Designing e-government services: Key service attributes and citizens' preference structures

Journal of Operations Management

Volumn 30, Issue 1-2, 2012, Pages 116-133

  Venkatesh, Viswanath ^a   Chan, Frank K Y ^b   Thong, James Y L ^c  

^a UNIVERSITY OF ARKANSAS   (United States)

^b CURTIN UNIVERSITY   (Australia)

^c HONG KONG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Hong Kong)

Author keywords

Conjoint experiment; IT service management and design; Public management; Service attributes; Technology based self services; Web survey

Indexed keywords

IT SERVICE MANAGEMENT; PUBLIC MANAGEMENT; SERVICE ATTRIBUTES; TECHNOLOGY-BASED; WEB SURVEYS;

CLUSTER ANALYSIS; EXPERIMENTS; SURVEYS;

TECHNOLOGY;

EID: 84857362872     PISSN: 02726963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jom.2011.10.001     Document Type: Article

References (106)

1. I. Akman, A. Yazici, A. Mishraa, and A. Arifoglu E-government: a global view and an empirical evaluation of some attributes of citizens Government Information Quarterly 22 2 2005 239 257 (Pubitemid 40869738)
2. M. Al-Sebie, and Z. Irani Technical and organizational challenges facing transactional e-government systems: an empirical study Electronic Government, an International Journal 2 3 2005 247 276
3. S. Anderson, L.K. Pearo, and S.K. Widener Drivers of service satisfaction Journal of Service Research 10 4 2008 365 381
4. S.A. Becker E-government usability for older adults Communications of the ACM 48 2 2005 102 104 (Pubitemid 40212294)
5. L.L. Berry, and S.K. Lampo Teaching an old service new tricks: the promise of service redesign Journal of Service Research 2 3 2000 265 275
6. J.C. Bertot, and P.T. Jaeger User-centered e-government: challenges and benefits for government web sites Government Information Quarterly 23 2 2006 163 168 (Pubitemid 44089316)
7. A. Bhatnagar, S. Misra, and H.R. Rao On risk, convenience, and Internet shopping behavior Communications of the ACM 43 11 2000 98 105
8. K.K. Boyer, and M.L. Swink Empirical elephants - why multiple methods are essential to quality research in operations and supply chain management Journal of Operations Management 26 3 2008 338 344
9. S.A. Brown, V. Venkatesh, and H. Bala Household technology use: integrating household life cycle and the model of adoption of technology in households The Information Society 22 4 2006 205 218 (Pubitemid 43884582)
10. Business Wire Recent ICMI and inContact Survey Reveals Contact Centers Spending More on Self-Service Solutions, but not Realizing Forecasted Results 2010 Business Wire New York (December 17)
11. Cards International Security and Fraud: the Changing Face of Fraud 2007 Cards International London (May 7)
12. F.K.Y. Chan, J.Y.L. Thong, V. Venkatesh, S.A. Brown, P.J.H. Hu, and K.Y. Tam Modeling citizen satisfaction with mandatory adoption of an e-government technology Journal of the Association for Information Systems 11 10 2010 519 549
13. R.B. Chase, and U.M. Apte A history of research in service operations: what's the big idea? Journal of Operations Management 25 2 2007 375 386 (Pubitemid 46341544)
14. L.S. Cook, D.E. Bowen, R.B. Chase, S. Dasu, D.M. Stewart, and D.A. Tansik Human issues in service design Journal of Operations Management 20 2 2002 159 174 (Pubitemid 34247884)
15. L.F. Cunningham, C.E. Young, and J. Gerlach A comparison of consumer views of traditional services and self-service technologies Journal of Service Marketing 23 1 2009 11 23
16. J.M. Curran, and M.L. Meuter Self-service technology adoption: comparing three technologies Journal of Service Marketing 19 2 2005 103 113 (Pubitemid 40742556)
17. D.X. Ding, P.J.H. Hu, R. Verma, and D.G. Wardell The impact of service system design and flow experience on customer satisfaction in online financial services Journal of Service Research 13 1 2010 96 110
