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In this article, the authors propose that in a multichannel environment, evaluative conflicts (dissynergies) between service channels exist. Building on status quo bias theory, they develop a model that relates offline channel satisfaction to perceptions about a new self-service channel. Data were collected from 639 customers currently using offline investment banking. Results show that offline channel satisfaction reduces the perceived usefulness and enhances the perceived risk of the online channel. These inhibiting effects represent a status quo bias. Trust in the bank shows both adoption-enhancing effects and an adoption-inhibiting effect. Finally, the negative relationship between offline channel satisfaction and perceived usefulness is significantly stronger for men, older people, and less experienced Internet users. This study has both theoretical and managerial relevance as it helps to understand consumer behavior in multichannel environments and provides implications for the design of multichannel service strategies.

To evaluate the sustainability of services in the region, an overall sector sustainability assessment was done taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess sector sustainability is included in the annex of the state of the sector regional report from the Danube Water Program. The outcomes of this assessment for the FYR Macedonia water sector are presented in Figure 9, which also shows average and best practices in the Danube region. The Macedonian sector sustainability score is 61, which is below the Danube average of 64. The assessment shows that, on average, the country performs well in terms of access to piped water and flush toilets, continuity of service, staffing level, and affordability. The main deficiencies of the FYR Macedonia water sector identified through the sector sustainability assessment are investment level, operating cost ratio, wastewater treatment coverage, and the nonrevenue water level. The main sector challenges are: securing a multiyear investment budget; improving the efficiency of service providers; and implementing fully the existing water laws.

The issue to be discussed in this article is to what extent does ICT create new challenges for the relationship between public service providers and users? It is important to recognize the concept of social capital because the concept is vital to the understanding of access to the information society and efficient functioning of government in its service to citizens. In this way we see social capital as a mediating "institution" between public authorities and the citizens (users).

In this article, the authors propose that in a multichannel environment, evaluative conflicts (dissynergies) between service channels exist. Building on status quo bias theory, they develop a model that relates offline channel satisfaction to perceptions about a new self-service channel. Data were collected from 639 customers currently using offline investment banking. Results show that offline channel satisfaction reduces the perceived usefulness and enhances the perceived risk of the online channel. These inhibiting effects represent a status quo bias. Trust in the bank shows both adoption-enhancing effects and an adoption-inhibiting effect. Finally, the negative relationship between offline channel satisfaction and perceived usefulness is significantly stronger for men, older people, and less experienced Internet users. This study has both theoretical and managerial relevance as it helps to understand consumer behavior in multichannel environments and provides implications for the design of multichannel service strategies.

PurposeLogistics service providers (LSPs) are important actors for creating logistics performance in supply chains. However, there is little previous research on how they handle the performance management process. The purpose of this paper is to explore the handling of the performance management process and its obstacles from the perspective of LSPs.Design/methodology/approachA multiple‐case study is conducted with the three largest LSPs in Sweden.FindingsThe handling of the performance management process shows similarities among LSPs in selecting performance variables, defining metrics, and capturing real‐time data. The differences are found in target setting, in report‐making and analysing, and in the perceived demand for performance management. The following three perceived obstacles are found for supply chain performance management: lack of understanding and knowledge; poor capabilities for adapting performance metrics definitions; and lagging IT solutions for performance report‐making. The findings indicate possibilities for an increased supply chain scope where activities are handled by the partner that has the best capabilities, improving efficiency in supply chains.Research limitations/implicationsThe study contributes to performance management theory by providing exploratory knowledge of the supply chain performance management process and its obstacles from the perspective of three LSPs. The study focuses on large LSPs and has respondents at the managerial level.Practical implicationsThe study reveals differing supply chain performance management practices among LSPs, which implies that customers can choose an LSP that handles performance management in the way required.Originality/valueLittle previous research includes LSPs in studies of supply chain performance management. In particular it is unusual to have the perspective of LSPs and apply case‐based methodology.

PurposeAims to review e‐recruiters' web site platform features and tools that are designed to facilitate job seekers' job applications. Also intends to elucidate the financial performance of two international and two Malaysian e‐recruiters.Design/methodology/approachDiscusses and compares three international (Monster.com, CareerBuilder.com, and HotJobs.com) and three Malaysian (JobStreet.com, JobLinkAsia.com, and JobDB.com) e‐recruiters' backgrounds and initiatives. Presents the e‐recruiters' and online platforms, their current practices and overall strategies and financial performances.FindingsObserves that the e‐recruiters' revenues are growing rapidly while profits are still elusive.Originality/valuePresents an overview of e‐recruitment service providers, both international and malaysian.

