Service Qualtiy in the Virtual World: The Case of Extranets

Service Qualtiy in the Virtual World: The Case of Extranets

Beverly Hope (Victoria University of Wellington, New Zealand)
DOI: 10.4018/978-1-878289-95-7.ch002
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Abstract

The Internet has taken globalization of the marketplace from hyperbole to present-day reality. In this marketplace, information technology can be used to create and sustain market share. One such technology is the extranet. Extranets are increasingly being used to add value through business-to-business information sharing and transaction handling in a secure environment. Yet there is limited research into perceptions of service quality in Web-based Internet environments such as extranets. In this chapter we relate the literature on services and service quality to the developing literature on extranets. Five dimensions of service quality from the physical world are applied to the virtual world of commerce. It is concluded that dimensions of quality in human-to-human interactions may also apply to human-to-computer interactions, but that the factors which contribute to each dimension may differ.

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Table of Contents
Chapter 1
Rens Scheepers, Jeremy Rose
This chapter highlights some key implementation challenges associated with the introduction of intranet technology. Based on the case we will argue... Sample PDF
Organizational Intranets: Cultivating Information Technology For the People By the People
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Chapter 2
Beverly Hope
The Internet has taken globalization of the marketplace from hyperbole to present-day reality. In this marketplace, information technology can be... Sample PDF
Service Qualtiy in the Virtual World: The Case of Extranets
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Chapter 3
Katia Passerini, Mary J. Granger, Kemal Cakici
Many organizations are currently implementing Web-based instruction (WBI). Approaches to WBI vary according to the type of organization as well as... Sample PDF
Web-based Instruction in Organizations: Impact, Advantages and Disadvantages
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Chapter 4
Ashu Guru, Fui Hoon (Fiona) Nah
The availability of hypertext and animation has a promising impact on education. With an increasing number of online courses and degrees offered... Sample PDF
Effect of Hypertext and Animation on Learning
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Chapter 5
John C. McIntosh, Keng Siau
This research seeks to advance understanding of information as a source of value creation in the digital economy. It therefore focuses on the nature... Sample PDF
Managing Value-Creation in the Digital Economy: Information Types and E-Business Models
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Chapter 6
Ake Gronlund
For an organization to be able to deliver electronic services efficiently and professionally requires a “service infrastructure” including... Sample PDF
Building an Infrastructure to Manage Electronic Services
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Chapter 7
I. Hakan Yetkiner, Csilla Horvath
Recently, parallel to developments in the communication technology, on-line shopping has become increasingly popular for many products, like books... Sample PDF
Macroeconomic Implications of Virtual Shopping: A Theoretical Approach
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Chapter 8
Raymond R. Panko
In the next few years, we are likely to see dramatically improved wireless communication technologies and small handheld access devices (HADs) such... Sample PDF
M-Commerce: Mobile Electronic Commerce
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Chapter 9
Betty Wang, Fui Hoon (Fiona) Nah
E-business has changed the definition of enterprise systems. Beyond the core business functions that ERP has traditionally focused on, e-business... Sample PDF
ERP + E-Business = A New Vision of Enterprise System
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Chapter 10
Raymond R. Panko
Security is one of the fastest-growing concerns in e-commerce and intranets. This chapter describes a number of attacks that hackers may attempt... Sample PDF
Security: The Snake in the E-Commerce Garden
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Chapter 11
Ross A. Lunley
An organization’s e-commerce strategies either represent their entire existence for an Internet-only business or a significant investment by a... Sample PDF
Managing Web Site Performance and Reliability
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Chapter 12
John M. Artz
Data warehousing is an emerging technology that greatly extends the capabilities of relational databases specifically in the analysis of very large... Sample PDF
From Web Log to Data Warehouse: An Evolving Example
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