Economic theory defines services as customisable, interactive processes that providers have the potential to carry out together with clients that benefit from their effects. It is understood that service transactions are best organised by means of virtual collaborative networks, where ICT allows configuring multiple providers and processes on a per-request basis. Existing conceptual models for ...

Many Governments are using funding initiatives to encourage businesses, particularly small businesses to adopt e-commerce technology. One currently popular approach in Australia, has been to fund internet portal developments with a specific community or business focus. The success of such portals however, as with many Web developments has been mixed. This paper reports on the establishment of a...

An E-government service call center system based on SOA (Service-oriented Architecture) is designed, and the application of SOA in E-government, the overall design idea, the design plan, and the implementation of concrete functions are introduced in this article. With good flexibility and expandability, this system has good practical value and promotional value.

14 of the world's 15 ‘oldest’ countries (largest percentage of people age 65 plus) are to be found in Europe. While E-Government is currently establishing as the most important public sector reform strategy in the EU (Lisbon Agenda), age is a factor which strongly affects EGovernment usage. Under the label of ‘E-Inclusion’ EU policies seeks to solve also age-related digital divide issues. This ...

Business to consumer is expected to be one of the fastest growing segments of electronic commerce. One important and challenging problem in such context, is the satisfaction of user expectations about the Quality of Service (QoS) provided when applications are deployed on a large scale. In this paper, we will examine the use of dynamic QoS management techniques in combination with replication a...

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Many online service businesses are beginning to charge fees for services that they used to provide for free. It is unclear whether consumers are ready to embrace this practice. This study explores the critical issue of consumer attitudes toward fee-based online services. The results of the study indicate that consumers’ willingness to pay for online services is likely to be influenced by their ...

To reduce cost and effort, e-government is trying to maximize the digital interaction with its citizens. E-customs is a carry-over of such an effort. Worldwide Customs is transforming from the labor intensive paper work it used to be for ages to e-customs, where international trade is facilitated fully exploiting the global digital infrastructure of the 21st Century. Service-Oriented Auditing (...

This paper describes a study using mystery shoppers across multiple channels which investigated the traditional ‘line of visibility’ from service quality literature, and customer perceptions of organisational competencies “below the line”. We posited that in a multi-channel e-commerce environment, inconsistency or service breakdown above the line of visibility gives a negative impression of org...