The purpose of this article is to highlight the limitations and drawbacks of existing knowledge about e-service quality and e-service user acceptance. To overcome these limitations we will propose some solutions. An extensive review of relevant literature has shown that a lot of research has already been conducted in this field. However, there is still a gap between the percentage of existing e-services and the percentage of those that are actually being used. We believe that existing knowledge could be better used by e-service researchers and especially by e-service providers, if they would have a knowledge system that would be capable of synthesizing the existing knowledge and presenting it in a more people-friendly format. The practical outcome of this article is a proposal for an e-service knowledge system, which could be used to improve the quality and user acceptance of e-services.
Šumak, Boštjan; Polančič, Gregor; and Heričko, Marjan, "Towards an e-Service Knowledge System for Improving the Quality and Adoption of e-Services" (2009). BLED 2009 Proceedings. 4.