Determining and assessing the determinants of e-service operations

Heston Surjadjaja, Sid Ghosh, Jiju Antony

    Research output: Contribution to journalReview articlepeer-review

    123 Scopus citations


    The rapid growth of the Internet has provided tremendous opportunities for service companies to offer quality services. The prime drivers and motivations for offering such services through the Net are to reduce transaction costs and to provide efficient and effective service to customers. But what are the determinants essential for building a successful electronic service (e-service) operation? This paper addresses this specific issue by isolating the essential determinants from the available literature, and assessing them individually to obtain better insights and understanding. This could help companies to design and develop robust foundations on which to build successful e-service operations. The boundaries between e-service, e-business and e-commerce are blurred and sometimes confusing. This paper aims to clarify some of these ambiguities.

    Original languageBritish English
    Pages (from-to)39-53
    Number of pages15
    JournalManaging Service Quality: An International Journal
    Issue number1
    StatePublished - 1 Feb 2003


    • Electronic commerce
    • Operations
    • Service


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