E-Service: New Directions in Theory and Practice
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A01=P.K. Kannan
A01=Roland T. Rust
Author_P.K. Kannan
Author_Roland T. Rust
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Business Processes
Category=KNP
Category=KNS
Category=KNT
Category=UDB
Cognitive Fit Theory
Collaborative Filtering
Collaborative Filtering Approach
Collaborative Filtering Recommendation
Collaborative Filtering System
Content Based Recommendation Systems
customer experience management
Customer Firm Relationship
digital customer interaction strategies
Dissatisfying Incidents
e-government transformation
eq_bestseller
eq_business-finance-law
eq_computing
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
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experience
Information Presentation Formats
Interactive Decision Aids
Interpersonal Service Encounters
management
National Library
Pe Rc
Perceived e-Service Quality
Pioneer Strategy
Pre-visit Expectations
Preference Score
real
real-time analytics
recommendation algorithms
Recommendation Approach
Recommendation Systems
relationship
satisfaction
self-service
self-service technologies
service science
site
SST
SST Usage
technologies
time
Vice Versa
web
Web Interface Design
Product details
- ISBN 9780765608062
- Weight: 453g
- Dimensions: 152 x 229mm
- Publication Date: 31 Jul 2002
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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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.
