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  • 1.
    Baptista, Cristina
    et al.
    Luleå tekniska universitet.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Industrial buying behavior in the Swedish and Polish mining industries1998In: Marketing advances in theory, practice and education / [ed] Duncan J. Herrington; Ronald D. Taylor, Society for Marketing Advances , 1998, p. 93-99Conference paper (Refereed)
  • 2.
    Beheshti, Hoosang M.
    et al.
    Radford University.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    E-business diffusion in large Swedish firms2008Conference paper (Refereed)
    Abstract [en]

    Advances in e-business are potentially the most important development for both large manufacturing and service organizations around the globe. E-business technology affords the company to move from a traditional business model to a model that promotes shared activities, desicion making, and problem solving as well as strengthening the management of inter- and intra-organizationl processes.

  • 3.
    Beheshti, Hoosang M.
    et al.
    Radford University.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Henderson, Dale A. ,
    Radford University.
    The strategic and organizational impact of electronic business on large firms2008In: Journal of International Business Disciplines, ISSN 1934-1822, Vol. 2, no 3, p. 48-61Article in journal (Refereed)
    Abstract [en]

    This research examines the impact of and the benefits derived from e-business integration in large manufacturing and service organizations in Sweden. Business managers are increasingly under pressure to improve the financial performance and the profitability of their companies. The Internet-based electronic business can provide opportunities for business ti improve the efficiency and the effectiveness of their business operations, to form partnership with suppliers, improve customer service, and to manage better their supply chain. The results show that large Swedish firms are benefiting from e-business implementation in many key areas of their business.

  • 4.
    Beheshti, Hooshang
    et al.
    Radford University, Radford, Virginia, USA.
    Hultman, Magnus
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Jung, Marie-Louise
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Opoku, Robert
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Electronic supply chain management applications by Swedish SMEs2007In: Enterprise Information Systems, ISSN 1751-7575, E-ISSN 1751-7583, Vol. 1, no 2, p. 255-268Article in journal (Refereed)
    Abstract [en]

    The Internet has become an integral part of business activities of most corporations today. Electronic supply chain management (SCM) can improve the operational efficiency of the firm by streamlining processes between the company and its suppliers, business partners, and customers. This research explores the extent and the degree of Internet application in Swedish small- and medium-sized enterprises (SMEs). The analyses of the data show that the Swedish SMEs use the Internet in their supply chain activities to a large degree. The study establishes some differences between smaller and larger organizations as well as between manufacturing and service companies.

  • 5.
    Beheshti, Hooshang M
    et al.
    Radford University.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Engström, Anne
    Competitive advantage with e-business: a survey of large American and Swedish firms2006In: Competitiveness Review: an international business journal, ISSN 1059-5422, E-ISSN 2051-3143, Vol. 16, no 2, p. 150-157Article in journal (Refereed)
    Abstract [en]

    Advances in information and communications technology have allowed for a wide range of electronic business models and applications. These applications are providing a competitive advantage for organizations by creating efficiencies and cost reductions. Electronic business should be part of the overall corporate strategy and be integrated into core business processes. This study provides interesting insights into electronic business applications in large corporations and discusses similarities and differences that exist between Swedish and American corporations.

  • 6. Beheshti, Hooshang
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    The benefits of e-business adoption: an empirical study of Swedish SMEs2007In: Service Business: An International Journal, ISSN 1862-8516, E-ISSN 1862-8508, Vol. 1, no 3, p. 233-245Article in journal (Refereed)
    Abstract [en]

    The global nature of business today and the advances in information and communications technologies have compelled corporations to employ emerging technologies in order to remain competitive. In recent years electronic business has been adopted by many corporations to improve operational efficiency, profitability, and to strengthen their competitive position. This study examines the impact of web-based e-business on the small and medium-size enterprises (SMEs) in Sweden. The analyses of data collected for this study provide valuable information to the executives of manufacturing and service SMEs. The findings show that the SMEs in the sample have benefited from e-business implementation in both operational and performance areas of their organization.

  • 7. Beheshti, Hooshang
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    The impact of technology on trading: past, present and the future1999Report (Other academic)
    Abstract [en]

    This study provides a base for understanding of the role of technology in trading. It evaluates the impact of technology on reshaping the structure of the flow of information in New York Stock Exchange (NYSE) and the electronic stock market (NASDAQ).

