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Self-service on the Internet : an explanatory model

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conference contribution
posted on 06.12.2017, 00:00 authored by David OliverDavid Oliver, C Romm Livermore, N Farag
This paper describes research that identifies and classifies the dimensions of self-service activity enabled through the Internet. Self-service is effected by organizations providing ways and means whereby customers perform tasks related o the procurement of goods and services. We describe how an instrument used to measure Internet based self-service was developed, validated and applied. The results from the application of the instrument across a large number of websites covering a range of industries, countries and cultures are analysed and discussed. The study supports our initial model in which type of industry, level of technological development, and cultural factors are proposed as explanatoryvariables for web based self-service. We conclude with an assessment of this programme of research’s achievements so far.

Funding

Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)

History

Parent Title

Proceedings of the Bled eCommerce Conference : eMergence : Merging and emerging technologies, processes, and institutions, Bled, Slovenia, 3-6 June, 2007.

Start Page

1

End Page

14

Number of Pages

14

Start Date

01/01/2007

ISBN-13

9789612322045

Location

Slovenia

Publisher

International Bled eConference

Place of Publication

Slovenia

Peer Reviewed

Yes

Open Access

No

Era Eligible

Yes

Name of Conference

International Bled eConference