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.
List of Tables and Figures
Preface
Chapter 1. : The Era of e-Service
Part 1 : The Customer – Technology Interface
Chapter 2. : Techno-Ready Marketing of e-Services: Customer Beliefs About Technology and the Implications for Marketing e-Services
Chapter 3. : Self-Service Technologies
Chapter 4. : Robots and Gunslingers: Measuring Customer Satisfaction on the Internet
Chapter 5. : “In Web We Trust” “Establishing Strategic Trust Among Online Customers
Chapter 6. : e-Service Environment: Impacts of Web Interface Characteristics on Consumers’ Online Shopping Behavior
Part II : Business Opportunities and Strategies
Chapter 7. : Smart Versus Dumb Service Strategies: A Framework for e-Business Intensity
Chapter 8. : Real-Time Marketing in e-Services
Chapter 9. : A Survey of recommendation Systems in Electronic Commerce
Chapter 10. : The Wireless Rules for e-Service: Critical Issues for Managers and Researchers
Part III : Public-Sector Opportunities
Chapter 11. : e-Learning : Fifth-Generation Learning and its Impact on Management Education
Chapter 12. : The Customer-Centric Digital Department: e-Service in Government
Chapter 13. : Performance Metrics and Successful e-Government Services
About the Editors and Contributors
Index