  • 8. Berthon, Pierre
    et al.
    Pitt, Leyland
    Nel, Deon
    Deakin University, Melbourne.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Engström, Anne
    The biotechnology and marketing interface: functional integration using mechanistic and holographic responses to environmental turbulence2008In: Journal of Commercial Biotechnology, ISSN 1462-8732, E-ISSN 1478-565X, Vol. 14, no 3, p. 213-224Article in journal (Refereed)
    Abstract [en]

    This paper serves to specify and ground research into interfunctional integration in a wider theoretical context with particular reference to the interaction between technology and marketing in the biotechnology sphere. The general and specific problem areas are specified as those of interfunctional relations and the dyadic relationship between marketing and biotechnical managerial functions in particular. The contextual/organisational generative mechanisms that are likely to keep interfunctional relations at the centre of scholarly attention for some time are explored from the perspective of cybernetic theory. The law of requisite variety states that in an effective open system environmental variety is matched by internal structural variety. As organisations are faced with ever more turbulent, and complex environments, this must be matched by an increased internal complexity within the organisation. The two modes of response, namely holographic and mechanistic, both highlight the need to further our understanding of interfunctional differences. Having established the problem and its genesis, a specific research agenda is outlined as the exploration of the interfunctional differences from a decision-making perspective.

  • 9.
    DesAutels, Philip
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Berthon, Pierre
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Rising to the challenge: a model of contest performance2011In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 16, no 3-4, p. 263-274Article in journal (Refereed)
    Abstract [en]

    Contests are a ubiquitous form of promotion widely adopted by financial services advertisers, yet, paradoxically, academic research on them is conspicuous in its absence. This work addresses this gap by developing a model of contest engagement and performance. Using motivation theory, factors that drive participant engagement are modeled, and engagement's effect on experience and marketing success of the contest specified. Measures of contest performance, in-contest engagement and post-contest enduring interest are included. From the model, propositions are developed. Overall, the model provides financial service marketers with a theory-based foundation for designing and operating successful contests.

  • 10.
    Ek Styvén, Maria
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Engström, Anne
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Projekt: Kundens kanal(k)val – Hur ska handeln möta kundbehov i digitala kanaler?2015Other (Other (popular science, discussion, etc.))
  • 11.
    Engström, Anne
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Styvén, Maria Ek
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Developing an attractive mobile service: A comparison of desired consumption values of three different services2015In: The Sustainable Global Marketplace: Proceedings of the Annual Conference of the Academy of Marketing Science, Coral Gables, FL USA May 24-27, 2011 / [ed] Mary Conway, Cham: Encyclopedia of Global Archaeology/Springer Verlag, 2015, p. 454-456Conference paper (Refereed)
    Abstract [en]

    This paper presents the results of an exploratory study on consumption values. The aim of this study is to explore and compare desired consumption values of different mobile services. The results point out similarities as well as differences in desired consumption values of different mobile services.

  • 12.
    Engström, Anne
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Styvén, Maria Ek
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Developing an attractive mobile service: A comparison of desired consumption values of three different services2011In: The Sustainable Global Marketplace: Proceedings of the Annual Conference of the Academy of Marketing Science, Coral Gables, FL USA May 24-27, 2011 / [ed] Mary Conway, The Academy of Marketing Science, 2011Conference paper (Refereed)
    Abstract [en]

    This paper presents the results of an exploratory study on consumption values. The aim of this study is to explore and compare desired consumption values of different mobile services. The results point out similarities as well as differences in desired consumption values of different mobile services.

  • 13.
    Engström, Anne
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Styvén, Maria Ek
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Kungliga tekniska högskolan, KTH.
    E-asy p-easy - or maybe not...: using market segmentation to address citizens' needs2012In: Book of Abstracts: 19th Recent Advances in Retailing & Services Science Conference / [ed] Harry Timmermans, 2012, p. 60-60Conference paper (Refereed)
  • 14.
    Engström, Anne
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Styvén, Maria Ek
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Medborgarperspektiv på kommunala e-tjänster: Delrapport 1 i projektet "Kundfokus för ökad användning av kommunala e-tjänster" (CUP)2011Report (Other academic)
  • 15. Engström, Anne
    et al.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    E-government ur medborgarnas perspektiv: marknadsorienteringens outnyttjade möjligheter2010In: Förvaltning och medborgarskap i förändring: etablerad praxis och kritiska perspektiv, Lund: Studentlitteratur AB, 2010, p. 101-118Chapter in book (Other academic)
  • 16.
    Engström, Anne
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Wallström, Åsa
    Salehi-Sangari, Esmail
    Implementation of public e-procurement in Swedish government entities2009In: 2009 International Multiconference on Computer Science and Information Technology: (IMCSIT 2009) ; Mragowo, Poland, 12 - 14 October 2009 / [ed] M. Ganzha; M. Paprzycki, Piscataway, NJ: IEEE Communications Society, 2009, Vol. 4, p. 315-319Conference paper (Refereed)
    Abstract [en]

    An increasing number of organizations in the public sector are beginning to adopt e-procurement, which its benefits (e.g., to reduce costs through increased efficiency in the procurement function) are well known by businesses. The purpose of this paper is to assess the implementation of e-procurement concept within Swedish government authorities during 2001 and 2008. A qualitative research approach was applied, and a longitudinal study was conducted. Data were collected in 2001 and 2008 through structured personal telephone interviews with 15 central government agencies. Results show that the implementation of e-procurement has developed substantially during recent years, but Swedish government authorities have still not yet adopted and utilized e-procurement to its full potential. Benefits and challenges were identified. The implementation and use of e-procurement were also found to have an impact on the buying behavior, i.e., on the buying process, the selection criteria and the buying center.

