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E-Service : new directions in theory and practice

Author: Roland T Rust; P K Kannan
Publisher: Armonk, N.Y. : M.E. Sharpe, ©2002.
Edition/Format:   Print book : EnglishView all editions and formats
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Genre/Form: Aufsatzsammlung
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Roland T Rust; P K Kannan
ISBN: 0765608065 9780765608062 0765608073 9780765608079
OCLC Number: 49225636
Description: xii, 336 pages : illustrations ; 24 cm
Contents: The era of e-service / Roland T. Rust and P.K. Kannan --
Techno-ready marketing of e-services : customer beliefs about technology and the implications for marketing e-services / Charles L. Colby --
Self-service technologies / Amy L. Ostrom, Mary Jo Bitner, and Matthew L. Meuter --
Robots and gunslingers : measuring customer satisfaction on the Internet / David Simms --
"In Web we trust" : establishing strategic trust among online customers / Irina Ceaparu [and others] --
e-service environment : impacts of web interface characteristics on consumers' online shopping behavior / Weiyin Hong, Kar Yan Tam, and Chi Kin (Bennett) Yim --
Smart versus dumb service strategies : a framework for e-business intensity / Rashi Glazer --
Real-time marketing in e-services / Sajeev Varki --
A survey of recommendation systems in electronic commerce / Chih-Ping Wei, Michael J. Shaw, and Robert F. Easley --
The wireless rules for e-service : critical issues for managers and researchers / Katherine N. Lemon, Frederick B. Newell, and Loren J. Lemon --
e-learning : fifth-generation learning and its impact on management education / Richard W. Oliver --
The customer-centric digital department : e-service in government / Jeffrey O. Bollettino --
Performance metrics and successful e-government services / Joan Steyaert.
Other Titles: EService :
Responsibility: edited by Roland T. Rust and P.K. Kannan.

Abstract:

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  Read more...

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