BACKGROUND Enhancing service efficiency and quality has always been one of the most important factors to heighten competitiveness in the health care service industry. Thus, how to utilize information technology to reduce work load for staff and expeditiously improve work efficiency and healthcare service quality is presently the top priority for every healthcare institution. In this fast changi...

5 Work on how consumers evaluate electronic service quality is both topical and important 6 due to the well accepted criticality of electronic channels in selling products and services. 7 However, most of the relevant research on electronic research quality is preoccupied with 8 the web site Internet context and most of the studies are single-country studies, inhibiting 9 conclusions of general...

Value creation from e-business for customers in healthcare is an important topic in academic and practitioner circles. This chapter reports the findings from a two-year research study, which found that disappointing results from the muchhyped application service provider (ASP) business model is currently being replaced by perceived new opportunities from Web services. Yet past failings from ASP...

The trend that the electronic market is taking, aided by the concomitant development of mobile devices, suggests a major change from the way electronic commerce is done today. The increased use of PDAs and laptops requires that ecommerce services and transaction processing facilities need to be accessed from a wireless device. This brings new and challenging research problems into the picture. ...

Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported beha...

With electronic government (e-government) gaining prominence across the globe as a means for effective service delivery to the citizens, there is an increasing interest in examining its service quality dimensions. Yet, there is limited empirical research on the impact of the SERVQUAL gap (the gap between perceived service quality and expected service quality) on user satisfaction with e-governm...

Cryptocurrency, and its underlying technologies, has been gaining popularity for transaction management beyond financial transactions. Transaction information is maintained in the blockchain, which can be used to audit the integrity of the transaction. The focus on this paper is the potential availability of block-chain technology of other transactional uses. Block-chain is one of the most stab...

“Compliance” is a multi-faceted concept that encompasses the capability of an organization to monitor and meet impinging obligations. It has recently become an area of significant concern to many major multi-national organizations. The proliferation of service-oriented systems rely on rich behavioral descriptions of functionality to facilitate seamless application composition and interoperation...

In the wake of quality and time management, increasing emphasis has been placed on service quality. Maintenance and customer service are personnel-intensive divisions and precise monitoring of the personnel is difficult. An organizational response to this situation is to increase the freedom and scope of action of the service specialists through the combination of market-like allocation mechani...

This paper explores the role of shopbot and pricebot software agents in electronic service markets, where users have to wait to obtain the service or product because sellers can only process requests at a finite rate. In our model, we consider a stream of customers that arrive in a market and, based on their expected utility costs, choose a seller from which they receive service, and we explore...