Services, E-Services, and Nonservices

Services, E-Services, and Nonservices

Anders Henten (Center for Communication, Media and Information Technologies (CMI), Aalborg University, Denmark)
Copyright: © 2009 |Pages: 9
DOI: 10.4018/978-1-60566-064-6.ch001
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Abstract

This chapter examines the provision and codevelopment of electronic services, content, and applications at the conceptual level. There is focus on the provision of services electronically (e-services) and the development of user-produced electronic content and applications (nonservices). The chapter points at codifiability, digitization, and interpretation as three crucial conditions for the development of e-services and nonservices. Codifiability is the basic prerequisite, but even if knowledge is codifiable, it does not necessarily follow that it can be entirely digitized or that it will be interpreted in the same manner in different contexts. Regarding implications, an important issue is whether the development of e-services and nonservices leads to specialization and/or convergence in the production and marketing of informational services. Is there reason to anticipate that the production and marketing of informational services will develop differently from other production areas with respect to the implications of technology on the combination of specialization and convergence?
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Background

During especially the past two to three decades, services have increasingly come to the fore in social sciences. Consequently, discussions on the concept of services have erupted time and again, from Hill (1977) to Chesbrough and Spohrer (2006). The present chapter, however, does not venture into a long-winded definitional exercise of the service concept but stays with the basic definition of services. In contrast to goods, which can be separated from the immediate producers and sold on an anonymous market, services are not anonymous (Henten, 1994). Consumers will know who the immediate producers are (or will at least have the possibility to do so). It is often said that services are produced and consumed simultaneously and, therefore, require face-to-face contact between the producers and the consumers in the production/ consumption phase. This may not always hold entirely true, but the consumption will at least start right after the end of production – as in the case of repair work.

The basic definition of services has nothing inherently to do with whether the product is material or immaterial. The repair work of a plumber, for instance, is material in nature, but is a service. Indeed, information and communication technologies (ICTs) affect all kinds of goods and services with respect to their transaction on the market (e-business). However, in the case of data, information and knowledge services (informational services), it is the service itself which is affected. With ICTs, it is possible to enter data, information and knowledge (to the extent it can be codified) on digital media and use communication networks for transportation. This means that data, information or knowledge services increasingly can be separated from the immediate producers and sold on anonymous markets. They become goods in a sense. Formerly, paper was the primary physical medium for turning informational services into goods. Presently, electronic media increasingly dominate.

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Table of Contents
Foreword
Virpi Kristiina Tuunainen
Acknowledgment
Ada Scupola
Chapter 1
Anders Henten
This chapter examines the provision and codevelopment of electronic services, content, and applications at the conceptual level. There is focus on... Sample PDF
Services, E-Services, and Nonservices
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Chapter 2
Ioannis P. Chochliouros
The European Authorities have promoted a specific and innovative framework for the use of electronic signatures, allowing the free flow of... Sample PDF
Developing Measures and Standards for the European Electronic Signatures Market
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Chapter 3
Flavio Corradini
The quality assessment of e-government services is more and more emerging as a key issue within public administrations. Ensuring a proper quality of... Sample PDF
Quality Assessment of Digital Services in E-Government with a Case Study in an Italian Region
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Chapter 4
Calin Gurau
The evolution of information technology applications has changed the landscape of the service industry, offering the possibility of customer... Sample PDF
Self-Service Systems: Quality Dimensions and Users' Profiles
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Chapter 5
Carlos Flavián Blanco
The new online communication has had a considerable impact on the activities of the newspaper industry. As a result, analysis of the duality of... Sample PDF
Online Journalistic Services: Are Digital Newspapers Complementary to Traditional Press?
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Chapter 6
Mirjana Pejic-Bach, Miran Pejic-Bach
This chapter explores the possibilities for small and medium-sized enterprises (SMEs) to find their way to success in e-business. The basic... Sample PDF
Profightstore.com: Developing an Online Store for the Niche Market
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Chapter 7
Benita M. Gullkvist
This chapter analyses and provides an example of the introduction and first years of the management of accounting services and e-services in a... Sample PDF
Emerging E-Services in Accounting: A Longitudinal Case Study
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Chapter 8
Aki Ahonen, Jarno Salonen, Raija Järvinen, Jouni Kivistö-Rahnasto
The chapter introduces an innovative organizational logic for developing and designing electronic services especially in the context of financial... Sample PDF
eInsurance: Developing Customer-Friendly Electronic Insurance Services from the Novel Project Perspective
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Chapter 9
Zhongxian Wang, James Yao, Ruiliang Yan, Jeffrey Hsu
eBay provides online marketplaces for the sale of goods and services, online payments, and online communication offerings. Their three primary... Sample PDF
eBay: An E-Titan Success Story
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Chapter 10
Hanne Westh Nicolajsen
In this chapter we analyse organizational challenges when an engineering consultancy in the building industry integrates information and... Sample PDF
Limitations and Perspectives on Use of E-Services in Engineering Consulting
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Chapter 11
Esko Penttinen, Timo Saarinen, Pekka Sinervo
Today, many manufacturing companies are focusing on their service operations, which are often seen as a better source of revenue than the... Sample PDF
The Role of E-Services in the Transition from the Product Focus to the Service Focus in the Printing Business: Case Lexmark
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Chapter 12
Alexander Yap
This chapter focuses on the theme of e-service innovation in financial electronic markets. The discussion will cover the theories of “technology... Sample PDF
Evolution of Online Financial Trading Systems: E-Service Innovations in the Brokerage Sector
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Chapter 13
Simon Heilesen
Examining electronic services both as products and as organization, this chapter discusses the development and management of e-services at Roskilde... Sample PDF
The Case of Roskilde University E-Services
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Chapter 14
Ada Scupola
This chapter reports the findings of a case study of e-services adoption at research libraries. The case under consideration is Roskilde University... Sample PDF
E-Services in Danish Research Libraries: Issues and Challenges at Roskilde University Library
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Chapter 15
Tommaso Federici
This chapter deals with the introduction of electronic procurement in the public healthcare domain. After a brief discussion on the healthcare... Sample PDF
Introducing E-Procurement in a Local Healthcare Agency
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Chapter 16
Shashi Bhushan Gogia
The role of information technology (IT) in managing disasters is increasingly being recognized. The Healing Touch project was started after the... Sample PDF
Providing Telemental Health Services after Disasters: A Case Based on the Post-Tsunami Experience
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Chapter 17
Robert F. Rubeck, Glenn A. Miller
The need of rural and reservation residents to receive better government services has been long-standing. In spite of the best efforts of the Social... Sample PDF
vGOV: Remote Video Access to Government Services
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