Vicki R. McKinney

The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

Online shopping provides convenience to Web shoppers, yet its electronic format changes information-gathering methods traditionally used by customers. This change raises questions concerning customer satisfaction with the online purchasing process. Web shopping involves a number of phases, including the information phase, in which customers search for information regarding their intended purchases. The purpose of this paper is to develop theoretically justifiable constructs for measuring Web-customer satisfaction during the information phase.By synthesizing the expectation-disconfirmation paradigm with empirical theories in user satisfaction, we separate Web site quality into information quality (IQ) and system quality (SQ), and propose nine key constructs for Web-customer satisfaction. The measurements for these constructs are developed and tested in a two-phase study. In the first phase, the IQ and SQ dimensions are identified, and instruments for measuring them are developed and tested. In the second phase, using the salient dimensions of Web-IQ and Web-SQ as the basis for formulating first-order factors, we develop and empirically test instruments for measuring IQ and SQ-satisfaction. Moreover, this phase involves the design and test of second-order factors for measuring Web-customer expectations, disconfirmation, and perceived performance regarding IQ and SQ. The analysis of the measurement model indicates that the proposed metrics have a relatively high degree of validity and reliability. The results of the study provide reliable instruments for operationalizing the key constructs in the analysis of Web-customer satisfaction within the expectation-disconfirmation paradigm.

Maintaining distributed relationships

Electronic communication works best when it increases interaction and collaboration through a variety of media.

The role of software patents in sustaining IT-enabled competitive advantage: a call for research

A number of information technology (IT) researchers have examined IT and sustained competitive advantage. However, the relationship between software patents and IT sustained advantage is often unclear and incomplete. This paper reviews some of that research, pointing out various research contributions while indicating some of the problematic issues in dealing with competitive advantage and software patents. In addition, we highlight a number of software-based patents that have been awarded to organizations in diverse industries, including some that provide researchers and executives with insight into how organizations are protecting unique business methods with software patents. We also pose some intriguing research questions, including determining why firms do in fact patent software, and investigating the potential differences in doing business globally involving countries that either take steps to protect software assets with patents versus those that do not. Based on the information presented, we anticipate that IT researchers would be more open to investigating the relationship between software patents and sustaining IT-based competitive advantage.

A Proposal for Examining Factors Leading to Knowledge Equity

Knowledge equity is a concept which can mean different things to different people. This research project addresses fair access to knowledge in organizational settings and develops a comprehensive view of knowledge equity within organizational units. The aim of the project is to explore attitudes toward knowledge equity, examine the cultural affects of cognitive schemas on knowledge equity, and determine the role knowledge equity plays in organizational operations. The high level view this study takes is critical to understanding why knowledge equity would be viewed as important to some organizational members while not necessarily to other members. The project emphasizes a structured approach for examining knowledge equity aiming to provide significant theoretical contributions regarding the role of knowledge equity in organizations. Specifically, the goal of the study is to establish a theoretical foundation on knowledge equity and determine the role of knowledge equity plays in organizations.