18. B. Edvardsson, and J. Olsson Key concepts for new service development The Service Industries Journal 16 2 1996 140 164 (Pubitemid 126634878)
19. M.S. Featherman, and P.A. Pavlou Predicting e-services adoption: a perceived risk facets perspective International Journal of Human-Computer Studies 59 4 2003 451 474
20. M. Ferjani, K. Jedidi, and S. Jagpal A conjoint approach for consumer- and firm-level brand valuation Journal of Marketing Research 46 6 2009 846 862
21. L. Festinger Theory of Cognitive Dissonance 1957 Stanford University Press Stanford, CA, USA
22. J.A. Fitzsimmons, and M.J. Fitzsimmons Service Management fourth ed. 2004 McGraw Hill Irwin Boston, MA, USA
23. C. Flavian, M. Guinaliu, and R. Gurrea The role played by perceived usability, satisfaction and consumer trust on website loyalty Information & Management 43 1 2006 1 14 (Pubitemid 41815203)
24. C.M. Froehle Service personnel, technology, and their interaction in influencing customer satisfaction Decision Sciences 37 1 2006 5 38 (Pubitemid 43450480)
25. C.M. Froehle, and A.V. Roth New measurement scales for evaluating perceptions of the technology-mediated customer service experience Journal of Operations Management 22 1 2004 1 21
26. R. Gauld, S. Goldfinch, and S. Horsburgh Do they want it? Do they use it? The 'demand-side' of e-government in Australia and New Zealand Government Information Quarterly 27 2 2010 177 186
27. D. Gilbert, P. Balestrini, and D. Littleboy Barriers and benefits in the adoption of e-government International Journal of Public Sector Management 17 4/5 2004 286 301 (Pubitemid 38990693)
28. S.M. Goldstein, R. Johnston, J. Duffy, and J. Rao The service concept: the missing link in service design research? Journal of Operations Management 20 2 2002 121 134 (Pubitemid 34247882)
29. P.E. Green, and A.M. Krieger Segmenting markets with conjoint analysis Journal of Marketing 55 4 1991 20 31
30. P.E. Green, and V. Srinivasan Conjoint analysis in marketing: new developments with implications for research and practice Journal of Marketing 54 4 1990 3 19
31. C. Grönroos Developing the service offering: a source of competitive advantage C. Suprenant, Add Value to Your Service 8 1987 American Marketing Association Chicago 1 85
32. C. Grönroos Service marketing theory - back to basics. Swedish School of Economics and Business Administration 1998 Helsingfors Finland
33. C. Grönroos Service Management and Marketing: A Customer Relationship Management Approach 2000 Wiley Chichester, New York
34. J. Gummerus, V. Liljander, M. Pura, and A. van Riel Customer loyalty to content-based web sites: the case of an online health-care service Journal of Service Marketing 18 3 2004 175 186
35. J.F. Hair, B. Black, B. Babin, R.E. Anderson, and R.L. Tatham Multivariate Data Analysis sixth ed. 2006 Prentice Hall Upper Saddle River, NJ, USA
36. L.C. Harris, and M.M.H. Goode Online servicescapes, trust, and purchase intentions Journal of Services Marketing 24 3 2010 230 243
37. A. Herrmann, D. Schmidt-Gallas, and F. Huber Adaptive conjoint analysis: understanding the methodology and assessing reliability and validity A. Gustafsson, A. Hermann, F. Huber, Conjoint Measurement: Methods and Applications 2005 Springer Berlin 253 278
38. A.V. Hill, D.A. Collier, C.M. Froehle, J.C. Goodale, R.D. Metters, and R. Verma Research opportunities in service process design Journal of Operations Management 20 2 2002 189 202 (Pubitemid 34247886)
39. W. Hong, J.Y.L. Thong, W.M. Wong, and K.Y. Tam Determinants of user acceptance of digital libraries: an empirical examination of individual differences and system characteristics Journal of Management Information Systems 18 3 2002 97 124 (Pubitemid 34048272)