  • 17. Engström, Anne
    et al.
    Wallström, Åsa
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    The evolution of e-procurement within Swedish municipalities from 2001 to 20082008In: Collaboration and the Knowledge Economy: Issues, Applications, Case Studies / [ed] Paul Cunningham; Miriam Cunningham, IOS Press, 2008, Vol. 5, p. 507-513Conference paper (Refereed)
  • 18.
    Ghazisaeedi, Mehdi
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Compensation disclosure on product review blogs and persuasion with uncertainty.2013Conference paper (Refereed)
  • 19.
    Ghazisaeedi, Mehdi
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Compensation disclosure on product review blogs and persuasion with uncertainty.2015In: Ideas in Marketing: Finding the New and Polishing the Old : Proceedings of the 2013 Academy of Marketing Science (AMS) Annual Conference / [ed] Krzysztof Kubacki, Cham: Encyclopedia of Global Archaeology/Springer Verlag, 2015, p. 175-178Conference paper (Refereed)
    Abstract [en]

    Blogs have incredible potential as persuasion tools and their persuasive function is of great importance as they have a great influence over public opinion (Xifra & Huertas, 2008). Individuals are increasingly referring to online product review blogs for gaining advice and receiving recommendations concerning the quality of the product of their choice. As a result, some marketers have made an effort to control or manipulate the online reputation of their products by compensating individuals to review products favorably in various online forums and product review blogs (Jensen, 2011). In return, as of late 2009, the Federal Trade Commission (FTC) has mandated product review bloggers to provide disclosures in their reviews when they receive compensation (payment or free products), or whenever there may be hidden interests or unspoken biases related to recommendations (FTC, 2009).

  • 20. Heerden, Gene van
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Pitt, Leyland
    Caruana, Albert
    University of Malta.
    Do b2b bloggers believe in blogs?: PR insights on blogger skepticism2010In: Asia Pacific Public Relations Journal, ISSN 1440-4389, E-ISSN 1839-8227, Vol. 10, p. 123-132Article in journal (Refereed)
  • 21.
    Hultman, Magnus
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Jung, Marie-Louise
    Opoku, Robert
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Justifying your price online: an investigation of academic associations' online communication of membership benefits2007In: Marketing theory and practice in an inter-functional world: Proceedings of the 2007 World Marketing Congress, Verona, Italy / [ed] Carol W. DeMoranville, The Academy of Marketing Science, 2007, p. 123-127Conference paper (Refereed)
    Abstract [en]

    This study identifies the benefits that are communicated online by a selection of academic associations. It also investigates the relationship between what is communicated online and the size of the associations' membership fees. The findings show that the level of the membership fee is to some extent influenced by the amount of words that communicate status on an association's website, as opposed to communication about conferences, job market, networking, publications, savings, size, or age.

  • 22.
    Hultman, Magnus
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Opoku, Robert Ankomah
    King Fahid University of Petroleum and Minerals.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Oghazi, Pejvak
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Bui, Thong
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Private label competition: the perspective of Swedish branded goods manufacturers2008In: Management Research News, ISSN 0140-9174, E-ISSN 1758-6135, Vol. 31, no 2, p. 125-141Article in journal (Refereed)
    Abstract [en]

    Purpose - This paper aims to gain a better understanding of how Swedish branded goods manufacturers (BGMs) deal with the increased usage of private labels. Design/methodology/approach - The approach takes the form of answering the three research questions of this study: how private labels are viewed by BGMs on the Swedish market; how Swedish BGMs strategically respond to the increases in private labels; and how the benefits and drawbacks of these strategic responses are perceived by Swedish BGMs. A contrasting multiple case study of four Swedish companies in the fast-moving consumer goods (FMCG) industry was used. Findings - The perceived advantages of private labels are connected to their overall control of the market in which they operate, whereas the advantages of BGMs are seen to be linked to product development and superior brand reputation. BGMs respond to private labels by taking them seriously and striving to increase the perceived distance of their brands from private labels in the eyes of the consumers. The overall benefit of these strategies is perceived to be preparedness for increased private label competition, while the drawbacks vary between companies. Research limitations/implications - In addition to empirical testing based on previous research on private label competition in a new setting, the study also presents suggestions for future research and the implications of the findings for managers. Practical implications - Findings indicate that BGMs should take the emergence of private labels seriously, while at the same time striving to maintain good business relationships with the retailers. Originality/value - The study provides insights into the competitive situation between private labels and the manufacturer brands in the Swedish FMCG market.

