Services that are delivered over the Internet—e-services— pose unique problems yet offer unprecedented opportunities. In this paper, we classify e-services along the dimensions of their level of digitization and the nature of their target markets (business-to-business, business-toconsumer, consumer-to-consumer). Using the case of application services, we analyze how they differ from traditional...

Even though e-commerce business grows rapidly, still building customer trust on e-commerce becomes more difficult than building customer trust on physical store. This study aims to identify factors that influence customer trust on e-commerce, to compare how important those factors in influencing customer trust and furthermore, to assess how important customer trust for purchase and word of mout...

Decision Making Process for Bottom-of-the-Pyramid Consumers: A Case of FMCG products Abstract The purpose of this paper is to examine the nature of family purchase decision making at the Bottom of the Pyramid (BOP) using a study of BOP consumers in India. The primary objective is to identify the purchase approach of BOP consumers for Fast Moving Consumer Good (FMCG) products depending on the ro...

Drawing on trust transfer theory and signal theory, we investigate how perceived effectiveness of ecommerce institutional mechanisms (PEEIM) and perceived website quality of the seller (PWQS) moderate the relationships between trust in platform, trust in seller and purchase intention in the context of Consumer to Consumer (C2C) platforms. To test our proposed model, we surveyed 224 buyers of Ta...

We examined whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minority and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. Laboratory and field samples provide disturbing evidence generally...

The scope of this article is to explore the transaction profitability of frequent and sporadic buyers in the e-commerce arena. Evidence in relationship marketing literature stressing the impact of purchase frequency on customer transaction profitability as well as recent academic research challenging this approach and pointing out the importance of sporadic clients is analyzed and presented. A ...

The customers of modern telecommunication service providers implicitly create an interactive social networks of individuals, which both depend on and influence each other through various complex social relationships grown on friendship, shared interests, locality, etc. While delivering services on the individual basis, the social network effects exerted from customer-to-customer interactions re...

The primary focus of this research is to examine the extant research on the identification of individuals who have high potential for success in leadership roles, to review leadership theory as it applies to talent analytics, to identify current assessments that are available for predicting high leadership potential, and to examine the use of analytics tools in the field of human resources. The...

Concurrent enterprises and networks of business processes cannot function without each other. Cooperation in networks allows for faster reaction to business opportunities. Co-operation requires that the business processes and information technology (IT) systems within and between companies are well-aligned with the demands their environment puts upon them. This requires a careful and effective ...

While home services is a fast growing industry, little attention has been given to the management of its workforce. In particular, the productivity of home-service technicians depends not only on efficiently routing from customer-to-customer, but also the management of their skillsets. This paper introduces a model of technician routing that explicitly models individualized, experience-based le...