40. Internet World Stats, 2009. http://www.internetworldstats.com/.
41. Z. Iqbal, R. Verma, and R. Baran Understanding consumer choices and preferences in transaction-based e-services Journal of Service Research 6 1 2003 51 65
42. W.A. Kamakura A least squares procedure for benefit segmentation with conjoint experiments Journal of Marketing Research 25 2 1988 157 167
43. J. Karimi, T.M. Somers, and Y.P. Gupta Impact of environmental uncertainty and task characteristics on user satisfaction with data Information Systems Research 15 2 2004 175 193
44. K.R. Karwan, and R.E. Markland Integrating service design principles and information technology to improve delivery and productivity in public sector operations: The case of the South Carolina DMV Journal of Operations Management 24 4 2006 347 362
45. S. Kiesler, B. Zdaniuk, V. Lundmark, and R. Kraut Troubles with the Internet: the dynamics of help at home Human-Computer Interaction 15 4 2000 323 351 (Pubitemid 32371463)
46. J.W. Kim, K.T. Kim, and J.U. Choi Securing e-government services Computer 39 11 2006 111 112
47. P.R. Magnusson, J. Matthing, and P. Kristensson Managing user involvement in service innovation Journal of Service Research 6 2 2003 111 124
48. L.M. Maruping, V. Venkatesh, and R. Agarwal A control theory perspective on agile methodology use and changing user requirements Information Systems Research 20 3 2009 377 399
49. A.P. Massey, V. Khatri, and M.M. Montoya-Weiss Usability of online services: the role of technology readiness and context Decision Sciences 38 2 2007 277 308
50. L.J. Menor, M.V. Tatikonda, and S.E. Sampson New service development: areas for exploitation and exploration Journal of Operations Management 20 2 2002 135 157 (Pubitemid 34247883)
51. M.L. Meuter, A.L. Ostrom, R.I. Roundtree, and M.J. Bitner Self-service technologies: understanding customer satisfaction with technology-based service encounters Journal of Marketing 64 3 2000 50 64
52. M.L. Meuter, M.J. Bitner, A.L. Ostrom, and S.W. Brown Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies Journal of Marketing 69 2 2005 61 83 (Pubitemid 40554519)
53. B.P.S. Murthi, and S. Sarkar The role of the management sciences in research on personalization Management Science 49 10 2003 1344 1362
54. R. Narasimhan, S. Talluri, J. Sarkis, and A. Ross Efficient service location design in government services: a decision support system framework Journal of Operations Management 23 2 2005 163 178 (Pubitemid 40212021)
55. J. Nelson Usability Engineering 1994 Morgan Kaufmann San Francisco
56. R. Normann Management of Services second ed. 1984 John Wiley & Sons Chichester
57. D.F. Norris, and M.J. Moon Advancing e-government at the grassroots: tortoise or hare? Public Administration Review 65 1 2005 64 75 (Pubitemid 40131816)
58. M.E. Olsen Participatory Pluralism 1982 Nelson-Hall Chicago
59. A. Parasuraman, and G.M. Zinkhan Marketing to and serving customers through the Internet: an overview and research agenda Journal of the Academy of Marketing Science 30 4 2002 286 295 (Pubitemid 40815794)
60. C.S. Park The robustness of hierarchical Bayes conjoint analysis under alternative measurement scales Journal of Business Research 57 10 2004 1092 1097 (Pubitemid 39167971)
61. Princeton Survey Research Associates, 2002. A Matter of Trust: What Users Want from Web Sites, Research Report.
62. M.E. Pullman, R. Verma, and J.C. Goodale Service design and operations strategy formulation in multicultural markets Journal of Operations Management 19 2 2001 239 254 (Pubitemid 32130383)
63. G. Punj, and D.W. Stewart Cluster analysis in Marketing research: review and suggestions for application Journal of Marketing Research 20 2 1983 134 148