  • 23. Jung, Marie-Louise
    et al.
    Hultman, Magnus
    Opoku, Robert
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Internet usage in supply chain managemant and its impact on overall efficiency: a Swedish SME perspective2007In: Proceedings of the annual conference of the Academy of Marketing Science / [ed] Dheeraj Sharma; Shaheen Borna, The Academy of Marketing Science, 2007Conference paper (Refereed)
  • 24. Karlsson, Ted
    et al.
    Wallström, Åsa
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Corporate brand in service firms: the brand team2008In: Recent Advances in Retailing and Services Science: conference 2008 : conference proceedings, Zagreb, Croatia, 14 July-17 July 20 / [ed] H.J.P. Timmermans, Eindhoven: EIRASS , 2008Conference paper (Refereed)
  • 25.
    Keramati, Abbas
    et al.
    University of Teheran.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Farshid, Mana
    Zavareh, Javad Toufighi
    University of Bath.
    Customer relationship management activities in e-banking: the case of Iranain banks2009In: International Journal of Electronic Customer Relationship Management, ISSN 1750-0664, E-ISSN 1750-0672, Vol. 3, no 3, p. 207-235Article in journal (Refereed)
    Abstract [en]

    The aim of this research is to investigate customer relationship management (CRM) activities in e-banking among Iranian banks. These banks are already adopting CRM and approaching it differently, and achieving different rates of success in terms of customer satisfaction and CRM. A comparative approach of their attitudes toward CRM, therefore, will reveal important insights. Following similar approaches researchers have employed in Europe, Pakistan, Malaysia, the UK and Ireland, we investigated the touch points and services that connect banks to their customers. According to these researches in other countries, we have developed a theoretical framework to investigate CRM activities in public and private Iranian banks by interviewing with qualitative approach case study. The main components of our research framework are: communicational/collaborative CRM, operational CRM and analytical CRM. We also consider the relationship among the components. This research will reveal Iranian banks' positioning with regard to their view, concept and the benefits of CRM, with a cross-case comparison between Iranian banks' CRM activities and also some conclusions for practitioners.

  • 26.
    Kordestani, Arash
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Amini, Mehdi
    University of Memphis.
    Salehi-Sangari, Esmail
    Kungliga tekniska högskolan, KTH.
    Environmentally and socially responsible buyer supplier relationship management2013Conference paper (Refereed)
  • 27.
    Kordestani, Arash
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Amini, Mehdi
    University of Memphis.
    Salehi-Sangari, Esmail
    Kungliga tekniska högskolan, KTH.
    Environmentally and socially responsible buyer supplier relationship management2015In: Ideas in Marketing: Finding the New and Polishing the Old : Proceedings of the 2013 Academy of Marketing Science (AMS) Annual Conference / [ed] Krzysztof Kubacki, Cham: Encyclopedia of Global Archaeology/Springer Verlag, 2015, p. 445-446Conference paper (Refereed)
    Abstract [en]

    Stakeholders expect corporations to improve their sustainability performance through observing environmental and social demands, and corporations respond to these requirements through applying corporate social responsibility (CSR). CSR can be achieved by designing a sustainable supply chain in cooperation with companies along the supply chain. The stakeholder pressure on corporations to become sustainable transfers across the supply chain to suppliers. Buying firms manage the relationship with suppliers through supply management. Then, supplying managers’ attention to customer’s sustainability demands and reflecting such demands in their supply can improve the sustainability performance of the suppliers. This improvement in performance of suppliers emanates in supplied products and services and it gives buying firm a comparative advantage against competitors. Accordingly, sustainable supply management and buyer-supplier cooperation on achieving sustainability can address the sustainability concerns of the current business world. However, very few existing studies have considered the impact of sustainable supply management on improving sustainability performance of the buying firm. The current study goes beyond improving the sustainability performance of the buying firm. Specifically, the present research illustrates how sustainable supply management and buyer-suppliers cooperation can boost sustainability performance of the suppliers

  • 28.
    Kordestani, Arash
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Limayem, Moez
    University of Arkansas.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Blomgren, Henrik
    Royal Institute of Technology.
    Afsharipour, Afshin
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences.
    Why a few social networking sites succeed while many fail2011In: The Sustainable Global Marketplace: Proceedings of the Annual Conference of the Academy of Marketing Science, Coral Gables, FL USA May 24-27, 2011 / [ed] Mary Conway, The Academy of Marketing Science, 2011, p. 283-285Conference paper (Refereed)
    Abstract [en]

    The purpose of this research is to study why a few social networking sites (SNSs) succeed, while many others fail. Collecting data from 89 Facebook users reveals that electronic word of mouth (EWOM), ease of use, source credibility, information usefulness, and user participation contribute to the success of SNSs.

  • 29.
    Kordestani, Arash
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Limayem, Moez
    University of Arkansas.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Blomgren, Henrik
    Royal Institute of Technology.
    Afsharipour, Afshin
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences.
    Why a few social networking sites succeed while many fail2015In: The Sustainable Global Marketplace: Proceedings of the Annual Conference of the Academy of Marketing Science, Coral Gables, FL USA May 24-27, 2011 / [ed] Mary Conway, Cham: Encyclopedia of Global Archaeology/Springer Verlag, 2015, p. 283-285Conference paper (Refereed)
    Abstract [en]

    The purpose of this research is to study why a few social networking sites (SNSs) succeed, while many others fail. Collecting data from 89 Facebook users reveals that electronic word of mouth (EWOM), ease of use, source credibility, information usefulness, and user participation contribute to the success of SNSs.

