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Self-Service in the Internet Age

Expectations and Experiences

  • Book
  • © 2009

Overview

Editors:
  1. Fay Sudweeks
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  2. Celia Romm Livermore
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  3. David Oliver
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  • Focuses on an aspect of eCommerce that has not been researched - the role the internet plays in transforming the relationship between companies and customers
  • Looks at the services that are provided on the Internet from different industries and cultures to explore their social impact, rather than the technical mechanisms for building and operating them
  • Contributions from authors from around the world
  • A ground-breaking, time sensitive contribution to the literature in eCommerce

Part of the book series: Computer Supported Cooperative Work (CSCW)

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Table of contents (13 chapters)

  1. Front Matter

    Pages i-xii
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  2. Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena

    • Celia T. Romm, Dave Oliver
    Pages 1-17

  3. The Role and Implications of the Internet in Healthcare Delivery

    • Alex Broom
    Pages 19-36

  4. Self-Service and E-Education: The Relationship to Self-Directed Learning

    • Marilyn A. Wells, Phillip W. J. Brook
    Pages 37-62

  5. Stakeholder Expectations of Service Quality in a University Web Portal

    • Mary Tate, Joerg Evermann, Beverley Hope, Stuart Barnes
    Pages 63-83

  6. Cybermediation in the Tourism and Travel Industries

    • Les Killion
    Pages 85-110

  7. Tricks and Clicks: How Low-Cost Carriers Ply Their Trade Through Self-Service Websites

    • Chris Barry, Ann M. Torres
    Pages 111-137

  8. Experiences of Users from Online Grocery Stores

    • Mark Freeman
    Pages 139-160

  9. The Virtual Shopping Aisle: More or Less Work?

    • Dave Oliver, Celia Romm Livermore
    Pages 161-171

  10. The Customer Rules and Other e-Shopping Myths

    • Rachel McLean, Helen Richardson
    Pages 173-193

  11. Internet Banking: An Interaction Building Channel for Bank-Customer Relationships

    • Madhumita Banerjee
    Pages 195-212

  12. Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty

    • Sangeeta Singh, Line Lervik Olsen
    Pages 213-229

  13. Web-Based Self-Service Systems for Managed IT Support: Service Provider Perspectives of Stakeholder-Based Issues

    • Vanessa A. Cooper, Sharman Lichtenstein, Ross Smith
    Pages 231-255

  14. An Explanatory Model of Self-Service on the Internet

    • Dave Oliver, Celia Romm Livermore, Neveen Awad Farag
    Pages 257-274

  15. Back Matter

    Pages 275-277
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Keywords

About this book

Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.

Bibliographic Information

  • Book Title: Self-Service in the Internet Age

  • Book Subtitle: Expectations and Experiences

  • Editors: Fay Sudweeks, Celia Romm Livermore, David Oliver

  • Series Title: Computer Supported Cooperative Work

  • DOI: https://doi.org/10.1007/978-1-84800-207-4

  • Publisher: Springer London

  • eBook Packages: Computer Science, Computer Science (R0)

  • Copyright Information: Springer-Verlag London 2009

  • Hardcover ISBN: 978-1-84800-206-7Published: 28 November 2008

  • Softcover ISBN: 978-1-84996-753-2Published: 21 October 2010

  • eBook ISBN: 978-1-84800-207-4Published: 02 March 2009

  • Series ISSN: 1431-1496

  • Edition Number: 1

  • Number of Pages: IV, 276

  • Number of Illustrations: 16 b/w illustrations

  • Topics: Information Systems Applications (incl. Internet), Computers and Society

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