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E-Service : new directions in theory and practice / edited by Roland T. Rust and P.K. Kannan.
- Format:
- Book
- Language:
- English
- Subjects (All):
- Electronic commerce.
- Customer services.
- Physical Description:
- 1 online resource (350 p.)
- Edition:
- 1st ed.
- Other Title:
- EService : new directions in theory and practice
- Place of Publication:
- Armonk, N.Y. : M.E. Sharpe, c2002.
- Language Note:
- English
- Summary:
- This text provides a collection of different perspectives on ''e-Service'' and a unified framework to understand it. It focuses on: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities.
- Contents:
- Contents; List of Tables and Figures; Preface; 1 The Era of e-Service; e-Service-The Concept; Transformation to e-Service; Opportunities and Challenges; Conclusions; References; Part I The Customer-Technology Interface; 2 Techno-Ready Marketing of e-Services Customer Beliefs About Technology and the Implications for Marketing e-Services; 3 Self-Service Technologies; 4 Robots and Gunslingers Measuring Customer Satisfaction on the Internet; 5 "In Web We Trust" Establishing Strategic Trust Among Online Customers
- 6 e-Service Environment Impacts of Web Interface Characteristics on Consumers' Online Shopping BehaviorPart II Business Opportunities and Strategies; 7 Smart Versus Dumb Service Strategies A Framework for e-Business Intensity; 8 Real-Time Marketing in e-Services; 9 A Survey of Recommendation Systems in Electronic Commerce; 10 The Wireless Rules for e-Service Critical Issues for Managers and Researchers; Part III Public-Sector Opportunities; 11 e-Learning Fifth-Generation Learning and Its Impact on Management Education; 12 The Customer-Centric Digital Department e-Service in Government
- 13 Performance Metrics and Successful e-Government ServicesAbout the Editors and Contributors; INDEX
- Notes:
- Description based upon print version of record.
- Includes bibliographical references and index.
- Description based on metadata supplied by the publisher and other sources.
- ISBN:
- 1-315-29128-2
- 1-315-29129-0
- 1-315-29127-4
- 1-280-93416-6
- 9786610934164
- 0-7656-2009-X
- 9781315291291
- OCLC:
- 568038274
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