  • 30. Kuttainen, Christer
    et al.
    Iliachenko, Elena
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Pre-adoption customer satisfaction with tourism websites: conjoint analysis of electronic customer relationship management features2005In: The AM2005, Academy of Marketing Conference, 2005, p. 273-Conference paper (Refereed)
    Abstract [en]

    Tourism enterprises can on their websites implement Electronic Customer Relationship Management (e-CRM) features that can promote customer satisfaction and assist in building profitable customer relationships. The present paper incorporates the method of Conjoint Analysis for addressing the effects of e-CRM features on the pre-adoption customer satisfaction of online trip buyers with a tourism website. The study evaluates the profiles of e-CRM features presented as ten hypothetical tourism websites. The results highlight that reservation and product customisation features have the most positive effect on pre-adoption customer satisfaction. Reservation shows also a tendency to boost other low-ranked features in e-CRM profiles. The study supports claims that it is important for potential tourists to be able to reserve and pay for a trip directly on a website. The paper makes a theoretical and methodological contribution to the study of customer satisfaction in an online context. It also provides tourism practitioners with general guidelines on how to design a competitive website.

  • 31. Lemar, B.
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Advancement in Marketing Strategic Models1992In: Proceedings of The International Academy of Business Disciplines, Lanham, Md., 1992, p. 784-793Conference paper (Refereed)
  • 32. Loria, Karla
    et al.
    Mostaghel, Rana
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    What hinders use when nothing hinders access?2008In: The 5th Scandinavian Workshop on e-Government, 2008Conference paper (Other academic)
    Abstract [en]

    The lack of use of digital services, specially when services and infrastructure are available, poses a problem for governments world-wide since valuable resources have been devoted to development and implementation of e-government (Pulliam, 2005; Löfstedt, 2005). Thus, to guarantee success of e-government efforts, citizen use must be addressed (Carter and Belanger, 2005). This study examined variables regarding demographic characteristics and skills and their relationship with usage of e-government services. A survey of citizens was conducted in northern Sweden. Results suggest that citizens' skills (i.e. computer experience, Internet use, online purchases, and surfing internet seeking information) are significant factors for usage of the e-services while demographic characteristics (age, gender, education, and home access to internet) are less important in this case. Implications and future research avenues are presented.

  • 33. Mattson, M. R.
    et al.
    Beheshti, Hooshang
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Purchasing in the Far East1991In: Proceedings of National Association of Purchasing Managers: 73rd Annual meeting, San Francisco, USA, May 5-8, 1991, 1991, p. 258-262Conference paper (Refereed)
  • 34. Mattson, Melvin M.
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    A benchmark of the equipment acquisition process: an international perspective1996In: Sasin Journal of Management, ISSN 0859-2659, Vol. 2, no 1, p. 46-59Article in journal (Refereed)
    Abstract [en]

    This article presents the results of an empirical study which compared the organizational decision process for buying equipment and materials in five countries in the Far East along with the processes in Sweden and in a conservative region of the United States. In Asia, the number of people participating in the firm's buying decision is slightly higher than in the firms in the United States, but fewer than in the Swedish firms. The tasks of the participants in Asian firms are fairly traditional, matching the conservative American group, whereas in Sweden the most important function for all participants is gathering information. The purchasing department in Asia has negotiation as its most important task, the technical staff has specifications and supplier evaluations as its top task, and the production department's top contributions to the acquisition process are need recognition and supplier evaluation. The article provides a base for comparative acquisition process studies and for comparative marketing strategies.

  • 35. Mattson, Melvin R.
    et al.
    Beheshti, Hooshang
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    A two-country comparison of the use of information technology in competitive strategy: Sweden and the United States2000In: Competitiveness Review: an international business journal, ISSN 1059-5422, E-ISSN 2051-3143, Vol. 10, no 2, p. 98-113Article in journal (Refereed)
    Abstract [en]

    Examines the use of information technology in major corporations in the United States and Sweden. Establishment of linkages between corporate strategic planning and information technology planning; Role of chief information officer in the merger of corporate and information strategy.