64. A. Rai, and V. Sambamurthy The growth of interest in services management: opportunities for information systems scholars Information Systems Research 17 4 2006 327 331
65. N. Robertson, and R.N. Shaw Predicting the likelihood of voiced complaints in the self-service technology context Journal of Service Research 12 1 2009 100 116
66. A.V. Roth, and L.J. Menor Insights into service operations management: a research agenda Production and Operations Management 12 2 2003 145 164 (Pubitemid 39374580)
67. W.E. Sasser, R.P. Olsen, and D.D. Wyckoff Management of Service Operations 1978 Allyn and Bacon Boston, MA, USA
68. R.W. Schmenner Service businesses and productivity Decision Sciences 35 3 2004 333 347
69. R.W. Schmenner, and M.L. Swink On theory in operations management Journal of Operations Management 17 1 1998 97 113 (Pubitemid 128419950)
70. J.W. Seifert, and R.E. Petersen The promise of all things E? Expectations and challenges of emergent electronic government Perspectives on Global Development and Technology 1 2 2002 193 212 (Pubitemid 35255626)
71. R. Setiono, and J.Y.L. Thong An approach to generate rules from neural networks for regression problems European Journal of Operational Research 155 1 2004 239 250
72. R. Setiono, J.Y.L. Thong, and C.S. Yap Symbolic rule extraction from neural networks: an application to identifying organizations adopting IT Information and Management 34 2 1998 91 101 (Pubitemid 128419512)
73. B.H. Sheppard, J. Hartwick, and P.R. Warshaw The theory of reasoned action: a meta-analysis of past research with recommendations for modifications and future research Journal of Consumer Research 15 3 1988 325 343
74. G.L. Shostack Service positioning through structural change Journal of Marketing 51 1 1987 34 43
75. M. Soriano, and D. Ponce A security and usability proposal for mobile electronic commerce IEEE Communications Magazine 40 8 2002 62 67 (Pubitemid 34962715)
76. R.A. Spreng, S.B. MacKenzie, and R.W. Olshavsky A reexamination of the determinants of consumer satisfaction Journal of Marketing 60 3 1996 15 32
77. F.I. Stuart, and S. Tax Toward an integrative approach to designing service experiences: lessons learned from the theatre Journal of Operations Management 22 6 2004 609 627
78. H. Surjadjaja, S. Ghosh, and J. Antony Determining and assessing the determinants of e-service operations Managing Service Quality 13 1 2003 39 53 (Pubitemid 36352131)
79. T.A. Sykes, V. Venkatesh, and S. Gosain Model of acceptance with peer support: a social network perspective to understand employees' system use MIS Quarterly 33 2 2009 371 393
80. J. Teicher, O. Hughes, and N. Dow E-government: a new route to public sector quality Managing Service Quality 12 6 2002 384 393
81. J.B. Thatcher, J.C. Zimmer, M.J. Gundlach, and D.H. McKnight Individual and human assisted computer self-efficacy: an empirical investigation IEEE Transactions on Engineering Management 55 4 2008 628 644
82. J.Y.L. Thong An integrated model of information systems adoption in small businesses Journal of Management Information Systems 15 4 1999 187 214 (Pubitemid 32716610)
83. J.Y.L. Thong, S.J. Hong, and K.Y. Tam The effects of post-adoption beliefs on the expectation-confirmation model for Information technology continuance International Journal of Human-Computer Studies 64 9 2006 799 810 (Pubitemid 43977890)
84. United Nations, 2010. United Nations E-Government Survey 2010: Leveraging E-government at a Time of Financial and Economic Crisis.
85. USA Today, 2006. Growing numbers are buying less online. USA Today 134 (2730). NY, March, 2006.
