E-Service : new directions in theory and practice / / edited by Roland T. Rust and P.K. Kannan

• Pubblicazione: Armonk, N.Y., : M.E. Sharpe, c2002
• Edizione: 1st ed.
• Descrizione fisica: 1 online resource (350 p.)
• Disciplina: 658.8/4
• Soggetto topico: Electronic commerce; Customer services
• Altri autori: RustRoland T KannanP. K
• Note generali: Description based upon print version of record.
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: 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 Digital Department e-Service in Government ; 13 Performance Metrics and Successful e-Government ServicesAbout the Editors and Contributors; INDEX
• Sommario/riassunto: 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 and strategies; and public sector e-Service opportunities.
• Altri titoli varianti: EService : new directions in theory and practice
• Titolo autorizzato: E-Service
• ISBN: 1-315-29128-2; 1-315-29129-0; 1-315-29127-4; 1-280-93416-6; 9786610934164; 0-7656-2009-X
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910806887703321
• Lo trovi qui: Univ. Federico II