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The Conceptual Confusion Around “e-service”: Practitioners’ Conceptions

Abstract : The e-service concept has been a central concern in many research and practitioner areas in recent years. There are expectations of citizens, customers, commercial companies and public organizations of what e-services are, their functionality and benefits. However, there is conceptual confusion that may hamper collaboration and research viability. This paper explores the conceptual vagueness and presents an empirical investigation of how the e-service concept is treated in practice, along with its kindred concept “IT service”. Results show that public and commercial organizations approach e-services differently, that translation problems can cause lack of comparability in research results, and that additional concepts may be introduced instead of e-service.
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Eva Söderström, Jesper Holgersson, Beatrice Alenljung, Hannes Göbel, Carina Hallqvist. The Conceptual Confusion Around “e-service”: Practitioners’ Conceptions. 14th Conference on e-Business, e-Services and e-Society (I3E), Oct 2015, Delft, Netherlands. pp.366-371, ⟨10.1007/978-3-319-25013-7_29⟩. ⟨hal-01448053⟩

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