We identify a notion of an electronic waiting list. We show what advantages one would possess applying modern information technologies for waiting list management to customer service systems, and what barriers impede the progress of an electronic waiting list market in Russia. We assess the...

Purpose – New internet technologies are not always readily accepted by target users – especially by small companies. More effective identification of target market characteristics and requirements associated with the adoption and ongoing usage of internet‐based service systems (NCSSs) is...