Cases on Managing E-Services (Premier Reference Source)

✍ Scribed by Ada Scupola

• Publisher: Information Science Reference
• Year: 2008
• Tongue: English
• Leaves: 324
• Category: Library

✦ Synopsis

After the first wave of e-commerce and e-business implementations, we are witnessing an e-services paradigm shift in the way businesses, governments and consumers are using Internet-based technologies and mobile communications to innovate and produce new products and services. Cases on Managing E-Services presents a wide range of real-life case studies in e-services in fields such as e-libraries, e-medicine, and e-insurance. Providing concrete examples of successes and pitfalls of e-services management, this unprecedented scholarly contribution also offers a much-needed definition and typology of e-services and their main characteristics through theoretical papers and case studies.

✦ Table of Contents

Cover Page......Page 1
Title: CASES ON MANAGING E-SERVICES......Page 2
ISBN 1605660647......Page 3
LIST OF REVIEWERS......Page 4
TABLE OF CONTENTS (with page links)......Page 5
DETAILED TABLE OF CONTENTS......Page 8
FOREWORD......Page 16
BACKGROUND FOR THE BOOK......Page 17
REFERENCES......Page 22
ACKNOWLEDGMENT......Page 24
SECTION I ISSUES AND CHALLENGES OF E-SERVICES......Page 25
INTRODUCTION......Page 26
SETTING THE STAGE E-SERVICES......Page 27
NONSERVICES......Page 28
CURRENT CHALLENGES CONDITIONS AND IMPLICATIONS......Page 29
CODIFICATION OF KNOWLEDGE......Page 30
ORGANIZATIONAL CHANGES......Page 32
REFERENCES......Page 33
ENDNOTE......Page 34
ABSTRACT......Page 35
INTRODUCTION......Page 36
BACKGROUND: THE NECESSITY FOR ENHANCED SECURITY DEVELOPMENT OF A PROPER STRATEGIC FRAMEWORK......Page 37
THE BASIC EUROPEAN REGULATORY INITIATIVES......Page 39
STANDARDIZATION ACTIVITIES FOR ELECTRONIC SIGNATURES......Page 40
THE IMPACT OF STANDARDIZATION ACTIVITIES IN THE SECTOR......Page 43
CONCLUSION......Page 47
REFERENCES......Page 48
INTRODUCTION......Page 53
RELATED WORK......Page 55
QUALITY ASSESSING METHODOLOGY......Page 57
QOS CRITERIA OF QUALITY MODEL......Page 58
IMPLEMENTATION RELATED ASPECTS......Page 59
QUALITY MEASUREMENT......Page 60
MEASURED PARAMETERS......Page 61
QOS ASSESSMENT MODEL......Page 62
PHASES OF THE MODEL......Page 64
PARAMETERS BEHAVIOR......Page 65
PARAMETERS DEPENDENCE......Page 67
EXPERIMENTAL RESULT RELATED TO A SPECIFIC SERVICE......Page 68
CONCLUSION......Page 69
REFERENCES......Page 70
INTRODUCTION......Page 73
ONLINE CUSTOMER SELF-SERVICE: PREVIOUS RESEARCH......Page 75
RESEARCH METHODOLOGY......Page 78
THE IMPORTANCE OF QUALITY DIMENSIONS......Page 79
THE INFLUENCE OF CUSTOMER’S PROFILE ON THE IMPORTANCE OF QUALITY DIMENSIONS......Page 80
CONCLUDING REMARKS......Page 82
REFERENCES......Page 83
INTRODUCTION......Page 85
NEWSPAPER BUSINESS ON THE INTERNET......Page 86
DIGITAL NEWSPAPERS AND READERS’ BEHAVIOUR......Page 87
IDENTIFICATION OF READING MOTIVATIONS: SPECIAL REFERENCE TO QUALITATIVE STUDIES......Page 88
IN-DEPTH INTERVIEWS......Page 89
READERS’ BEHAVIOUR PATTERNS: THE CHOICE OF DIGITAL VS. TRADITIONAL NEWSPAPERS......Page 91
FINDINGS......Page 92
CONCLUSION AND MANAGERIAL IMPLICATIONS......Page 95
REFERENCES......Page 96
ENDNOTES......Page 99
SECTION II CASES ON BUSINESS-TO-CONSUMER E-SERVICES......Page 100
INTRODUCTION......Page 101
BACKGROUND......Page 102
SPORTS ONLINE STORE......Page 110
REFERENCES......Page 111
FURTHER READING......Page 113
INTRODUCTION......Page 114
BACKGROUND......Page 115
SETTING THE STAGE......Page 117
CASE DESCRIPTION......Page 119
MARKET AND CUSTOMERS......Page 122
SERVICES......Page 123
INTERNAL OPERATIONS OF EAGENCY......Page 124
MANAGEMENT AND EMPLOYEES......Page 125
CURRENT CHALLENGES FACING THE ORGANIZATION......Page 126
CONCLUDING REMARKS......Page 128
REFERENCES......Page 129
ABSTRACT......Page 132
BACKGROUND......Page 133
SETTING THE STAGE ELECTRONIC INSURANCE SERVICES AND CONSUMERS......Page 134
