Purpose – The purpose of this paper is to examine the causal associations among service innovation/improvement, organisational citizenship behaviour (OCB), and the user-perceived value of e-services. The context of service delivery is particularly based on human interaction in e-service...

Purpose – The purpose of this paper is to enrich the understanding of how to form a multi-item assessment and what approaches can be applied for researchers. Design/methodology/approach – This study proposes three ways to form a multi-item assessment (i.e. separate, formative and reflective...