| Delivery and infrastructure view |
Production, delivery and outcome view |
| Those services that can be delivered electronically (Javalgi, Martin and Todd, 2004) |
Any asset that is made available via the Internet to drive revenue streams or create new efficiencies (Piccinelli and Stammers, 2001) |
| Provision of services over electronic networks (Rust and Kannan, 2003) |
An act or performance that creates and provides benefits for customers through a process that is stored asan algorithm and typically implemented by networked software (Hofacker et al., 2007) |
| Interactive services that are delivered on the Internet using advanced telecommunications, information, and multimedia technologies (Boyer, Hallowell & Roth, 2001) |
E-services as Internet-based applications that fulfill service needs by seamlessly bringing together distributed, specialized resources to enable complex (often real-time) transactions (Tiwana and Balasubramaniam, 2001) |
| E-service is deeds, efforts or performance whose delivery is mediated by information technology (including Web, information kiosks and mobile devices). Such e-service includes the service element of e-tailing, customer support and service, and service delivery (Rowley, 2006) |
E-services are defined as services that are produced, provided and/or consumed through the use of ICT-networks such as Internet-based systems and mobile solutions (Scupola et al., 2009) |
