۱٫ Introduction

۲٫ E-service definitions

۳٫ E-service classifications

۴٫ The 3D model

۵٫ Conclusion

Acknowledgements

References

We write emails, listen to music online, pay an invoice through internet banking, and have an eID. These all are e-services. But how can we define an e-service? Numerous definitions of e-services generalize their essence, reflect the specific characteristics and certain elements of their production process. They are important for economic theory and practice, but none of them have acquired general acceptance. Supranational institutions, scientists and researchers attempt to seek one definition. A lot of definitions explain e-services only as e-government, e-learning and e-commerce. It is insufficient for further classification. We pay attention to classification of e-services in this chapter. Some of them divided e-services according to the branch, processes etc. Classification as e-co model, e-ladder, E-Diamond model, classification of service and product to the dimensions in a 2 * 2 matrix, and fulfilment-product classification have been introduced. The main goal of our study is to provide an extensive review of e-service definitions and classifications. Based on the findings we propose our own classification of e-services. The result of our work is a new 3D model. The 3D model is constructed according to bases of stages models and Diamond model, but we respect also user’s needs and their fulfilment in process. In this empirical analysis of e-service definitions and classifications, we have compared known definitions and classifications and proposed a new model. Most models and schemes only deal with public e-services. We bring a new perspective, the classification is intended for all known e-services.

Introduction

Information communication development changed social human behaviour, the nature of work activities and speed up the process and the life of society. In 1991 saw the advent of the website. Today, the number of websites is estimated at one billion. According to statistics (Miniwatts Marketing Group, 2015) over 70 % of Europe´s population are active users of the Internet. A higher percentage is in North America (87, 7%) and Australia and Oceania (72, 9%). The digitalization of proceeds differently in each country, as well as the perception of what is an e-service is different.