E-Service : new directions in theory and practice / edited by Roland T. Rust and P.K. Kannan.

Format:

Book

Contributor:

Rust, Roland T.

Kannan, P. K.

Charles R. Anderson Endowment Fund.

Language:

English

Subjects (All):

Electronic commerce.

Customer services.

Physical Description:

xii, 336 pages : illustrations ; 24 cm

Other Title:

EService : new directions in theory and practice

Place of Publication:

Armonk, N.Y. : M.E. Sharpe, [2002]

Summary:

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 twenty-first century. This book provides a collection of different perspectives on e-service and a unified framework for understanding 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 as 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 are equally useful to students, scholars, and practitioners.

Contents:

1. The Era of e-Service / Roland T. Rust, P.K. Kannan 3

Part I The Customer-Technology Interface

2. Techno-Ready Marketing of e-Services: Customer Beliefs About Technology and the Implications for Marketing e-Services / Charles L. Colby 25

3. Self-Service Technologies / Amy L. Ostrom, Mary Jo Bitner, Matthew L. Meuter 45

4. Robots and Gunslingers: Measuring Customer Satisfaction on the Internet / David Simms 65

5. "In Web We Trust": Establishing Strategic Trust Among Online Customers / Irina Ceaparu, Dina Demner, Edward Hung, Haixia Zhao, Ben Shneiderman 90

6. e-Service Environment: Impacts of Web Interface Characteristics on Consumers' Online Shopping Behavior / Weiyin Hong, Kar Yan Tam, Chi Kin (Bennett) Yim 108

Part II Business Opportunities and Strategies

7. Smart Versus Dumb Service Strategies: A Framework for e-Business Intensity / Rashi Glazer 131

8. Real-Time Marketing in e-Services / Sajeev Varki 154

9. A Survey of Recommendation Systems in Electronic Commerce / Chih-Ping Wei, Michael J. Shaw, Robert F. Easley 168

10. The Wireless Rules for e-Service: Critical Issues for Managers and Researchers / Katherine N. Lemon, Frederick B. Newell, Loren J. Lemon 200

Part III Public-Sector Opportunities

11. e-Learning: Fifth-Generation Learning and Its Impact on Management Education / Richard W. Oliver 235

12. The Customer-Centric Digital Department: e-Service in Government / Jeffrey O. Bollettino 262

13. Performance Metrics and Successful e-Government Services / Joan Steyaert 286.

Notes:

Includes bibliographical references and index.

Local Notes:

Acquired for the Penn Libraries with assistance from the Charles R. Anderson Endowment Fund.

ISBN:

0765608065

OCLC:

49225636