E-Service: New Directions in Theory and PracticeRoland T. Rust, P. K. Kannan M.E. Sharpe, 2002 - 336 pages The advent of the era of "e-Service," the provision of services over electronic networks like the internet, is one of the dominant business themes of the new millennium. It reflects the fundamental shift in the economy from goods to services and the explosive expansion of information technology. This book provides a collection of different perspectives on e-Service and a unified framework to understand it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities. The insights they offer will be equally useful to students, scholars, and practitioners. |
Contents
Figures | 5 |
Customer | 25 |
Tables | 31 |
SelfService Technologies | 45 |
Measuring Customer | 65 |
Establishing Strategic Trust Among | 90 |
Extensive Customer Service External Testimonial | 102 |
Impacts of Web Interface | 108 |
RealTime Marketing in eServices | 154 |
A Survey of Recommendation Systems in Electronic Commerce | 168 |
Critical Issues | 200 |
FifthGeneration Learning and Its Impact | 235 |
eService | 262 |
Performance Metrics and Successful eGovernment Services | 286 |
About the Editors and Contributors | 315 |
323 | |
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Common terms and phrases
active user adoption agencies behavior channels collaborative filtering communication companies ComScore consumers content-based cosine similarity cost create critical Customer Lifetime Value customer loyalty customer relationship management customer satisfaction customer service customer-centric decision delivery develop e-business e-commerce e-learning e-loyalty e-mail e-Service effectiveness Electronic Commerce employees environment example factors feedback firm focus focused graphics impact important individual information presentation Information Systems information technology innovative interaction interface Internet investment issues Journal of Marketing learning mass customization measures ment metrics offer organization Parasuraman percent performance potential preference score profits programs real-time marketing recommendation approach recommendation systems Rust SSTs strategy sumers survey techno-ready Technology Readiness tion tomer top-N traditional transactions transformation understand user preferences variables VeriSign wireless World Wide Web