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e-Service Symposium 2006
Items in this Collection
- 1Bergen, Mark
- 1Canadian Institute of Retailing & Services at University of Alberta
- 1Clark, Colin
- 1Finn, Adam
- 1Gellatly, Ian
- 1Ingles, Chris
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eService and the Alberta HR Crisis
2006-10-11
McElhone, Paul, Ingles, Chris, Gellatly, Ian, Lawman, Andrew, Clark, Colin
Panel discussion. Presentation by Dr. Gellatly will offer general insights into what the “HR crisis” might mean for a variety of people-management practices within service-oriented companies. Specific topics will include “HR crisis” effects on selection, training, compensation, performance...
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Plenary: The eService Paradigm
2006-10-10
Stroulia, Eleini, Bergen, Mark, Messinger, Paul
We propose a framework for eService that highlights the challenges of combining human and automated inputs. Because service processes involve co-generating value with consumers, our model intermeshes what the consumer does with what the business does. We accordingly link the stages of the service...
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Session: Dimensions of eService
2006-10-11
Finn, Adam, Patterson, Raymond
Two papers: 1.e-Service Quality Dimensions and the Importance of Customer Delight. Presenter: Adam Finn, University of Alberta. 2. Differentiating the Service Firm: e-CRM and Healthcare. Presenter: Raymond A. Patterson, University of Alberta. Co-authors: L.C. Burr, Eric Rolland, and Keith F. Ward...