.... © Emerald Group Publishing Limited 2011 Electronic commerce Service levels Public sector organizations Government The paper aims to present a comprehensive review of the e‐service literature in the public sector, focusing on human, technological, and other types of challenges...

... management Service levels Rajala et al. (2001) depict a business model as consisting of four sub‐models: a product development model, revenue logic model, sales and marketing model, and a servicing and implementation model. They also add competition, customers, resources and external...

...T.T. Niranjan; K.B.C. Saxena; Sangeeta S. Bharadwaj Purpose This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs. Design/methodology/approach The paper develops a framework based on prior literature to classify BPOs...