How e‐commerce is transforming and internationalizing service industries

Wymbs, Cliff

doi:10.1108/08876040010347598

Cited by 97 publications

(67 citation statements)

References 21 publications

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“…Most advanced economies are becoming dominated by their continuingly growing services sector (c.f. Zeithaml andBitner 1996 andWymbs, 2000)). One of the main factors for this growth has been the development of tradeable services (Miles, 2001;Bilderbeek et al, 1998).…”

Section: Introductionmentioning

confidence: 99%

Evaluating Public Policy Formation and Support Mechanisms for Technological Innovation

Ramsey

Bond

2007

International Review of Applied Economics

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Policy evaluation is a complex task. Most approaches now adopt a mixed method approach combining both quantitative and qualitative techniques. A shortcoming of the standard approaches is that they fail to measure or investigate deeper perceptions of the policy. In this paper the usefulness of projective techniques as a tool for policy evaluation is investigated. Projective techniques are widely used in psychology and consumer studies but their usefulness in policy evaluation has still to be assessed. A simple evaluation is done in this paper by reporting on a study of owner-managers of tradeable-services small and medium size enterprises attitudes to Government e-business policy. The survey included firms from Northern Ireland, Republic of Ireland and New Zealand. Traditional quantitative and qualitative survey techniques were used, however these failed to produce conclusive evidence. To overcome this limitation two projective techniques-word association and completion tests were employed as an additional evaluation method. The paper illustrates how the results of projective techniques can be analysed using both context and matrix analysis. Given that the area of e-business is dynamic and fast changing and that SMEs are extremely heterogeneous, it is argued that the application of projective techniques to assess their attitudes and perceptions of government policy is a good test of the usefulness of the method. The results of the projective techniques lead to more insight into the perceptions and attitudes of the owner-managers and provide interesting individual perspectives into the issues. Problems with the method, such as costs, the level of skill needed to apply the technique and generalization are highlighted. The overall conclusions are that projective techniques could provide an interesting additional tool for policy evaluation and that further assessment of its usefulness is needed.

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Section: Introductionmentioning

confidence: 99%

Evaluating Public Policy Formation and Support Mechanisms for Technological Innovation

Ramsey

Bond

2007

International Review of Applied Economics

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“…Electronic commerce (e-commerce) has enabled banks to communicate and conduct business via a technological device rather than via a face-to-face transaction (Wymbs, 2000). The most common way e-commerce has enabled banks to communicate about their products and services is through electronic payment systems.…”

Section: Introductionmentioning

confidence: 99%

Adoption of technological innovations in the m-commerce industry

Ratten

2009

IJTMKT

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Abstract:The banking industry has globalised as a result of the many technology innovations created by the internet. The electronic commerce (e-commerce) industry is a result of these technological innovations that have revolutionised the way both consumers and businesses conduct business. In the past decade, banks have encouraged the use of e-commerce and most people are now comfortable conducting their banking online. More recently, mobile commerce (m-commerce) has started to gain momentum and an increasing amount of people are conducting their banking on mobile phone devices instead of through the internet. Mobile banking is a technological innovation that people adopt in different ways depending on internal and external environmental influences. In this paper, a social cognitive theoretical framework is adopted to understand an individual's intention to adopt mobile banking. A conceptual model is proposed, which helps to explain how environmental influences affect an individual's intention to adopt mobile banking. Implications for mobile banking and m-commerce industry are stated along with suggestions for future research on technological innovations.

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“…The basic structure of Importance-Performance Analysis (IPA) was first introduced and put into use by Martilla and James [5]. IPA draws the average score of the Importance and Performance of the service attributes in a two-dimensional graph.…”

Section: Research Approachmentioning

confidence: 99%

“…Rust and Kannan [4] argued that the services provided by online stores were not just the implementation of transaction orders or the instant answers to customer's questions. Real online service can provide customers with an experience of information interaction and serves as a way to improve the satisfaction and loyalty of customers [5]. Importance-Performance Analysis is an approach that is often used to measure performance and analyze competitive strategies.…”

Section: Introductionmentioning

confidence: 99%

Measurement of Online Shopping Service Quality: From the Perspective of E-Commerce Law

Wang¹,

Lee²,

Feng³

2017

Proceedings of the 2017 International Conference on Education, Culture and Social Development (ICECSD 2017)

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E-Commerce is a general term for commercial transaction or other types of business on the virtual network using the Internet as medium. The key factors for the success of online stores are not only the presentation on the WEB page or the low price strategy, but also the good quality of online service. The Importance-Performance Analysis (IPA) is an approach that is often used to measure performance and analyze competitive strategies. This study uses the IPA approach to analyze the service quality of online shopping provided by the case company, introduces nine indicators to measure the service quality of online shopping and puts forward suggestions for the competitive strategy as the basis for the improvement of competitive strategy of the case company.

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How e‐commerce is transforming and internationalizing service industries

Cited by 97 publications

References 21 publications

Evaluating Public Policy Formation and Support Mechanisms for Technological Innovation

Evaluating Public Policy Formation and Support Mechanisms for Technological Innovation

Adoption of technological innovations in the m-commerce industry

Measurement of Online Shopping Service Quality: From the Perspective of E-Commerce Law

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