  • 36. Mattson, Melvin R.
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Decision making in purchases of equipment and materials: a four-country comparison1993In: International Journal of Physical Distribution & Logistics Management, ISSN 0960-0035, E-ISSN 1758-664X, Vol. 23, no 8, p. 16-30Article in journal (Refereed)
    Abstract [en]

    Compares the processes for decision making during the acquisition of equipment and materials among firms in the USA, Sweden, France and Southeast Asia. Reports the findings from a detailed questionnaire in which 236 firms in the four-country area participated. The companies provided data on buying centre influences and supplier search criteria with half reporting for capital production equipment acquisition and the other half for key production materials. It was found that buying decisions in Sweden have the highest team effort while the USA has the least, even though the American and Swedish firms had very similar demographics. Sweden depended on technical staff, both their own and suppliers', much more than the other countries. There was no consistent pattern for purchasing department involvement. Except for the USA capital equipment buying centres were much more inclusive than materials buying centres

  • 37. Mattson, M.R.
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Beheshti, Hooshang
    A comparative Study of Decision Making in the Business Acquisition Process1993In: Proceedings of Fourth Symposium on Cross Cultural Consumer and Business Studies, 1993, p. 267-271Conference paper (Refereed)
  • 38.
    Merwe, Rian van der
    et al.
    User Experience Research - e-Bay, San Jose, CA.
    Pitt, Leyland
    Barnes, Bradely R.
    Kent Business School, University of Kent.
    Berthon, Pierre R.
    Department of Marketing, Bentley College, Waltham, Mass..
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Finding the hidden value in SME networks2008In: International Journal of Enterprise Network Management, ISSN 1748-1252, Vol. 2, no 2, p. 145-166Article in journal (Refereed)
    Abstract [en]

    Drawing on both social network and social capital theory, this study explores the formation of 'elusive ensembles' on the internet in BioTech Small and Medium-Sized Enterprises (SMEs). Social network and structural hole theories are combined to identify the social capital associated with a network, and this in turn is used to signal entrepreneurial opportunity. Interestingly the findings outline areas where better network coordination is possible. Specifically, the research suggests that entrepreneurial opportunities exist (1) to develop better relationships with those key actors who can exert influence on the network and (2) for enhancing value in the distribution channel by taking on the role as a network intermediary where suitable.

  • 39. Nath, Atanu
    et al.
    Saha, Parmita
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Transforming supply chains in digital content delivery: a case study in Apple2008In: Research and Practical Issues of Enterprise Information Systems II: IFIP TC 8 WG 8.9 International Conference on Research and Practical Issues of Enterprise Information Systems (CONFENIS 2007), October 14-16, 2007, Beijing, China / [ed] Li D. Xu; A. Min Tjoa; Sohail S. Chaudhry, New York: Encyclopedia of Global Archaeology/Springer Verlag, 2008, p. 1079-1089Conference paper (Refereed)
  • 40.
    Opoku, Robert Ankomah
    et al.
    King Fahid University of Petroleum and Minerals.
    Hultman, Magnus
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Positioning in market space: the evaluation of Swedish universities' online brand personalities2008In: Journal of Marketing for Higher Education, ISSN 0884-1241, E-ISSN 1540-7144, Vol. 18, no 1, p. 124-144Article in journal (Refereed)
    Abstract [en]

    The paper extends Aaker's previous empirical work on brand personality by exploring whether Swedish Universities communicate distinctive brand personalities in cyberspace. Employing a multistage methodology, data are drawn from the English Web sites of 17 Swedish universities and analyzed by using a combination of computerized content and correspondence analyses. Results indicate that some universities appear to have clear brand personalities, others take on a new face with regard to the obvious personality one would have initially associated them with, while others fail to communicate their brand personalities in any distinct manner. While illustrating a powerful but simple and relatively inexpensive way for institutions for higher education and brand researchers to study communicated brand personalities, this study also highlights the growing importance of brand positioning issues in internationalization and globalization of higher educational institutions.

  • 41. Peighambari, Kaveh
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Sattari, Setayesh
    An evaluation of customer retention in the mobile telecommunications marketplace2009Conference paper (Refereed)
    Abstract [en]

    In today's competitive marketplace, customer retention is a critical issue in the success of any business system. One of the key challenges of service-oriented businesses, such as mobile telecoms, is how to retain customers. Customer retention is gaining increasing attention in business today, since loyal customers are seen as essential components to organizational success. Therefore, corporations strive to identify and manage effective methods to retain their customers, since such retention will lead the company to a greater number of loyal customers and thus more profit and market share.Many models and theories focused on assessing customer retention and describing its determinants have been advanced in different formats. However, determining exactly what affects customer retention in the mobile telecom market and identifying which drivers have the largest impact on customer retention in this sector are not yet fully understood. These issues are addressed in this paper, which utilizes the customer retention formation model based on past theories (e.g., Kim, 2004) and ideas from experts in this market. Our empirical analysis is based on a sample of 280 consumers who were contacted face-to-face. Our results indicate that the proposed model is applicable to the mobile telecom market.

