Essays on Management Information Systems - E-Commerce Service Failures Assignment

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The paper "Management Information Systems - E-Commerce Service Failures" is a good example of a management assignment.   Prior to carrying out their study which was associated with E-commerce service failures, Tan, Benbasat and Cenfetelli (2016) discovered that despite the alarming failure rate exhibited by e-commerce transactions, little had been done with regard to finding out what contributed to the e-commerce service failures. Besides, no authoritative, empirical research had been carried out to determine the effect of the e-commerce service failures on the consumer’ s satisfaction (Harris Interactive, 2006). Despite the various service failures in renowned online firms such as Amazon. com, very few scholars had bothered to find out the impact of e-commerce service failures on online shoppers.

Besides, a significant number of studies that have been carried out have considerably emphasized on the impact of service failure on offline transactions, whereby the customers have to visit a store to make purchases or to be served (Tan, Benbasat and Cenfetelli, 2016). As such, the authors found it necessary to carry out a study that would cover the gaps as mentioned earlier. In other words, they felt that an in-depth appreciation of electronic commerce service failures was essential to stem the wave of patron loss ubiquitous even among refined online business such as Amazon. com and Netflix. Tan, Benbasat and Cenfetelli (2016) explored the electronic service failures in their study with the primary purpose of conducting an exploratory study of the formation as well as the effect on e-commerce service failure on online consumer behaviour.

Importantly, the authors wanted to find out what the current e-commerce is as well as how they manifest on electronic commerce websites.

They also wanted to found out how various types of electronic commerce service failures impact consumers’ evaluation of electronic commerce websites. In their paper, Tan, Benbasat and Cenfetelli (2016) argue that consumers’ expectations of electronic commerce websites often create the basis under which evaluation regarding service performance is developed or formulated. Accordingly, e-commerce Service failures have more often than not been associated with failures in offline contexts, which is significantly wrong. They argue that offline and online services are often different in context and as such, their failures cannot have a similar impact on the consumer’ s post-purchase behaviour.

Even though service failures in both offline and online scenarios are often associated with consumers’ evaluations of service delivery negatively going against their expectations, they involve distinct transactions as the former allows the customer to get physically in touch with the organization while the latter involves virtual contact (Bhattacherjee, 2001). With all the aforementioned aspects in mind, the authors wanted to dig further and understand the impact of e-commerce service failure on the consumers’ post-purchase-mannerism. In their quest to carry out a study on e-commerce service failure, Tan, Benbasat and Cenfetelli (2016) posited that the current empirical studies were inductively derived and also lacked a theoretical foundation or basis.

Consequently, this is the reason past classification studies associated with service failures were not in a position to identify the consequences for failure dimensions as far as e-commerce service failure are concerned. The authors posit that a majority of the studies often treated failure as a unidimensional construct considering the multifaceted nature of e-commerce service failure.

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Tan, C. W., Benbasat, I., & Cenfetelli, R. T. (2016). An Exploratory Study of the Formation and Impact of Electronic Service Failures. Mis Quarterly, 40(1), 1-29.

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