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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector

The world is being shaped by service. All the world's most advanced economies are dominated by service, with many countries having more than 70 percent of their gross domestic product (GDP) generated by it. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees. The questions posed in this book are: (1) How is the service sector growing; (2) what is service innovation; (3) what are the drivers of service innovation; and (4) how can organizations innovate service in a structured way? The book views service as the value creating activity that customers perform in their own context: The role of a company is to provide the resources and knowledge to enable value creation. Based on this view, we develop a model of service innovation. Service innovation is a multifaceted concept dependent on the purpose of the innovation. These purposes could be to: differentiate, finance, help, experience, and streamline the process or offering. In turn, these result in: brand innovation, business model innovation, social innovation, experience innovation, process innovation, and behavioral innovation, respectively. In this book, we develop guidelines for what is required from the organizational perspective, how should an organization view its customers in order to be successful, what does a service development process look like, and how to transform an organization that is goods-centric to become service or solution provider. Despite the heightened focus on service in many business sectors, most models and theories of innovation are based on a goods perspective, assuming that the norm is a physical good. We believe that the norm is actually experiential and service based. This book addresses this mismatch of theory and practice for the benefit of those who are seeking to understand, teach, and practice service innovation.

Front Cover -- Ecosystem Services: From Biodiversity to Society, Part 2 -- Copyright -- Contents -- Contributors -- Preface: Ecosystem Services: From Biodiversity to Society, Part 2 -- Acknowledgements -- Chapter One: Learning Ecological Networks from Next-Generation Sequencing Data -- 1. Introduction -- 1.1. Ecological Interactions Are Drivers of Ecosystem Functioning -- 1.2. Ecological Interactions Are Altered by Anthropogenic Activity -- 1.3. Next-Generation Sequencing Can Be Used for Monitoring Ecological Interactions -- 2. Why Learning Ecological Networks from NGS Data? -- 2.1. Limitations of Classical Methods for Resolving Ecological Interactions -- 2.2. Advantages of NGS for Identifying Species and Their Interactions -- 3. Examples of NGS-Based Ecological Networks and Their Applications -- 3.1. Deciphering Pathobiomes Using NGS-Based Microbial Networks for Improving Biological Control -- 3.2. Studying the Hologenome Theory of Evolution Using NGS-Based Microbial Networks -- 3.3. Testing the Niche Partitioning Theory with NGS-Based Trophic Networks -- 3.4. Challenges to Be Addressed to Get Predictive Insights from NGS-Based Networks -- 4. Theoretical Methods for Deciphering Ecological Networks from NGS Data -- 4.1. The Input Data -- 4.2. Inferring Ecological Interactions Using Statistical Models -- 4.2.1. Bayesian Networks and Dynamic Bayesian Networks -- 4.2.2. Gaussian Graphical Models with Sparse Regularization -- 4.3. Learning Ecological Interactions Using Logic-Based Machine-Learning Algorithms -- 4.3.1. Inductive Logic Programming -- 4.3.2. Meta-Interpretive Learning -- 5. Conclusion -- Acknowledgements -- Glossary -- References -- Chapter Two: The Visualisation of Ecological Networks, and Their Use as a Tool for Engagement, Advocacy and Management -- 1. Introduction -- 2. Benefits of a Network Approach in Ecology.

How can value cocreation in complex human-centered service systems (HCSSs) like health care be facilitated? We address this question by introducing the novel role of service orchestrators as dedicated actors who facilitate and orchestrate resource integration, and thereby value cocreation, between other interdependent actors in HCSSs. Specifically, we draw on findings from four complementary studies that investigate the role and impact of case managers, an ideal-typical service orchestrator in health care, through the perspectives of HCSS actors (i.e., patients in Study 1 and clinical staff in Study 2) and structures (i.e., clinical departments in Studies 3 and 4). Our findings indicate that orchestrating value cocreation through case managers enhances patient satisfaction as well as the financial and operational performance of clinical departments. Service orchestration also increases the perception of clinical staff that patients are actively involved in the cocreation of their own health service but surprisingly not that of patients themselves. As such, introducing service orchestrators might contribute to reconciling the growing tension between the quality and cost of health care. We conclude by outlining how our work serves as a possible starting point for a novel research stream on effective coordination mechanisms for value cocreation in complex HCSSs.