Research in e-service / Guest editor Dr. Ko de Ruyter.

Format:

Book

Contributor:

de Ruyter, Dr. Ko.

Series:

International Journal of Service Industry Management. No. 5 ; v. 13.

International Journal of Service Industry Management. No. 5 ; Vol. 13

Language:

English

Subjects (All):

Electronic commerce.

Service industries--Management.

Service industries.

Physical Description:

1 online resource (115 p.)

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2002.

Language Note:

English

Summary:

With the proliferation of the Internet in marketing, it has become clear thatmere Web presence, as well as the information and sales functions ofe-commerce, need to be supplemented by electronic service, or e-service. In fact,it has been suggested that as e-commerce is gradually advancing into the nextphase, it is essential to accompany the focus on ''high tech'' with ''high touch''.

Contents:

Contents; Abstracts and keywords; Introduction; Consumer perceptions of Internet retail service quality; E-CRM Web service attributes as determinants of customer satisfaction with retail Web sites; The impact of loyalty with e-CRM software and e-services; Internet technology and customer linking in Nordic banking; Moderated group chat; Book review; Note from the publisher; Index to Volume 13, 2002

Notes:

Description based upon print version of record.

ISBN:

1-280-47913-2

9786610479139

1-84544-659-3

OCLC:

61356182