  • 42. Pitt, Leyland
    et al.
    Merwe, Rian van der
    User Experience Research - e-Bay, San Jose, CA.
    Berthon, Pierre
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Barnes, Bradley R
    Leeds University Business School, University of Leeds.
    Swedish BioTech SMEs: The veiled values in online networks2006In: Technovation, ISSN 0166-4972, E-ISSN 1879-2383, Vol. 26, no 5-6, p. 553-560Article in journal (Refereed)
    Abstract [en]

    For many years, sociologists have conceptualized and debated the value of ‘social capital', the resources embedded in an actor's social network. The notions of network organizations and strategic alliances have become important forms of entrepreneurial venture, yet often the value in these networks is veiled by network complexity. These associations of individuals and organizations are typically undocumented, difficult to identify by third parties, and even pass unrecognized by their constituent members. They consist of informal Internet networks that are extremely valuable because of the strategic social capital embedded in them. Drawing on social network theory, this paper outlines a methodology for viewing and valuing informal Internet networks, using small-to-medium sized enterprises in the Swedish biotechnology arena as a backdrop. It demonstrates that networks can be constructed from the links between the web sites of actor firms, and that it is possible to use social network theory to identify the most prominent actors. Then, using structural hole analysis, the entrepreneurial opportunities surrounding these actors can be unveiled.

  • 43.
    Pitt, Leyland
    et al.
    Business Administration, Simon Fraser University.
    Merwe, Rian van der
    Surveys.com, San Jose.
    Berthon, Pierre
    Department of Marketing, Bentley College, Waltham, Mass..
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Caurana, Albert
    eCentre for Communication Technology, University of Malta.
    Global alliance networks: a comparison of biotech SMEs in Sweden and Australia2006In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 35, no 5, p. 600-610Article in journal (Refereed)
    Abstract [en]

    The role of networks in business operations is widely recognized. We discuss social network theory, identify its main constituents, and outline a methodology and procedure that enable the identification and valuation of informal networks in an international business-to-business environment. Research is carried on informal Internet networks among firms in the biotechnology industry from Sweden and Australia. We use the methodology to recognize salient nodes, determine prominence and identify structural holes that allow the unveiling of brokerage opportunities that lie latent in networks. Global firms and suppliers of industrial products that are or can position themselves effectively in a social network are in a position to leverage considerable value.

  • 44. Pitt, Leyland
    et al.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Berthon, Jean-Paul
    Nel, Deon
    University of the Witwatersrand, Johannesburg.
    The "ICON" archetype: its influence on customer orientation and innovation in South African firms2007In: Marketing Intelligence & Planning, ISSN 0263-4503, E-ISSN 1758-8049, Vol. 25, no 2, p. 157-174Article in journal (Refereed)
    Abstract [en]

    Purpose - This paper aims to investigate the relationship between a firm's "ICON" archetype, turbulence in its operating environment and its performance. Design/methodology/approach - A questionnaire-based survey of 258 marketing managers in South Africa used a modified ICON scale to identify archetypes, assess perceived turbulence, and measure performance with respect to profitability, market share and growth rate. Findings - The archetype to which a firm conforms depends to some extent on its perception of environmental turbulence, and has an influence on all aspects of its performance. "Isolate" firms tend to under-perform on all measures; "shapers" exhibit significantly higher rates of growth. Research limitations/implications - The limitations are associated with mail surveys, single-respondent bias, and subjective assessment of performance. The study nevertheless demonstrates the validity and usefulness of the ICON matrix and scale, and sets directions for further investigation. Practical implications - Offers a simple yet powerful way for marketing managers and planners to identify their firm's ICON archetype, and illustrates the impact it can have on performance. Originality/value - A managerially useful adaptation of the original ICON scale is applied beyond the conventional setting of North America or Europe, in a challenging managerial environment.

  • 45. Pitt, Leyland
    et al.
    Steyn, Peter
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Heerden, Gene van
    Terblanche, N.
    University of Stellenbosch.
    Consumer skepticism and blogs: implications for marketing communicators2010Conference paper (Refereed)
  • 46. Prinsloo, Mélani
    et al.
    Bäckström, Lars
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    The impact of incentives on interfunctional relationship quality: views from a South African firm2007In: Total quality management and business excellence (Online), ISSN 1478-3363, E-ISSN 1478-3371, Vol. 18, no 8, p. 901-913Article in journal (Refereed)
    Abstract [en]

    Interfunctional relations and their impact on organizational performance have long been a concern of management and marketing scholars. Similarly, the use of incentives, and how they motivate individuals toward performance, has been a perennial focus of management researchers. Curiously, the effect of incentives on interfunctional relations has not received the same attention in the literature. The research in this paper sought to discover the extent to which the incentives an organization offers its personnel are perceived as being 'fair' by different functional groupings. The results of a study are presented in which the perceptions of a large sales function of the fairness of a series of incentives are compared with those of the rest of the organization. The implications of these findings for the quality of interfunctional relationships are discussed.

