eService Symposium 2006
- Event: eService Symposium 2006
- Where: University of Alberta School of Business
- Date: October 10 - 11, 2006
e-Service Symposium Overview
The Second Annual Alberta-McMaster Symposium on e-Retailing and Service was designed to foster collaboration between academics and industry leaders in diverse areas of e-service, including: managing electronic and human service, pricing, auctions, e-service measurement, decision support systems and e-service diffusion.
Trevor Poapst, Omni's Director of Global Marketing & Channel Strategy, has been invited to share his views on the following papers:
- A Strategy-based Framework for Opportunity Discovery
- e-Service Quality Dimensions and the Importance of Customer Delight for Online Retailers
Industry Discussant
 Invite Trevor Poapst to present at your conference or event. |
 |
PRESENTER: Trevor Poapst, BCom Director, Global Marketing & Channel Strategy Omni Technology Solutions Inc. SESSION: Session 5 -- Dimensions of e-Service October 11th, 9:00 - 10:15 a.m. University of Alberta School of Business BIO: Mr. Trevor Poapst is responsible for Omni Technology Solutions' corporate marketing, field marketing and channel strategy worldwide. From 2001 to 2005, Mr. Poapst led the development of an award-winning e-business information centre for entrepreneurs and a Western Canadian E-Business Team. A dynamic keynote speaker, Mr. Poapst has delivered over 140 presentations in English and Spanish to organizations and conference attendees in Canada, United States, UK, France, Spain and South Africa on topics including e-business, entrepreneurship, leadership and Linux migration strategies. Mr. Poapst has been an active volunteer in his community since 1993, serving most recently as an in-school mentor with the Big Sister & Big Brother Society of Edmonton, e-business advisor on Access Network's Help!tv, and employment specialist at his church. His interests include Internet strategy, visual design, languages, and spending time with his family. Mr. Poapst holds a Bachelor of Commerce in International Business and Marketing from the University of Alberta. In 2003, he was invited to co-instruct an Internet and Small Business Strategy class at the University of Alberta School of Business. |
Abstracts
e-Service Quality Dimensions and the Importance of Customer Delight for Online Retailers
Presenter: Adam Finn, Ph.D., University of Alberta
The literature on e-service quality has focused on identifying the specific dimensions along which customers evaluate e-services, and how those dimensions influence overall measures of service performance, such as customer satisfaction and customer loyalty. However, the 1990s saw a questioning of the value of merely satisfying customers and instead focused attention on the emotional aspects of the service experience and the importance of achieving customer delight. In a key contribution, Oliver, Rust and Varki (1997) developed and supported a structural model of the antecedents and consequences of customer delight, acting in parallel with the traditional effect of customer satisfaction on behavioral intentions. Here we examined how well the commonly identified dimensions of e-service quality account for variation in customer satisfaction and customer delight, and whether customer satisfaction and customer delight fully mediate the effects of the e-service quality dimensions on customers’ future intentions to use and recommend online retailers.
Differentiating the Service Firm: e-CRM and Healthcare
Presenter: Raymond A. Patterson, Ph.D., University of Alberta
Measures of customer perceptions of service quality are often used by management to gauge the performance of their operations. To be actionable, however, the underlying dimensions revealed through customer surveys must be directly linked to specific organizational assets. This paper proposes a framework for viewing and understanding these linkages in a way that helps management differentiate service offerings from those of competitors. The paper then applies this approach in the context of e-CRM (electronic customer relationship management) in the U.S. Healthcare sector.