E-governance could be understood as the performance of governance via electronic medium to facilitate a transparent, efficient, and speedy process for making information readily available public, government organs, other social agencies perform administration activities government. Likewise, e-governance has become most adopted instrument transform functionaries in service delivery. Therefore, ...

The purpose of this study was to develop the yet limited empirical knowledge on the intensity of customer interaction and on specific customer roles in service innovation processes. An empirical study of twelve (12) business service innovation projects was conducted in cleaning and security, financial, and ICT services. Overall, direct customer interaction in service development can be characte...

We thank Michael R. Bauer for his support. We thank Tom Lee and Kevin Steensma for their comments on an earlier version of this paper. Last but not the least, we thank Yulin Long and Qian Wang for their excellent research assistance. ABSTRACT This study provides evidence on the role played by online customer experience in acquiring traffic and converting traffic to sales in a sample of pure Int...

In turbulent environments firms have to constantly adapt their business to the changing environment to achieve profitability. Identifying changing customer demand and responding to it through the introduction of new products and services is an important capability of a firm. In this regard, the concept of customer agility has been discussed in literature as the capability of a firm to sense and...

In today’s services driven economic environment, it is imperative for organizations to provide better quality service experience to differentiate and grow their business. Customer satisfaction (C-SAT) is the key driver for retention and growth in Retail Banking. Wait time, the time spent by a customer at the branch before getting serviced, contributes significantly to C-SAT. Due to high footfal...

Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both in...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other mark...