A typology of technological enablers of website service failure prevention

Nili, Alireza, Tate, Mary, & Gable, Guy G. (2014) A typology of technological enablers of website service failure prevention. In PACIS 2014 Proceedings, AIS Electronic Library (AISeL), Chengdu, China, p. 78.

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An increasing range of services are now offered via online applications and e-commerce websites. However, problems with online services still occur at times, even for the best service providers due to the technical failures, informational failures, or lack of required website functionalities. Also, the widespread and increasing implementation of web services means that service failures are both more likely to occur, and more likely to have serious consequences. In this paper we first develop a digital service value chain framework based on existing service delivery models adapted for digital services. We then review current literature on service failure prevention, and provide a typology of technolo- gies and approaches that can be used to prevent failures of different types (functional, informational, system), that can occur at different stages in the web service delivery. This makes a contribution to theory by relating specific technologies and technological approaches to the point in the value chain framework where they will have the maximum impact. Our typology can also be used to guide the planning, justification and design of robust, reliable web services.

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ID Code: 74373
Item Type: Conference Paper
Refereed: Yes
Keywords: Service failure prevention, Service value chain framework, Typology, Technological enablers
Divisions: Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2014 [please consult the author]
Deposited On: 24 Jul 2014 02:56
Last Modified: 21 Jun 2017 14:49

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