Investigating the adoption of electronic customer service by Australian businesses

D.T.H.C. Nguyen, Jamie Murphy, Doina Olaru

Research output: Contribution to journalArticlepeer-review

14 Citations (Scopus)


This study investigates electronic customer service, e-service, by Australian organisations, replicating and building on Heuchan et al.'s study of relationships among organisational characteristics and e-service. Compared to one year earlier, the study found more organisations with Web sites, shorter response times to customer e-mails and higher response quality to customer e-mails. Response rate and response quality, however, was virtually the same - poor. Australian organisations have e-service tools such as Web sites and e-mail, yet they face an assimilation gap delivering e-service. Organisational diffusion of innovations provides a theoretical base for these results and future research. The paper gives manager insights into existing e-service and ways to improve e-service in their organisation.
Original languageEnglish
Pages (from-to)492-503
JournalJournal of Service Theory and Practice
Issue number6
Publication statusPublished - 2003


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