NCSS Process Completeness: Construct Development and Preliminary Validation

Grounded in the disconfirmation model of customer satisfaction, net-based customer service system (NCSS) effectiveness is achieved when the NCSS infrastructure meets customers´ service expectations and desires. The focus of NCSS literature to date has been on data-centric issues and opportunities; the process-centric view has received little attention. We hypothesize that process completeness is an important determinant of NCSS effectiveness. This paper describes the results of exploratory field research designed to develop the concept of process completeness as a critical component of network completeness. Grounded in recent work on workflow integration, the paper defines customer expectations germane to process integration to support customer service transactions, and introduces technology infrastructures that can be used to achieve process completeness. The paper concludes with implications for research and practice.