03301nam 22006614a 450 991080688770332120200520144314.01-315-29128-21-315-29129-01-315-29127-41-280-93416-697866109341640-7656-2009-X(CKB)1000000000348510(EBL)302437(OCoLC)568038274(SSID)ssj0000279193(PQKBManifestationID)11211549(PQKBTitleCode)TC0000279193(PQKBWorkID)10281549(PQKB)11508712(MiAaPQ)EBC302437(Au-PeEL)EBL302437(CaPaEBR)ebr10178064(CaONFJC)MIL93416(EXLCZ)99100000000034851020020213d2002 uy 0engur|n|---|||||txtccrE-Service new directions in theory and practice /edited by Roland T. Rust and P.K. Kannan1st ed.Armonk, N.Y. M.E. Sharpec20021 online resource (350 p.)Description based upon print version of record.0-7656-0806-5 Includes bibliographical references and index.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 Customers6 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 Digital Department e-Service in Government13 Performance Metrics and Successful e-Government ServicesAbout the Editors and Contributors; INDEXThis 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 and strategies; and public sector e-Service opportunities.EService :new directions in theory and practiceElectronic commerceCustomer servicesElectronic commerce.Customer services.658.8/4Rust Roland T133092Kannan P. K1721757MiAaPQMiAaPQMiAaPQBOOK9910806887703321E-Service4121574UNINA