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Title:
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CUSTOMERS ADOPTION OF E-SERVICE IN THE AIRLINE CONTEXT: ADDRESSING THE BENEFITS AND BARRIERS |
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Author(s):
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Hongxiu Li , Reima Suomi |
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ISBN:
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978-972-8924-35-5 |
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Editors:
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Piet Kommers (series editors: Piet Kommers, Pedro Isaías and Nian-Shing Chen) |
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Year:
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2007 |
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Edition:
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Single |
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Keywords:
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Electronic service, Customer, Benefit, Barrier. |
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Type:
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Short Paper |
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First Page:
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340 |
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Last Page:
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345 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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In the past 15 years, e-commerce has developed quickly with advancement in information and communication
technology. As consumer behaviours continue to expand in cyberspace, traditional e-commerce is giving way to a new
paradigm known as e- service. E-service is based more on expanding revenues through enhancing service and building
profitable customer relationship. This paper has examined the drives of and barriers for customers to adopt or reject eservice.
This paper explores these important issues building both on previous research and exploratory survey data on the
on-line reservation systems in airline industry. It contributes to and extends our understanding of the Internet as a
medium for service in B2C arena by identifying the customers motivations and barriers of adoption e-service. The
function of service experience on customers adoption of e-service is discussed as well. The findings in the study offer
some good practical guidance to both researchers and practitioners on customers attitude and behavior on e-service. |
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