kinds of relationships to be formed and further maintained  ... 
doi:10.1108/jbim-10-2017-0255 fatcat:6uymhcaajbe4fn5nj3vnedos3m

Bradley's "my station and its duties" and its moral (in)significance

Dina Babushkina
2019 Zeitschrift für Ethik und Moralphilosophie  
I argue that Bradley rejects the normative thesis of MSID theory that identifies moral obligation with social requirements because he finds bottom-up idealization (what ought to be must conform to what  ...  My argument relies on a detailed analysis of "my station and its duties".  ...  The greater part of the work on this paper was carried out in the Spring of 2016 at Harris Manchester College (University of Oxford), and I feel indebted to its staff and members for their assistance,  ... 
doi:10.1007/s42048-019-00049-0 fatcat:2phx2i4rtvatjb7d6z4smruiyu

Products and services in cyberspace

Joe Peppard, Anna Rylander
2005 International Journal of Information Management  
In this paper we focus on business-to-consumer (B2C) markets and explore consumer products and services in cyberspace, distinguishing them along a number of dimensions.  ...  Consequently, the concept of products and services requires study.  ...  Physical spaces form important constituent parts of what we might call "settings", to which a set of social norms instructing us how to behave are attached.  ... 
doi:10.1016/j.ijinfomgt.2005.04.005 fatcat:aig4vrpn3vdethastxbr4kzc3y

Human Resources Performance in Service Encounters – A Customer Service Case Study

2011 Economia: Seria Management  
But can we talk about efficiency in terms of human resources and their allocation to a specific task? And how one asses the activity of the employees when considering service encounters?  ...  As per an economic perspective, this term may also mean a minimum quantity of supplies which can generate a maximum result.  ...  Acknowledgements This work was cofinaced from the European Social Fund through Sectoral Operational Programme Human Resources Development 2007-2013 project number POSDRU/107/1.5/S/77213 "Ph.D. for a career  ... 
doaj:3ca202debc9b4a7b8859902e482b2db6 fatcat:xplqvharnbhgrjru4a225beua4

Modeling the Human Side of Service Delivery

Benjamin Schneider, David E. Bowen
2009 Service Science  
The principles we outline apply to services with both high and low customer contact.  ...  We by no means describe all of them or even the entire body of research for those we do mention.  ...  it does and the ways it does things, particularly relative to how the organization will go about coping with the challenges it faces.  ... 
doi:10.1287/serv.1.3.154 fatcat:tltbqz7jnnhehgikj7q3kenpha


Dr Sasikumar, Dr ONYX, Dr Vinayagam, Dr Gokulakrishnan
2022 Zenodo  
Service marketing for BBA, Bcom and MBA  ...  It is vital to define an aspiration centered on what matters to customers-and on how it affects your business.  ...  Customers want to do business with companies that keep their promises, particularly their promises about the service outcomes and core service attributes.  ... 
doi:10.5281/zenodo.6295073 fatcat:7a5onfvnw5aobco3fu7q22vsuq

The Service-Dominant Logic of Marketing and Marketing Ethics

John Williams, Robert Aitken
2011 Journal of Business Ethics  
from the viewpoint of Marketing Ethics and concluded that whilst S-D logic does not have explicit ethical content, the Foundational Premises (FPs) of S-D logic do have implicit ethical content.  ...  However, it should be pointed out that whilst the article explores the ethical potential of S-D logic it does not privilege any particular ethical position or code.  ...  and, 'How can the values of our customers be taken into account?' For Marketing theorists the questions revolve around 'Why do people have these values?'  ... 
doi:10.1007/s10551-011-0823-z fatcat:wkza6l25onasvkgadgylnwlzh4

Systematic e-Service Innovation [chapter]

Darrell Mann
2021 E-Service [Working Title]  
The number of service challenges is very finite, and guaranteed that someone, somewhere has already solved your service problem. 3.  ...  Most service innovation attempts fail on their first day because they begin from a false understanding of what customers want.  ...  When dealing with complex systems, as we inevitably are when it comes to innovation, such a task is fraught with difficulties.  ... 
doi:10.5772/intechopen.96463 fatcat:7vcazawcmfcrnmpsi3jujmrwca

Enterprise Oriented Services [chapter]

Daniel Oppenheim, Krishna Ratakonda, Yi-Min Chee
2010 Lecture Notes in Computer Science  
We describe a service-oriented framework that supports how distributed enterprises can collaborate on doing work. Our model separates the concerns of doing from managing work.  ...  Executing service plans can then be modified in real-time, providing the enterprise with agility and flexibility.  ...  For simplicity we have depicted a small set of representative hub-teams that deal with managing operations, governances, and the customer.  ... 
doi:10.1007/978-3-642-16132-2_8 fatcat:oxwmefz6nfaqpjsfr5iv2us4sm
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