Towards an e-service knowledge system for improving the quality and adoption of e-services [Elektronski vir]
Šumak, Boštjan ; Polančič, Gregor ; Heričko, Marjan
The purpose of this article is to highlight the limitations and drawbacks of existing knowledge about e-service quality and e-service user acceptance. To overcome these limitations we will propose ...some solutions. An extensive review of relevant literature has shown that a lot of research has already been conducted in this field. However, there is still a gap between the percentage of existing e-services and the percentage of those that are actually being used. We believe that existing knowledge could be better used by e-service researchers and especially by e-service providers, if they would have a knowledge system that would be capable of synthesizing the existing knowledge and presenting it in a more people-friendly format. The practical outcome of this article is a proposal for an e-service knowledge system, which could be used to improve the quality and user acceptance of e-services.
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