Self-Service in the Internet Age

1. Front Matter

   Pages i-xii

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2. Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena

   • Celia T. Romm, Dave Oliver

   Pages 1-17

3. The Role and Implications of the Internet in Healthcare Delivery

   • Alex Broom

   Pages 19-36

4. Self-Service and E-Education: The Relationship to Self-Directed Learning

   • Marilyn A. Wells, Phillip W. J. Brook

   Pages 37-62

5. Stakeholder Expectations of Service Quality in a University Web Portal

   • Mary Tate, Joerg Evermann, Beverley Hope, Stuart Barnes

   Pages 63-83

6. Cybermediation in the Tourism and Travel Industries

   • Les Killion

   Pages 85-110

7. Tricks and Clicks: How Low-Cost Carriers Ply Their Trade Through Self-Service Websites

   • Chris Barry, Ann M. Torres

   Pages 111-137

8. Experiences of Users from Online Grocery Stores

   • Mark Freeman

   Pages 139-160

9. The Virtual Shopping Aisle: More or Less Work?

   • Dave Oliver, Celia Romm Livermore

   Pages 161-171

10. The Customer Rules and Other e-Shopping Myths

    • Rachel McLean, Helen Richardson

    Pages 173-193

11. Internet Banking: An Interaction Building Channel for Bank-Customer Relationships

    • Madhumita Banerjee

    Pages 195-212

12. Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty

    • Sangeeta Singh, Line Lervik Olsen

    Pages 213-229

13. Web-Based Self-Service Systems for Managed IT Support: Service Provider Perspectives of Stakeholder-Based Issues

    • Vanessa A. Cooper, Sharman Lichtenstein, Ross Smith

    Pages 231-255

14. An Explanatory Model of Self-Service on the Internet

    • Dave Oliver, Celia Romm Livermore, Neveen Awad Farag

    Pages 257-274

15. Back Matter

    Pages 275-277

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Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.

• Information Technology (IT)
• Internet
• e-business
• e-government
• e-health
• eCommerce
• healthcare
• information system
• information systems
• organization
• technology

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