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

by Rust,Roland T.

• ISBN13: 9780765608079
• ISBN10: 0765608073
• Format: Nonspecific Binding
• Copyright: 2002-07-31
• Publisher: Routledge

Summary

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 twenty-first century. This book provides a collection of different perspectives on e-service and a unified framework for understanding 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 as 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 are equally useful to students, scholars, and practitioners.

Table of Contents

List of Tables and Figures	vii
Preface	x
The Era of e-Service	3	(22)
Roland T. Rust
P.K. Kannan
Part I The Customer--Technology Interface
Techno-Ready Marketing of e-Services: Customer Beliefs About Technology and the Implications for Marketing e-Services	25	(20)
Charles L. Colby
Self-Service Technologies	45	(20)
Amy L. Ostrom
Mary Jo Bitner
Matthew L. Meuter
Robots and Gunslingers: Measuring Customer Satisfaction on the Internet	65	(25)
David Simms
``In Web We Trust'': Establishing Strategic Trust Among Online Customers	90	(18)
Irina Ceaparu
Dina Demner
Edward Hung
Haixia Zhao
Ben Shneiderman
e-Service Environment: Impacts of Web Interface Characteristics on Consumers' Online Shopping Behavior	108	(23)
Weiyin Hong
Kar Yan Tam
Chi Kin (Bennett) Yim
Part II Business Opportunities and Strategies
Smart Versus Dumb Service Strategies: A Framework for e-Business Intensity	131	(23)
Rashi Glazer
Real-Time Marketing in e-Services	154	(14)
Sajeev Varki
A Survey of Recommendation Systems in Electronic Commerce	168	(32)
Chih-Ping Wei
Michael J. Shaw
Robert F. Easley
The Wireless Rules for e-Service: Critical Issues for Managers and Researchers	200	(35)
Katherine N. Lemon
Frederick B. Newell
Loren J. Lemon
Part III Public-Sector Opportunities
e-Learning: Fifth-Generation Learning and Its Impact on Management Education	235	(27)
Richard W. Oliver
The Customer-Centric Digital Department: e-Service in Government	262	(24)
Jeffrey O. Bollettino
Performance Metrics and Successful e-Government Services	286	(29)
Joan Steyaert
About the Editors and Contributors	315	(8)
Index	323