EINSURANCE 1: ELECTRONIC INSURANCE BUSINESS (2003–2004)......Page 136
DESCRIBING THE MAIN RESULTS OF THE PROJECT......Page 137
ASSESSING THE UTILITY OF EINSURANCE PROJECTS......Page 143
CONCLUDING REMARKS......Page 147
REFERENCES......Page 148
FURTHER READING......Page 149
ENDNOTES......Page 150
ABSTRACT......Page 151
GOING PUBLIC......Page 152
THE BUSINESS MODEL......Page 153
SETTING THE STAGE......Page 154
CASE DESCRIPTION LITTLE THINKS IN A BIG WAY......Page 155
THE TRUST FACTOR......Page 156
THE HYPE ABOUT SKYPE......Page 157
THE MISSING LINK IN THE VALUE CHAIN......Page 158
CHALLENGES FACING EBAY......Page 159
REFERENCES......Page 160
SECTION III CASES ON BUSINESS-TO-BUSINESS E-SERVICES......Page 165
INTRODUCTION......Page 166
BACKGROUND......Page 167
THE BUILDING SECTION IN RAMBOLL......Page 169
TRADITIONAL BUILDING PROJECTS: PHASES AND PARTNERS......Page 170
USE OF ICT IN ENGINEERING CONSULTING......Page 173
ORGANIZATIONAL CHALLENGES......Page 176
CHALLENGES TO THE BUSINESS MODEL......Page 178
CONCLUSION......Page 179
REFERENCES......Page 180
ABSTRACT......Page 181
BACKGROUND: THEORY SUGGESTS MOVING TOWARDS SERVICES......Page 182
SETTING THE STAGE: SELLING PRINTERS AND PRINTER CAPACITY TO COMPANIES......Page 183
E-SERVICES: THE FLEET MANAGER SYSTEM......Page 184
DIFFERENTIATED OFFERINGS......Page 186
CHALLENGES AND NEW REQUIREMENTS......Page 187
CURRENT CHALLENGES FACING THE ORGANIZATION......Page 188
REFERENCES......Page 190
ABSTRACT......Page 191
BACKGROUND......Page 192
SETTING THE STAGE......Page 193
THE CHANGING SERVICE ENVIRONMENT IN THE ONLINE BROKERAGE SECTOR......Page 194
CURRENT ISSUES IN THE STOCK MARKET PROMPTING CHANGES IN ONLINE TRADING SERVICES......Page 195
CASE DESCRIPTION CASE ONE: E-BROKER ONE......Page 198
CASE TWO: INTERACTIVE BROKERS......Page 202
COMPARATIVE CASE ANALYSES......Page 207
CHALLENGES FACING THE ONLINE BROKERAGE SECTOR......Page 209
REFERENCES......Page 210
RELATED WEBSITES......Page 212
SECTION IV CASES ON E-GOVERNMENT......Page 213
INTRODUCTION......Page 214
THE ORGANIZATION......Page 215
DEMANDS FOR E-SERVICES......Page 216
THE PORTAL PROJECT......Page 217
CASE DESCRIPTION......Page 218
SINGLE SIGN-ON......Page 219
TYING THINGS TOGETHER......Page 220
TRANSFORMING ADMINISTRATIVE TASKS......Page 222
MANAGING LEARNING......Page 224
CURRENT CHALLENGES FACING THE ORGANIZATION......Page 225
REFERENCES......Page 227
FURTHER READING......Page 228
ABSTRACT......Page 229
E-SERVICES AND THEIR CHARACTERISTICS......Page 230
DANISH LIBRARY LANDSCAPE THE DANISH LIBRARY CONCEPT......Page 231
THE IMPORTANT ROLE OF DEFF IN THE DIGITALIZATION OF THE DANISH RESEARCH LIBRARY SYSTEM......Page 232
ORGANIZATION BACKGROUND: ROSKILDE UNIVERSITY LIBRARY......Page 233
ISSUES AND CHALLENGES IN THE ADOPTION OF E-SERVICES......Page 234
ORGANIZATIONAL CHANGE......Page 235
RELATIONSHIPS WITH CUSTOMERS/USERS......Page 236
FUTURE CHALLENGES......Page 237
CONCLUSION......Page 238
ENDNOTE......Page 239
APPENDIX 1: THE DANISH RESEARCH LIBRARY STATISTICS 2004......Page 240
ENDNOTE......Page 242
BACKGROUND......Page 243
HEALTH CARE SPENDING AND E-PROCUREMENT HEALTH CARE SPENDING......Page 244
TOOLS......Page 245
CORRELATION BETWEEN SPENDING ITEMS AND TOOLS......Page 246
SETTING THE STAGE......Page 247
CASE DESCRIPTION PHASE 1: THE PILOT INITIATIVES......Page 250
PHASE 2: THE PROGRESSIVE IMPLEMENTATION......Page 256
CURRENT CHALLENGES......Page 259
CONCLUSION......Page 260
REFERENCES......Page 261
ABSTRACT......Page 263
HEALTHCARE IN INDIA......Page 264
THE PROJECT CYCLE......Page 272
FUTURE CHALLENGES......Page 275
REFERENCES......Page 276
ABSTRACT......Page 278
BACKGROUND......Page 279
INDIAN HEALTH SERVICE......Page 280
CASE DESCRIPTION......Page 283
VIDEO SERVICE DELIVERY EVALUATION PLAN......Page 285
SERVICE ENHANCEMENT FOR CLIENTS:......Page 288
EVALUATION......Page 289
EXPANSION......Page 290
REFERENCES......Page 292
COMPILATION OF REFERENCES......Page 294
ABOUT THE CONTRIBUTORS......Page 314
INDEX (with page links)......Page 322