The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
E‐services: operating strategy—a case study and a method for analyzing operational benefits
Abstract
The Internet’s influence in creating e‐services has been revolutionary for providers and their customers. Unfortunately, there has been a wide gap between inspiring applications of the Internet that help increase service customization while maintaining or even improving delivery efficiency, and downright flops in which companies that have made bold promises have failed to deliver on even a portion of their pledges. This paper provides an examination of e‐services utilizing three approaches in order to provide guidance on how to fly rather than flop. First, we develop a model of the e‐service customer retention. Second, we offer a case study of Sothebys.com to illustrate how a well‐known, but not typically technologically adventurous, company can utilize e‐services to expand its offerings and streamline its services. Finally, we offer a profiling technique for analyzing the benefits and challenges of e‐services for particular industries.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The Discovery of Grounded Theory; Strategies for Qualitative Research
Glaser, B. G., Strauss, A. L., & Strutzel, E. (1968) · Nursing Research · doi:10.1097/00006199-196807000-00014 · Cited by 39,449
Cited by
Challenges in transforming manufacturing organisations into product‐service providers
Martinez, V., Bastl, M., Kingston, J., & Evans, S. (2010) · Journal of Manufacturing Technology Management · doi:10.1108/17410381011046571 · Cited by 567
Process drivers of e‐service quality: Analysis of data from an online rating site
Heim, G. R., & Field, J. M. (2007) · Journal of Operations Management · doi:10.1016/j.jom.2006.10.002 · Cited by 118
Karwan, K. R., & Markland, R. E. (2006) · Journal of Operations Management · doi:10.1016/j.jom.2005.06.003 · Cited by 107
Metadata
- Authors
- Boyer, K. K., Hallowell, R., & Roth, A. V.
- Venue
- Journal of Operations Management
- Publisher
- Wiley
- Published
- 2002-03-19
- Volume
- 20
- Issue
- 2
- Pages
- 175-188
- ISSN
- 0272-6963 (ISSN-L)
- 1873-1317
- OpenAlex
- W2124599616
- Cited by
- 341
- References
- 1
- FWCI
- 26.40
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: E‐services: operating strategy—a case study and a method for analyzing operational benefits. https://app.cochat.ai/papers/10.1016/s0272-6963(01)00093-6
- The paper
- Boyer, K. K., Hallowell, R., & Roth, A. V. (2002). E‐services: operating strategy—a case study and a method for analyzing operational benefits. Journal of Operations Management. https://doi.org/10.1016/s0272-6963(01)00093-6
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
