Self-Service in the Internet Age: Expectations and Experiences(Computer Supported Cooperative Work)

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.

Table of Contents:
Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena.- The Role and Implications of the Internet in Healthcare Delivery.- Self-Service and E-Education: The Relationship to Self-Directed Learningself-directed learning .- Stakeholder Expectations of Service Quality in a University Web Portal.- Cybermediation in the Tourism and Travel Industries.- Tricks and Clicks: How Low-Cost Carriers Ply Their Trade Through Self-Service Websites.- Experiences of Users from Online Grocery Stores.- The Virtual Shopping Aisle: More or Less Work?.- The Customer Rules and Other e-ShoppingE-shopping Myths.- Internet Banking: An Interaction Building Channel for Bank-Customer Relationships.- Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty.- Web-Based Self-Service Systems for Managed IT Support: Service Provider Perspectives of Stakeholder-Based Issues.- An Explanatory Model of Self-Service on the Internet.