86. C. Vassilakis, G. Laskaridis, G. Lepouras, S. Rouvas, and P. Georgiadis A framework for managing the lifecycle of transactional e-government services Telematics and Informatics 20 4 2003 315 329
87. V. Venkatesh Creation of favorable user perceptions: exploring the role of intrinsic motivation MIS Quarterly 23 2 1999 239 260
88. V. Venkatesh Where to go from here? Thoughts on future directions for research on individual-level technology adoption with a focus on decision-making Decision Sciences 37 4 2006 497 518 (Pubitemid 44895281)
89. V. Venkatesh, and R. Agarwal Turning visitors into customers: a usability-centric perspective on purchase behavior in electronic channels Management Science 52 3 2006 367 382 (Pubitemid 43385142)
90. V. Venkatesh, and S.A. Brown A longitudinal investigation of personal computers in homes: adoption determinants and emerging challenges MIS Quarterly 25 1 2001 71 102
91. V. Venkatesh, and F.D. Davis A model of the antecedents of perceived ease of use: development and test Decision Sciences 27 3 1996 451 481
92. V. Venkatesh, and P. Johnson Telecommuting technology implementations: a within- and between-subjects longitudinal field study Personnel Psychology 55 3 2002 661 688
93. V. Venkatesh, and V. Ramesh Web and wireless site usability: understanding differences and modeling use MIS Quarterly 30 1 2006 181 206 (Pubitemid 44971430)
94. V. Venkatesh, M.G. Morris, G.B. Davis, and F.D. Davis User acceptance of information technology: toward a unified view MIS Quarterly 27 3 2003 425 478
95. V. Venkatesh, S.A. Brown, L.M. Maruping, and H. Bala Predicting different conceptualizations of system use: the competing roles of behavioral intention, facilitating conditions, and behavioral expectation MIS Quarterly 32 3 2008 483 502
96. R. Verma, G.M. Thompson, and J.J. Louviere Configuring service operations in accordance with customer needs and preferences Journal of Service Research 1 3 1999 262 274
97. R. Verma, C. McLaughlin, R. Johnston, and W. Youngdahl Operations management in not-for-profit, public and government services: charting a new research frontier Journal of Operations Management 23 2 2005 117 123 (Pubitemid 40212018)
98. R. Verma, J.J. Louviere, and P. Burke Using a market-utility-based approach to designing public services: a case illustration from United States Forest Service Journal of Operations Management 24 4 2006 407 416
99. Y.S. Wang The adoption of electronic tax filing systems: an empirical study Government Information Quarterly 20 4 2002 333 352
100. D.M. West E-government and the transformation of service delivery and citizen attitudes Public Administration Review 64 1 2004 15 27 (Pubitemid 38059187)
101. E.V. Wilson, and N.K. Lankton Modeling patients' acceptance of provider-delivered e-health Journal of the American Medical Informatics Association 11 4 2004 241 248 (Pubitemid 38887143)
102. Y. Wind Issues and advances in segmentation research Journal of Marketing Research 15 3 1978 317 337
103. B.H. Wixom, and P.A. Todd A theoretical integration of user satisfaction and technology acceptance Information Systems Research 16 1 2005 85 102 (Pubitemid 40701110)
104. M. Yang, and K.H. Park Self-service technologies (SSTs): determinants of adoption and its post-usage outcomes from a focal company perspective International Journal of Services and Operations Management 8 3 2011 305 321
105. J. Yu Electronic government and its implication for data privacy in Hong Kong: can personal data (privacy) ordinance protect the privacy of personal information in cyberspace? International Review of Law Computers & Technology 19 2 2005 143 163
106. G.M. Zinkhan, E.A. Joachimsthaler, and T.C. Kinnear Individual differences and marketing decision support system usage and satisfaction Journal of Marketing Research 24 2 1987 208 214