Abstract
We can observe a relatively low popularity of service management platforms (SMPs). Therefore is a need for searching causes of this situation and remedies. In the course of the conducted research, the authors identified a significant problem of lack of social trust in SMPs and service providers on the Internet. One of the ways to reduce its scale is to use social collaboration solutions (SCSs). Relying on transparency of activities and on social and professional relations, they can bring the consumer closer to the service provider and its customer community by receiving various stimuli resulting from social interactions.
The aim of this paper is to determine consumer attitudes towards SMPs and to identify and analyse the impact of determinants of the usefulness of SCSs in building trust in service providers and SMPs. The questionnaire survey conducted by means of CSAQ, the scope of which embraced the Polish market, identified consumer experiences with SMPs to date and their expectations of such platforms.
This paper is part of a project funded by the National Science Centre awarded on the basis of the decision number DEC-2011/03/HS4/04291.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsReferences
Boehmann, T., Leimeister, J.M., Moeslein, K.: Service systems engineering: a field for future information systems research. Bus. Inf. Syst. Eng. 2, 73–79 (2014)
Schenkel, P., Osl, P., Österle, H.: Towards an electronic marketplace for bricks-and-mortar services. In ACIS 2013 Proceedings (2013)
Cruz-Cunha, M.M., Varajão, J., Miranda, I., Lopes, N., Simoes, R.: An e-marketplace of healthcare and social care services: the perceived interest. Procedia Technol. 5, 959–966 (2012)
North, N.S.: Social media’s role in branding: a study of social media use and the cultivation of brand affect, trust, and loyalty (2011)
Adali, S., Escriva, R., Goldberg, M.K., Williams, G.: Measuring behavioral trust in social networks. In: 2010 IEEE International Conference on Intelligence and Security Informatics (ISI), pp. 150–152. IEEE (2010)
Maciaszek, L.A.: Competence Center Services for Society (CC S4S) Research Agenda (2015). http://s4s.ue.wroc.pl/index.php/research-agenda
Polska Agencja Rozwoju Przedsiębiorczości: Rozwój sektora e-usług na świecie – II edycja (2012). www.web.gov.pl/e-booki/272_1789.html
Blythe, J.: Consumer Behaviour. SAGE Publications, London (2013)
Schenkel, P., Osl, P., Oesterle, H.: Towards an electronic marketplace for bricks-and-mortar services. In: Deng, H., Standing, C. (eds.) ACIS 2013: Information Systems: Transforming the Future: Proceedings of the 24th Australasian Conference on Information Systems, Melbourne, Australia, 4–6 December 2013, pp. 1–11 (2013)
Amiona, Business Engineering Institute St. Gallen AG. http://www.amiona.com/
Kagermann, H., Österle, H., Jordan, J.M.: IT-Driven Business Models, p. 220. Wiley, New Jersey (2010)
Flis, R., Szut, J., Mazurek-Kucharska, B., Kuciński, J.: Bariery hamujące rozwój i globalizację e-usług. Badanie zapotrzebowania na działania wspierające rozwój usług świadczonych elektronicznie (e-usług) przez przedsiębiorstwa mikro i małe, PARP, Warszawa, Poland (2009)
Główny Urząd Statystyczny: Społeczeństwo informacyjne w Polsce w 2014 r (2014)
Ridings, C., Gefen, D., Arinze, B.: Psychological barriers: Lurker and Poster motivation and behavior in online communities. Commun. Assoc. Inf. Syst. 18, 329–354 (2006)
Wolny, R.: Innowacje w świadczeniu usług – potrzeba czy konieczność? Handel Wewnętrzny, tom 2. Marketingowe sposoby kreowania wartości dla klienta, pp. 302–303 (2013)
Kim, D.J., Ferrin, D.L., Raghav Rao, H.: A trust-based consumer decision-making model in electronic commerce: the role of trust, perceived risk, and their antecedents. Decis. Support Syst. 44(2), 544–564 (2008)
Knight, M., Cook, C.: Social Media for Journalists – Principles and Practice, p. 4. Sage Publications Ltd., London (2013)
Kaplan, A.M., Haenlein, M.: Users of the world, unite! the challenges and opportunities of social media. Bus. Horiz. 53, 59–68 (2010)
Jespersen, L.M., Hansen, J.P., Brunori, G., Jensen, A.L., Holst, K., Mathiesen, C., Rasmussen, I.A.: ICT and social media as drivers of multi-actor innovation in agriculture–barriers, recommendations and potentials. European Commission, Directorate-General for Research (2014)
Kutera, R., Łysik, Ł., Machura P.: Zero moment of truth: a new marketing challenge in mobile consumer communities. In: Proceedings of European Conference on Social Media (ECSM 2014), The Journal of Information, Communication and Ethics in Society (JICES), Emerald, Brighton, UK (2014)
Gafni, R., Nissim, D.: To social login or not login? - exploring factors affecting the decision. Issues Inf. Sci. Inf. Technol. 11, 57–72 (2014)
Kutera, R., Łysik, Ł., Machura P.: Mobile and social technologies in marketing campaigns in Poland – a research study. In: Cunningham, P., Cunning ham, M. (eds.) eChallenges e-2013 Conference Proceedings. IIMC International Information Management Corporation Ltd. (2014)
Marsden, P.V., Wright, J.D.: Handbook of Survey research, p. 13. Bingley, Emerald (2010)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Springer International Publishing Switzerland
About this paper
Cite this paper
Łysik, Ł., Kutera, R., Machura, P. (2015). Social Collaboration Solutions as a Catalyst of Consumer Trust in Service Management Platforms - A Research Study. In: Abramowicz, W. (eds) Business Information Systems. BIS 2015. Lecture Notes in Business Information Processing, vol 208. Springer, Cham. https://doi.org/10.1007/978-3-319-19027-3_18
Download citation
DOI: https://doi.org/10.1007/978-3-319-19027-3_18
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-19026-6
Online ISBN: 978-3-319-19027-3
eBook Packages: Computer ScienceComputer Science (R0)