Purpose -This paper develops a research model to examine the relationship among e-service quality dimensions and overall service quality, customer satisfaction and purchase intentions. Design/methodology/approach -Data from a survey of 297 online consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. Findings -The analytical results showed that the dimensions of web site design, reliability, responsiveness, and trust affect overall service quality and customer satisfaction. Moreover, the latter in turn are significantly related to customer purchase intentions. However, the personalization dimension is not significantly related to overall service quality and customer satisfaction. Research limitations/implications -Future research can use different methodologies, such as longitudinal studies, focus groups and interviews, to examine the relationship between service quality and customer purchase behaviour in online shopping contexts.Practical implications -This study suggests that to enhance customer purchase intentions, online stores should develop marketing strategies to better address the trustworthiness, reliability, and responsiveness of web-based services. Online stores can devote valuable corporate resources to the important e-service quality attributes identified by this study. Originality/value -This study developed the instrument dimensions of e-service quality by modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this study provide a valuable reference for managers of online stores, as well as for researchers interested in internet marketing.

Senior managers have shown an increasing interest in understanding and encouraging knowledge-sharing behaviour in their organizations. However, very few empirical studies have examined senior managers' perceptions of knowledge-sharing behaviour. This study used Ajzen's theory of planned behaviour (TPB) to develop and test a research model to assess the factors that influence encouragement of knowledge-sharing intention and behaviour by senior managers. The data from a survey of senior managers in Taiwan were used empirically to test the proposed research model. Moreover, confirmatory factor analysis (CFA) was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling (SEM) technique was used to evaluate the research model. The analytical results showed that the research model fitted the data well and the main determinants of enterprise knowledge-sharing behaviour were the encouraging intentions of senior managers. Additionally, senior managers' attitudes, subjective norms and perceived behavioural control were found to positively influence intentions to encourage knowledge sharing. Finally, research and practical implications were suggested.

Purpose -To examine the impact of organizational learning factors (training available, technical expertise, and knowledge level) and knowledge management processes (knowledge acquisition, knowledge application, and knowledge sharing) on e-business systems adoption level. Design/methodology/approach -The data from a survey of 202 IS executives in Taiwan were used empirically to test the proposed research model. Moreover, confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to evaluate the research model. Findings -The analytical results showed that organizational learning factors and knowledge management processes are closely related to the level of e-business systems adoption. However, knowledge sharing did not significantly affect e-business systems adoption level. Research limitations/implications -Future studies could seek an enhanced understanding of the impacts on the level of e-business adoption of the organizational learning and knowledge management factors investigated in this paper through structured interviews and case studies of IS executives dealing with ongoing or recently completed e-business systems projects. Practical implications -Owner/managers considering e-business systems adoption would be best to focus on both social and technical factors, and their interaction within and beyond the organization, rather than focusing exclusively on technological considerations. Originality/value -This paper has implications for e-business managers or policy-makers in formulating policies and targeting appropriate organizational capabilities to ensure effective adoption of e-business systems.

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Purpose -To examine how socio-technical factors (e.g. organizational climate and IT support) affect the intention to encourage knowledge sharing through their effects on three innovation characteristics: perceived relative advantage, compatibility, and complexity. Design/methodology/approach -The data from a survey of 154 senior executives in Taiwan were used empirically to test the proposed research model. Moreover, confirmatory factor analysis was conducted to examine the validity of the measurement model, and the structural model also was analysed to test the associations hypothesized in the research model. Findings -The results showed that organizational climate significantly influences perceived relative advantage, compatibility, and complexity, which in turn positively affected the intention to encourage knowledge sharing. Contrary to previous studies, this study found that IT support did not significantly affect the three innovation characteristics of knowledge sharing. Research limitations/implications -This paper was limited to examine the perceptions of senior executives regarding knowledge sharing. Therefore, a similar research model should be developed to predict and explain the determinants of organizational intention to encourage knowledge sharing by perceptions of employees. Practical implications -This paper suggests that make an increased effort to allow employees to suggest ideas for new opportunities and foster a positive social interaction culture before introducing knowledge sharing initiatives. Specifically, creating an organizational climate characterized by top management support, open communication, stimulus to develop new ideas and respond rapidly to new opportunities is likely to encourage both management and employees to socialize and interact frequently with each other thus driving knowledge sharing intentions. Originality/value -This paper has implications for business managers or policy makers to formulate policies and target organizations appropriately to ensure the effective creation of a knowledge sharing culture.