Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience

Scenario analysis was used to examine empirically the relationships between guarantee type and service experience, and consumer satisfaction, for the service of an Internet Service Provider (ISP). The scenarios involved hypothetical situations in which several factors were varied: the existence of a problem; the invocation of a guarantee, the identity of the invoker; and the manner of resolution of any problem. Alternative service guarantees were associated with each hypothetical experience: a specific guarantee, and an unconditional guarantee. Overall, consumer satisfaction related to the nature of the service experience much more strongly than it did to the difference in guarantee type.

The robustness of the behavioural-intentions battery in services scenarios

The consensus among researchers is that loyalty is a very complex construct (Javalgi & Moberg 1997). Various typologies have been developed to measure the loyalty construct (e.g., Curassi and Kennedy 2002; Hoare 2000; Knox 1998; Zeithaml, Parasuraman & Berry 1996). Zeithaml, Berry & Parasuraman (1996) developed a service loyalty framework comprising 13 items across five dimensions: “loyalty”, “switch”, “pay more”, “external responses”, and “internal responses”. This framework was criticised by Bloemer, de Ruyter & Wetzels (1999) for having conceptual and empirical limitations. Upon re-examination of the same 13 items, they concluded that the loyalty construct comprised only four factors: “word-of-mouth”, “purchase intentions”, “price sensitivity”, and “complaining behaviour”. Questions remain as to the precise dimensionality of the service loyalty construct as proposed by Zeithaml, Parasuraman & Berry (1996), and its stability or robustness generically, i.e., to what extent is there an invariant factor structure across the range of marketing contexts to which the battery may be applied? This paper reports on the testing of the goodness-of-fit of the five and fourfactor models to data collected in a study of consumer reaction to the service supplied by an Australian Internet Service Provider (ISP), through a series of hypothetical scenarios. In addition, comparisons were conducted with the results of exploratory factor analyses of the eight scenarios. The results suggested that factor structures are unstable across the data subsets, thereby limiting the generalisability and utility of the proposed models.

Spam filtering based on preference ranking

When the average number of spam messages received is continually increasing exponentially, both the Internet service provider and the end user suffer. The lack of an efficient solution may threaten the usability of the email as a communication means. In this paper we present a filtering mechanism applying the idea of preference ranking. This filtering mechanism will distinguish spam emails from other email on the Internet. The preference ranking gives the similarity values for nominated emails and spam emails specified by users, so that the ISP/end users can deal with spam emails at filtering points. We designed three filtering points to classify nominated emails into spam email, unsure email and legitimate email. This filtering mechanism can be applied on both middleware and at the client-side. The experiments show that high precision, recall and TCR (total cost ratio) of spam emails can be predicted for the preference based filtering mechanisms.

Exploring the feasibility and acceptability of using internet technology to promote physical activity within a defined community

ISSUE ADDRESSED: To explore the feasibility of using the Internet and e-mail to promote physical activity in a defined community.

METHODS: An online survey was conducted through a community-based Internet Service Provider (ISP). ISP clients were recruited via electronic newsletter and direct e-mail. Data were collected on preferred sources of assistance for physical activity advice and stage of motivational readiness for physical activity.

RESULTS: Valid surveys were completed by 797 (9% response rate). Participants were: 55% men; 56% aged >45 years; 57% worked full time; mean BMI was 28+/-8. Thirty-six per cent were in the early stages of motivational readiness for physical activity. More than 70% were somewhat to extremely interested in having access to a physical activity website.

CONCLUSION: Promoting physical activity via the Internet and e-mail is feasible and appealing to some people. Expanding the reach, appeal and use of this technology to deliver physical activity programs will be a challenge.

Information security standards for e-business

The process of buying, selling or interacting with customers via Internet, Tele-sale, Smart card or other computer network is referred to as Electronics Commerce. Whereas online trade has been touting its flexibility, convenience and cost savings, the newest entrant is wireless e-commerce. This form of business offers many attractions; including 24 hours seven days’ open shop–business, vastly reduced fixed cost, and increased profitability. Amazon.com is an example of a successful venture, in e-business. Internet Service providers (ISP/ASP) have a significant influence on the feasibility, security and cost competitiveness of an e-business venture. In the ISP model of services, multiple users and their databases are normally offered on a single hardware, platform sharing the same IP address and Domain name. Clients will require a mechanism, which allows them to update their Web contents and databases frequently even many times daily without intervention of local system Administrator (ISP Admin). The paper overviews few steps to enable corporate clients to update their web content more securely.

Creating an Innovation Exception? Copyright Law as the Infrastructure for Innovation

Innovation is clearly essential for economic growth, cultural development and personal autonomy. Yet the relationship between innovation and copyright law in Australia is uncertain and perhaps overly restrictive. After the Australia-United States Free Trade Agreement Australia now has a copyright regime that can broadly be
described as a lock up and lock out scheme. Whilst the Australian Government has paid lip service to innovation the Australian Copyright Act, which provides the essential legal infrastructure for innovation, now privileges the rights of owners over the interests of the public. In particular, the Copyright Act neglects to create a specific exception for technology innovation. If there is to be some coherence in Australia
thinking with regards to innovation and copyright policy it is crucial that such an exception be created. Arguably, it is possible that such an exception can withstand the scrutiny of the three step test. At present the only ‘exception’ that can be said to exist is in the form of the limits of the authorisation liability provisions or the ISP safe harbour scheme. Australian copyright law needs something more substantial than that
and needs for there to be a clear hierarchy between the exceptions and the liability provisions.

Australia and the question of internet control

The Australian Federal Government is concerned about the impact of the Internet on Australian society and has been considering ways to protect the Australian public against the "darker" elements of the Internet. The Federal Government has proposed a new model whereby Internet Service Provider's (ISP's) level the filtering of overseas hosted Internet material classified as Refused Classification (RC) under the National Classification Scheme. This paper will describe the historical development of this strategy and will analyse the outcome of the public consultation of the proposed Australian Federal Government proposals.

Network dynamics of mobile social networks

With the rapid development of smartphones and mobile Internet technology, we witness an overwhelming growth of mobile social networks (MSN), which is a type of social network, forming virtual communities among people with similar interests or commonalities. In MSNs, users play a crucial role for their development, deployment and success. Understanding the MSN user behavior therefore attracts interests of different entities - ISPs, service providers, and researchers. However, it is hard to gather a comprehensive real data set, little is known and even less has been published about MSN user activities. In this paper, we focus on analyzing MSN user behavior from the perspective of ISP network, which is seldom reported in literature. Based on the real data set collected from the mobile network gateway of a major mobile carrier who has more than five million subscribers, we present an in-depth user behavior analysis of four popular social networks. We study the MSN user behavior from six aspects: user requests, active online time, sessions, inter-session, the number of requests in a session, and inter-request. We found that power law and lognormal are two popular features of the studied objects, and exposed some interesting findings as well. We hope our work could be helpful for ISPs, MSN content providers, and researchers. © 2014 IEEE.