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Section 1: Methods and Techniques for Se... > Chapter 1: E-Service Customization - Pg. 1

1 E-Service Customization: The Provider Perspective Chapter 1 ABSTRACT This chapter discusses service customization from the perspective of service providers. It explains the role of service quality in customization. This chapter defines service quality and discusses several ser- vice quality models such as Servqual, Grönroos' Model, the e-SQ Model, and others, that provide the foundation for measuring service quality and for specifying the critical factors that should be taken into consideration when seeking opportunities for service customization. This chapter concludes with a discussion of service quality in specific industry sectors, namely e-banking, e-health, e-procurement, and education (e-learning). INTRODUCTION With the introductory chapter having set the stage, this chapter begins the discussion by approaching service customization from a provider perspec- tive. As the main motivator for customization of services being customer satisfaction, this chapter discusses one main contributor to customer satis- faction: service quality. The chapter approaches quality from a provider's perspective by defining what is quality and how it is attributed to features of the provided service, and of the underlying DOI: 10.4018/978-1-4666-1604-2.ch001 service providing processes and capabilities. The chapter introduces several models for defining and measuring service quality and then it discusses service quality in specific industry sectors, namely e-banking, e-health, e-procurement and education (e-learning). QUALITY IN PRODUCTS AND SERVICES Generally speaking, defining what constitutes product quality is easy. If the product performs exactly `as it says on the box', if it does not break Copyright © 2012, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.