Asia pacific journal of information systems

The Korea Society of Management Information Systems (한국경영정보학회)
권호 표지

Classification Framework for Services and Service Products in Electronic Commerce

전자상거래 서비스상품 분류에 대한 연구

  • 조성의 (고려대학교 기업경영연구원) ;
  • 박광태 (고려대학교 경영학과)
  • Published : 2002.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

In this study, we newly classify services and service products in EC into Mass Service, Interactive Service, Ordering Service, and Professional Service. For classification, five selected variables and two factorized dimensions such as 1) ease of on-line interaction and 2) needs of on-line interactions are used. On the result of classification, we investigate the relationships with customer purchase intentions in EC. For this purpose, customer surveys were conducted on the respondent groups who are known to be frequent purchasers in EC and have advanced knowledge on services and service products. The survey is analyzed by statistical methods such as factor score plot, cluster analysis, analysis of variance, etc.

Keywords

References

  1. Chase, R.B., 'Where Does the Customer Fit in a Service Operation?,' Harvard Business Review, Vol. 56, No.4, 1978, pp. 137-42
  2. Doherty, N.F., Ellis-Chadwick, F. and Hart, C.A., 'Cyber Retailing in the UK: The Potential of the Internet as a Retail Channel,' International Journal of Retail & Distribution Management, Vol. 27, No. 1, 1999, pp. 22-36 https://doi.org/10.1108/09590559910252685
  3. Gulati, R., Garino, J., 'Get the Right Mix of Bricks & Clicks,' Harvard Business Review, Vol. 78, No.3, May-June 2000, pp. 107-114
  4. Hallowell, R., 'Service in E-Comrnerce: Finding from Exploratory Research,' http://www.hbsp.havard.edu, HBS Module Note, 2000
  5. Hoffman, D.L., 'The Revolution will not be Televised: Introduction to the Special Issue on Marketing Science and the Internet,' Marketing Science 2000 INFORMS, Vol. 19, No. 1, 2000, pp. 1-3
  6. Kellog, D.L. and Nie, W., 'A Framework for Strategic Service Management,' Journal of Operations Management, Vol. 13, No. 4, 1995, pp. 323-37 https://doi.org/10.1016/0272-6963(95)00036-4
  7. Koppius, O., 'Dimensions of Intangible Goods,' Proceedings of the 32nd Hawaii International Conference on Systems Science, 1999
  8. Kotler, P., Principles of Marketing, Prentice-Hall International, Englewood Ciffs, NJ, 1980
  9. Kotler, P., Amstrong, A, Brown, L. and Adam, S., Marketing, Prentice-Hall, Canberra, 1998
  10. Lovelock, C.H., 'Classifying Services to Gain Strategic Marketing Insight,' Journal of Marketing, Vol. 47, 1983, pp. 12-18 https://doi.org/10.2307/1251490
  11. Maister, D., 'The Defining Qualities of Four Different Managerial Environments,' Research in Service Operation Management, Proceedings of the workshop on Teaching and Research in Production and Operation Management, London Business School, 1983
  12. Maister, D. and Lovelock, C.H., 'Managing Facilitator Services,' Sloan Management Review, 1982, pp. 19-31
  13. Mersha, T., 'Enhancing the Customer Contact Model,' Journal of Operations Management, Vol. 9, No.3, 1990, pp. 391-405 https://doi.org/10.1016/0272-6963(90)90162-7
  14. Peterson, R.A, Balasubramanian, S. and Bronnenberg, B.J., 'Exploring the Implications of the Internet for Consumer Marketing,' Journal of the Academy of Marketing Science, Vol. 25, No.4, 1997, pp. 329-46 https://doi.org/10.1177/0092070397254005
  15. Phau, I. and Poon, S.M., 'Factors Influencing the Types of Products and Services Purchased over the Internet,' Internet Research: Electronic Networking Applications and Policy, Vol. 10, No.2, 2000, pp. 102-113 https://doi.org/10.1108/10662240010322894
  16. Poon, S. and Joseph, M., 'Product Characteristics and Internet Commerce Benefit among Small Businesses,' Journal of Product & Brand Management, Vol. 9, No. 1, 2000, pp. 21-34 https://doi.org/10.1108/10610420010316311
  17. Rayport, J.F. and Sviokla, J.J., 'Exploiting the Virtual Value Chain,' Harvard Business Review, Vol. 73, No.6, November-December 1995, pp. 75-85
  18. Rosen, K.T. and Howard, A.L., 'E-Retail: Gold Rush or Fool's Gold?,' California Management Review, Vol. 42, No.3, 2000, pp. 72-100
  19. Ruyter, K., Wetzels, M. and Kleijnen, M., 'Customer Adoption of e-Service: an Experimental Study,' International Journal of Service Industry Management, Vol. 12, No. 2, 2001, pp. 184-207 https://doi.org/10.1108/09564230110387542
  20. Sasser Jr, E.E., Olsen, R.P. and Wyckoff, D.D., Management of Service Operations: Text and Cases, Allyn & Bacon, Boston, MA, 1978
  21. Schmenner, R.W., 'How can Service Business Survive and Prosper?,' Sloan Management Review, Vol. 27, No.3, 1986, p. 25
  22. Shostack, G.L., 'Breaking Free From Product Marketing,' Journal of Marketing, Vol. 41, No.4., 1997
  23. Silvestro, R, Fitzgerald, L., Johnston, R and Voss, C, 'Towards a Classification of Service Processes,' International Journal of Service Industry Management, Vol. 3, No.3, 1992, pp. 62-75
  24. Sultan, F. and Henrichs, R.B., 'Consumer Preferences for Internet Services Over Time: Initial Explorations,' Journal of Consumer Marketing, Vol. 17, No.5, 2000, pp. 386-402 https://doi.org/10.1108/07363760010341036
  25. Thomas, D.R.E., 'Strategy is Different in Service Businesses,' Harvard Business Review, Vol. 53, No.4, 1975, pp. 158-65
  26. Voss, C, 'Developing an eService Strategy,' Business Strategy Review, Vol. 11, Issue 1, 2000, pp. 21-33
  27. Wemmerlov, U., 'A Taxonomy for Service Processes and its Implications for System Design,' International Journal of Service Industry Management, Vol. 1, No. 3, 1990, pp. 13-27