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.
Table of Contents
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