E-Service

New Directions in Theory and Practice: New Directions in Theory and Practice

By: Roland T. Rust, P. K. Kannan

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Paperback | 31 July 2002

At a Glance

Paperback
320 Pages

Dimensions(cm)
22.86 x 15.24 x 2.54

Paperback

RRP $101.00

$77.95

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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.

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List of Tables and Figures
Preface
The Era of e-Service
The Customer-Technology Interface
Techno-Ready Marketing of e-Services: Customer Beliefs About Technology and the Implications for Marketing e-Services
Self-Service Technologies
Robots and Gunslingers: Measuring Customer Satisfaction on the Internet
"In Web We Trust": Establishing Strategic Trust Among Online Customers
e-Service Environment: Impacts of Web Interface Characteristics on Consumers' Online Shopping Behavior
Business Opportunities and Strategies
Smart vs. Dumb Service Strategies: A Framework for e-Business Intensity
Real-Time Marketing in e-Services
A Survey of Recommendation Systems in Electronic Commerce Chih-Ping Wei
The Wireless Rules for e-Service: Critical Issues for Managers and Researchers
Public-Sector Opportunities
e-Learning: Fifth Generation Learning and Its Impact on Management Education
The Customer Centric Digital Department: e-Service in Government
Performance Metrics and Successful e-Government Services
About the Editors and Contributors
Index
Table of Contents provided by Ingram. All Rights Reserved.

E-Service

New Directions in Theory and Practice: New Directions in Theory and Practice

At a Glance

Paperback

Shipping

How to return your order

Defective items

You Can Find This Book In

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Better Brand Health

Measures and Metrics for a How Brands Grow World

How to Sell Anything Online

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Small Business For Dummies

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Build a Big Life from a Small Business

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Harness the Power of Your Brand's Voice

Using Behavioral Science in Marketing

Drive Customer Action and Loyalty by Prompting Instinctive Responses

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Social Media Marketing All-in-One For Dummies

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