E-Commerce - Reference, Customer Service
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Overview
"E-Service" is defined as the provision of services over the World Wide Web. Rust and Kannan (both professors of marketing at the Robert H. Smith School of Business at the U. of Maryland) present contributions by practitioners and academics that provide emerging perspectives on three key areas of e-Service: the customer-technology interface, business opportunities and strategies, and public-sector opportunities. Specific topics include customer beliefs about technology, measuring customer satisfaction, the impact of wireless technologies, management education, and e-Service in government. Annotation c. Book News, Inc.,Portland, ORSynopsis
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.Book Details
Published
July 31, 2002
Publisher
M.E. Sharpe
Pages
348
Format
Hardcover
ISBN
9780765608062