  • 47.
    Rouis, Sana
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Limayem, Moez
    Department of Academic Affairs, Sam M. Walton College of Business, University of Arkansas.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Impact of Facebook usage on students' academic achievement: role of self-regulation and trust2011In: Revista Electrónica de Investigación Psicoeducativa, ISSN 1699-5880, E-ISSN 1696-2095, Vol. 9, no 3, p. 961-994Article in journal (Refereed)
    Abstract [en]

    Introduction: The paper provides a preliminary analysis of the effects of Facebook usage by undergraduate students at Luleå University of Technology in Sweden. The proposed research model tests the perceived effect of personality traits, self-regulation, and trust on students' achievements. Based on flow theory, the model suggests negative mediating effects of the use and cognitive absorption on Facebook, concluding that a decrease occurs in students' academic performance but a positive effect on satisfaction with life that would limit this undesirable effect. Method: Paper and pencil survey was run with undergraduate students from LuleåUniversity of Technology and data from 239 students was used to test the model. SmartPLS software was employed to test the proposed structural equation model. Results. Results indicated an extensive use of Facebook by students with extraverted personalities leading to poor academic performance. However, students who are more self-regulated more effectively control their presence on these platforms. Trust in people does not affect their presence and interaction on this platform. Yet students' cognitive absorption with Facebook is only regulated by their self-control and their personality traits, which determines how much time they spend on Facebook. Multitasking skills moderate the effect of cognitive absorption on academic achievement, but they do not impede the time spent, frequency, or nature of use or their effect on academic results. Although students' satisfaction with life significantly declined due to cognitive immersion into Facebook, it appeared not to play an effective role in the students' academic achievement. However, their performance goal orientation was shown to be a crucial determinant of their university accomplishments, which would limit the critical effect of their presence on the Facebook platform. Discussion and Conclusion: Results support in part earlier conclusions about personality traits that rule the presence on Facebook. Trust does not impede on Facebook usage as it determines surfers' use of Internet. Self-regulation and performance goal orientation characterized the students who are more in control of this social activity. In turn, this prohibits the apparent negative effect on their academic performance. Results help students to understand the preliminary consequences of their extensive usage of Facebook and to better manage their social activities on this platform

  • 48.
    Rouis, Sana
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Limayem, Moez
    University of Arkansas.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Social media and students’ achievement: the role of culture and personality2011In: The Sustainable Global Marketplace: Proceedings of the Annual Conference of the Academy of Marketing Science, Coral Gables, FL USA May 24-27, 2011, The Academy of Marketing Science, 2011, p. 148-152Conference paper (Refereed)
    Abstract [en]

    This study analyzes the impact of students’ immersion in social networking on their academic performance in Sweden and Tunisia. Results from a sample of 400 students indicate that extraverted and conscious students experience different effects. Exceedingly cognitively absorbed, extraverted Swedish and conscious Tunisian students tend to underperform on their studies.

  • 49.
    Rouis, Sana
    et al.
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Limayem, Moez
    University of Arkansas.
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Social media and students’ achievement: the role of culture and personality2015In: The Sustainable Global Marketplace: Proceedings of the Annual Conference of the Academy of Marketing Science, Coral Gables, FL USA May 24-27, 2011 / [ed] Mary Conway, Cham: Encyclopedia of Global Archaeology/Springer Verlag, 2015, p. 148-152Conference paper (Refereed)
    Abstract [en]

    This study analyzes the impact of students’ immersion in social networking on their academic performance in Sweden and Tunisia. Results from a sample of 400 students indicate that extraverted and conscious students experience different effects. Exceedingly cognitively absorbed, extraverted Swedish and conscious Tunisian students tend to underperform on their studies.

  • 50. Saha, Parmita
    et al.
    Nath, Atanu
    Salehi-Sangari, Esmail
    Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
    Success of government e-service delivery: does satisfaction matter?2010In: Electronic Government: 9th IFIP WG 8.5 International Conference, EGOV 2010, Lausanne, Switzerland, August 29 - September 2, 2010. Proceedings / [ed] Maria A. Wimmer; Jean-Loup Chappelet; Marijn Janssen; Hans J. Scholl, Berlin: Springer Science+Business Media B.V., 2010, p. 204-215Conference paper (Refereed)
    Abstract [en]

    For measuring e-government success a well-founded theory is important which can help governments to improve their services and identify how effectively public money is spent. We propose using citizen satisfaction as a measure of e-government success, as well as explore its relationships with e-government service quality. Three hypotheses have been formulated to test the model. For empirical estimation, the data used in this study was collected form Sweden. An online survey was conducted using systematic sampling among the municipalities in Sweden, 425 valid responses were received. The measures of each variables selected in this article were mainly adapted from related previous studies. Efficiency, privacy, responsiveness and web assistance were selected as e-service quality dimensions. Actual usages were measured by three items- Frequency of usage, Diversity of usages and Dependency. Confirmatory factor analyses were conducted to confirm the factor structures. The analysis shows that 43% of the variance among the factors of e-service quality, and usage is explained by citizen satisfaction. We found e-service quality has a relation with citizen satisfaction considering four dimensions of service quality. Efficiency, responsiveness and web assistance were found to be of more importance compared to privacy in determining e-service quality. Use was found to be positively and significantly related to citizen satisfaction. The results should contribute towards understanding of the key issues that influence citizens' needs and level of satisfaction with the tax services and help improve the service delivery process. Further research is suggested to explore other quality dimensions such as system and information quality.

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