AbstractIn this paper we study strategies for better utilizing the network capacity of Internet Service Providers (ISPs) when they are faced with stochastic and dynamic arrivals and departures of customers attempting to log‐on or log‐off, respectively. We propose a method in which, depending on the number of modems available, and the arrival and departure rates of different classes of customers, a decision is made whether to accept or reject a log‐on request. The problem is formulated as a continuous time Markov Decision Process for which optimal policies can be readily derived using techniques such as value iteration. This decision maximizes the discounted value to ISPs while improving service levels for higher class customers. The methodology is similar to yield management techniques successfully used in airlines, hotels, etc. However, there are sufficient differences, such as no predefined time horizon or reservations, that make this model interesting to pursue and challenging. This work was completed in collaboration with one of the largest ISPs in Connecticut. The problem is topical, and approaches such as those proposed here are sought by users. © 2001 John Wiley & Sons, Inc., Naval Research Logistics 48:348–362, 2001

Purpose– As global populations become increasingly urbanized and urban areas grow in density and complexity, many firms seeking to operate in these areas face significant new challenges. The purpose of this paper is to identify the approaches utilized by urban logistics service providers to overcome the issues resulting from urban density and complexity. The paper also identifies potential directions for future research based on the research findings.Design/methodology/approach– The study followed a grounded theory approach (Corbin and Strauss, 2008) to uncover the approaches utilized by logistics service providers to adapt to urban environments.Findings– The urban environment exerts certain coercive and mimetic pressures on logistics service providers. To overcome these pressures, urban logistics service providers seek to manage space, resources, and legitimacy in the urban environment.Research limitations/implications– This research followed an inductive approach, and therefore, further empirical research is required to ensure statistical generalizability. Additionally, all research participants are currently employed in the USA, and so further research at the international level should be conducted.Practical implications– The framework presented will enable firms seeking to enter the urban market to more quickly adapt to the specific pressures of the urban ecology.Originality/value– While literature from several academic disciplines outline problems and solutions specific to urban areas, little qualitative, inductive research has been conducted in the field of urban logistics. The current research serves as a starting point for further urban logistics research.

To evaluate and reflect the sustainability of services in the region, an overall sector maturity assessment was done taking into account four main dimensions: access to services, quality of services, efficiency of services, and financing of services. Each of these dimensions is measured through three simple and objective indicators. For each indicator, best practice values are established by looking at the best performers in the region, and countries closest to those best performers are deemed to have a more mature sector. A more complete description of the methodology to assess the sector maturity is included in the annex of the state of the sector regional report from the Danube Water Program. The outcomes of this assessment for the Austrian water sector are presented, which also shows average and best practices in the Danube region. The Austrian sector maturity score is 96, which is significantly higher than the Danube average maturity of 64, and the highest score in the region. The assessment shows that, on average, the country performs very well in terms of access to piped water and flushes toilet, wastewater treatment coverage, customer satisfaction, continuity of service, wastewater compliance, collection ratio, and nonrevenue water.

This article discusses the challenges for providers of local public services to adapt to increasing marketization and competition in the public sector. Based on some empirical evidence from local government in Germany, the article describes different adaptive measures in the past and shows the legal restrictions to strengthening performance and particularly competitiveness. Furthermore, the article presents some findings from good practice cases of local service providers in Germany who have successfully exposed themselves to market mechanisms. Finally, the article discusses observed results of increased competitiveness in the local government sector, with special regard to quality, efficiency and public employment. The article concludes with describing necessary elements of a competitive regime for public services and with some general reflections about the role of competition in the public sector.

"There is a need for a greater level of awareness about the behaviours and circumstances that affect Indigenous community safety and the services available to communities to deal with them. Information in this report will help create an evidence base for developing initiatives that build on the resilience and capacity in Indigenous communities."

This is a conference paper. ; The Strategic Framework for Water Services, approved by Cabinet in September 2003, sets out a policy framework for the institutional reform of water services provision. This includes a motivation for reform, as well as the objectives, principles and approach for the reform process. The Institutional Reform involves various national investigations and studies that need to be undertaken to improve decision making concerning regional institutional issues. Government has established the National Institutional Reform Task Team as a high-level policy-formulating advisory body to oversee and guide the institutional reform process. Institutional Reform Investigations are under way in the Central Eastern Cape, Western Highveld Region, with an additional six regional investigations planned for the coming year. This paper is aimed at providing an overview of the National Institutional Reform Strategy for Water Services Provision and the institutional reform initiatives that are currently being undertaken by DWAF.