E-Services : Definition , Characteristics , and Taxonomy

This special issue of the Journal of Electronic Commerce in Organizations is dedicated to e-services. E-services can be conceptualized as a subset of e-commerce. However, the concept of e-services is relatively new and this special issue tries to highlight some interesting aspects of e-services. This editorial provides a definition of e-services, creates a typology of e-services and presents the main characteristics of e-services. The challenges that e-services are posing for companies, businesses and governments are also briefly discussed. E-services are a consequence of networked technologies. In fact, networked ICT technologies such as the Internet or mobile networking are having a dramatic effect on how services and especially knowledge services are innovated, designed, produced and distributed (Scupola, 2008). In addition, ICT-networks such as the Internet have created the basis for the development of new types of services. These networks may also change the way customers or users experience service functions. For example, in the case of hospital services " relational times " (person-to-person relations) are increasingly replaced by " technical times " where people are moved from one technical system to another. ICT-networks seem to be a catalyst to a renewed use of services, here called e-services. One feature characteristic of services is that customers are per se more involved in the service delivery process; therefore, the service consumption is characterized by a high involvement of the customer or customer interaction. Concerning customer interaction, there are different types of services ranging from customer interaction with less standardized service components to customer interaction with highly standardized service components (self-service). To guarantee that customers' demands are best served by the provided services, the level of customer interaction has to be reflected in the innovation management process of the company. This development could lead to a self-service society. Innovative changes may come in customer relations (service encounters and quality), in organisational forms such as the introduction of virtual organisations (Travica, 2007), in competencies developments, and customer driven innovation (Scupola, 2008). As a result service firms, manufacturing firms and governmental organizations might face new challenges and may introduce new business models. E-services are defined here as services that are produced, provided or consumed through the use of ICT-networks such as Internet-based systems and mobile solutions. However, e-services also include, for example, the online selling of real estate property or the purchasing of physical goods that are then delivered by other means such as a book …