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Record Nr. |
UNINA9910806887703321 |
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Titolo |
E-Service : new directions in theory and practice / / edited by Roland T. Rust and P.K. Kannan |
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Pubbl/distr/stampa |
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Armonk, N.Y., : M.E. Sharpe, c2002 |
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ISBN |
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1-315-29128-2 |
1-315-29129-0 |
1-315-29127-4 |
1-280-93416-6 |
9786610934164 |
0-7656-2009-X |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (350 p.) |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Electronic commerce |
Customer services |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Contents; List of Tables and Figures; Preface; 1 The Era of e-Service; e-Service-The Concept; Transformation to e-Service; Opportunities and Challenges; Conclusions; References; Part I The Customer-Technology Interface; 2 Techno-Ready Marketing of e-Services Customer Beliefs About Technology and the Implications for Marketing e-Services; 3 Self-Service Technologies; 4 Robots and Gunslingers Measuring Customer Satisfaction on the Internet; 5 "In Web We Trust" Establishing Strategic Trust Among Online Customers |
6 e-Service Environment Impacts of Web Interface Characteristics on Consumers' Online Shopping BehaviorPart II Business Opportunities and Strategies; 7 Smart Versus Dumb Service Strategies A Framework for e-Business Intensity; 8 Real-Time Marketing in e-Services; 9 A Survey of Recommendation Systems in Electronic Commerce; 10 The Wireless Rules for e-Service Critical Issues for Managers and Researchers; Part III Public-Sector Opportunities; 11 e-Learning Fifth-Generation Learning and Its Impact on Management Education; 12 The Customer-Centric |
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