E-Service: New Directions in Theory and Practice: New Directions in Theory and Practice

ISBN-13: 9780765608062 / Angielski / Twarda / 2002 / 320 str.

Roland T. Rust; P. K. Kannan

Opis

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.

Spis treści

1. e-Service: A Framework for Research and Applications, Roland T. Rust and P.K. Kannan; 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 Colby; 3. Self-Service Technologies, Amy L. Ostrom, Mary Jo Bitner, and Matthew L. Meuter; 4. Robots and Gunslingers: Measuring Customer Satisfaction on the Internet, David Simms; 5. "In Web We Trust:" Establishing Strategic Trust Among Online Customers, Irina Ceaparu, Dina Demner, Edward Hung, Haixia Zhao, and Ben Shneiderman; 6. e-Service Environment: Impacts of Web interface Characteristics on Consumers' Online Shopping Behavior, Weiyin Hong, Kar Yan Tam, and Chi Kin (Bennett) Yim; Part II: Business Opportunities and Strategies; 7. Smart vs. Dumb Service Strategies: A Framework for e-Business Intensity, Rashi Glazer; 8. Real-Time Marketing in e-Services, Sajeev Vark; 9. A Survey of Recommendation Systems in Electronic Commerce, Chih-Ping Wei, Michael J. Shaw, and Robert F. Easley; 10. The Wireless Rules for e-Service: Critical Issues for Managers and Researchers, Katherine Lemon, Frederick Newell, and Loren J. Lemon; Part III: Public Sector Opportunities; 11. e-Learning: Fifth Generation Learning and Its Impact on Management Education, Richard W. Oliver; 12. The Customer Centric Digital Department: e-Service in Government, Jeffrey O. Bollettino; 13. Performance Metrics and Successful e-Government Services, Joan Steyaert

O autorze

Roland T. Rust, P.K. Kannan