NCSS process completeness: Construct development and preliminary validation

M. Kathryn Brohman, Gabriele Piccoli, Richard T. Watson, Ananthanarayanan Parasuraman

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Scopus citations

Abstract

Grounded in the disconfirmation model of customer satisfaction, net-based customer service system (NCSS) effectiveness is achieved when the NCSS infrastructure meets customers' service expectations and desires. The focus of NCSS literature to date has been on data-centric issues and opportunities; the process-centric view has received little attention. We hypothesize that process completeness is an important determinant of NCSS effectiveness. This paper describes the results of exploratory field research designed to develop the concept of process completeness as a critical component of network completeness. Grounded in recent work on workflow integration, the paper defines customer expectations germane to process integration to support customer service transactions, and introduces technology infrastructures that can be used to achieve process completeness. The paper concludes with implications for research and practice.

Original languageEnglish (US)
Title of host publicationProceedings of the Annual Hawaii International Conference on System Sciences
EditorsR.H. Spraque, Jr.
Pages171
Number of pages1
StatePublished - 2005
Externally publishedYes
Event38th Annual Hawaii International Conference on System Sciences - Big Island, HI, United States
Duration: Jan 3 2005Jan 6 2005

Other

Other38th Annual Hawaii International Conference on System Sciences
CountryUnited States
CityBig Island, HI
Period1/3/051/6/05

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ASJC Scopus subject areas

  • Engineering(all)

Cite this

Kathryn Brohman, M., Piccoli, G., Watson, R. T., & Parasuraman, A. (2005). NCSS process completeness: Construct development and preliminary validation. In R. H. Spraque, Jr. (Ed.), Proceedings of the Annual Hawaii International Conference on System Sciences (pp. 171)