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Information Resources Management Association
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A Taxonomy of Service Standards and a Modification for E-Business

A Taxonomy of Service Standards and a Modification for E-Business
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Author(s): Knut Blind (Berlin University of Technology, Germany and Fraunhofer Institute for Systems and Innovation Research, Germany and Erasmus University, Netherlands)
Copyright: 2009
Pages: 7
Source title: Information Communication Technology Standardization for E-Business Sectors: Integrating Supply and Demand Factors
Source Author(s)/Editor(s): Kai Jakobs (Aachen University, Germany)
DOI: 10.4018/978-1-60566-320-3.ch003


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Against the background of theoretical typologies of service standards, a survey among European service companies addressed the question, in which service-related categories formal and informal standards are implemented. Relying on the assessment of the importance of the various service-related standardisation aspects, it was possible to identify a taxonomy of service standards containing five clusters of service standards “Service Management”, “Service Employee”, “Service Delivery”, “Customer Interaction”, and “Data Flows and Security”, which correspond very closely to the ex ante applied typology derived from the literature. The analysis of the subsample of companies active in e-commerce reveals significant differences, which reflect their special needs caused by the distance to their customers.

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