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17
An assessment of equivalence between online and mail surveys in service research
- Journal of Service Research
"... On behalf of: ..."
Self-service technology and online financial service choice
- International Journal of Service Industry Management
, 2007
"... Purpose – The application of self-service technology in transaction-based e-service (e.g. online financial services) creates a challenge for firms: what combination of features should they offer to satisfy needs from different customer segments? This paper seeks to address the above question by high ..."
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Cited by 14 (3 self)
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Purpose – The application of self-service technology in transaction-based e-service (e.g. online financial services) creates a challenge for firms: what combination of features should they offer to satisfy needs from different customer segments? This paper seeks to address the above question by highlighting similarities and differences of consumer preferences among self-service, hybrid service and professional service segments for online financial services. Design/methodology/approach – This study employs a web-based discrete choice experiment, in which 1,319 consumers were offered different account alternatives, which include features for self-service and professional assistance, price per transaction, and promotion offers. Findings – The results demonstrate that overall, consumer preferences for features of online financial services differ across segments. Moreover, with the variation in the strength of self-reliance, interesting trends regarding the relative importance of features are observed. With the given customer segments, this study also identifies several demographic features with significant effects on the choice of service alternatives through a multinomial logistic model. Originality/value – The authors believe that these results have both managerial and research implications for
Seven Contexts for Service System Design
"... Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanced encounters, self-service, computational services, multi-channel, multidevice, and location-based and context-aware services. This paper examines the characteristic concern ..."
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Cited by 10 (2 self)
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Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanced encounters, self-service, computational services, multi-channel, multidevice, and location-based and context-aware services. This paper examines the characteristic concerns and methods for these seven different design contexts to propose a unifying view that spans them, especially when the service-system is “information-intensive. ” A focus on the information required to perform the service, how the responsibility to provide this information is divided between the service provider and service consumer, and the patterns that govern information exchange yields a more abstract description of service encounters and outcomes. This makes it easier to see the systematic relationships among the contexts that can be exploited as design parameters or patterns, such as the substitutability of stored or contextual information for person-to-person interactions. A case study for the design of a “smart multichannel bookstore ” illustrates the use of the different design contexts as building blocks for service systems. 1.
A TRIZ-Based Method for New Service Design
- Journal of Service Research
, 2005
"... This article demonstrates the viability of applying the theory of inventive problem solving (TRIZ) to services by proposing a new approach to new service design. Tradi-tionally, the effectiveness of new service design is unpre-dictable as service design relies largely on inspiration and the past exp ..."
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Cited by 6 (0 self)
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This article demonstrates the viability of applying the theory of inventive problem solving (TRIZ) to services by proposing a new approach to new service design. Tradi-tionally, the effectiveness of new service design is unpre-dictable as service design relies largely on inspiration and the past experiences of service designers. By integrating TRIZ problem-solving tools and its knowledge base, the authors propose a new TRIZ-based approach to address this weakness in service design. Through two case studies, the proposed model is verified. This demonstrates the rele-vance of TRIZ to service design. It is hoped that this article will raise awareness among service researchers so that more studies in this direction are conducted.
Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel
, 2009
"... informs doi 10.1287/mnsc.1090.1066 ..."
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Financial Services
, 2006
"... Given the rapid increase in the consumer use of online services and the increase in competition between firms that compete online, firms are faced with a crucial challenge. Having invested significant resources in transitioning consumers from using offline services to using online services, they now ..."
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Cited by 1 (0 self)
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Given the rapid increase in the consumer use of online services and the increase in competition between firms that compete online, firms are faced with a crucial challenge. Having invested significant resources in transitioning consumers from using offline services to using online services, they now need to understand what drives consumers to choose between competing online services. Our study seeks an exploratory answer to the above challenge. Specifically, we consider, “what role do factors that drive consumers into using online services play in assisting firms better compete in the online space? ” This paper explores the above question by quantifying the value that consumers of an online financial service place on having access to in-depth product information, an affordable online service, an easy to use online service, access to offline capabilities, and available marketing promotions. The results reported in this paper are based on a web-based discrete choice experiment in which 2,209 consumers were asked to compare various online financial service offerings, differing from each other in terms of the relative availability of our critical factors. The results demonstrate that
What drives the choice of a third-party logistics provider
- Journal of Supply Chain Management
, 2011
"... Research at the University of Wollongong. The views expressed here are solely those of the authors who are listed in alphabetical order. The authors wish to thank Dr John Gattorna and Stuart Whiting for their contributions to discussions and the direction of the research project. 2 ..."
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Cited by 1 (0 self)
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Research at the University of Wollongong. The views expressed here are solely those of the authors who are listed in alphabetical order. The authors wish to thank Dr John Gattorna and Stuart Whiting for their contributions to discussions and the direction of the research project. 2
1 Customer use of virtual channels in multi-channel services: Does type of activity matter?
"... This paper examines whether customer use of virtual channels varies with the type of service activities (e.g. information search, transactions) they engage in. Based on data from a multichannel bank, we first investigate the impact of customer distance to the nearest branch on the degree of use of v ..."
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This paper examines whether customer use of virtual channels varies with the type of service activities (e.g. information search, transactions) they engage in. Based on data from a multichannel bank, we first investigate the impact of customer distance to the nearest branch on the degree of use of virtual channels (internet and phone, aggregated), for different types of activities. Second, when customers do resort to virtual channels to conduct activities, we look at their relative channel preferences (internet vs. phone) for different types of activities. The results inform design decisions about which activities to offer through virtual channels.
People’s Republic of China, and
"... in operational e-service design attributes An empirical investigation of service quality ..."
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in operational e-service design attributes An empirical investigation of service quality
University of Wollongong Research Online
"... RFID and supply chain management: introduction to the special issue ..."
