E-Service: New Directions in Theory and Practice

Contents......Page 5
List of Tables and Figures......Page 7
Preface......Page 10
1 The Era of e-Service......Page 15
e-Service—The Concept......Page 16
Transformation to e-Service......Page 17
Opportunities and Challenges......Page 21
References......Page 31
Part I The Customer–Technology Interface......Page 35
Why e-Services Succeed......Page 37
How Customers Buy Technology......Page 39
Techno-Ready Marketing......Page 48
References......Page 56
Introduction......Page 57
Customer Satisfaction and Dissatisfaction with SSTs......Page 60
Customer Adoption of SSTs......Page 66
Discussion......Page 70
References......Page 74
Introduction......Page 77
Courting the Customer......Page 80
Measuring Customer Satisfaction......Page 86
Excelling at Customer Satisfaction......Page 99
References......Page 100
Introduction......Page 102
Experiment......Page 105
Discussion......Page 110
Conclusions......Page 112
References......Page 118
Introduction......Page 120
Research on Information Presentation from the Information System Literature......Page 122
Research on Display of Product Information from the Marketing Literature......Page 128
Research on Web Interface Design from the e-Commerce Literature......Page 134
Future Research on Web Interface Design......Page 135
References......Page 136
Part II Business Opportunities and Strategies......Page 141
Introduction......Page 143
Smart Service Strategies......Page 145
e-Business Intensity......Page 146
Methodology and Data......Page 147
A Theoretical Framework for e-Business Intensity and ESIS......Page 148
Predictors of e-Business Intensity (ESIS): Key Drivers......Page 152
Conclusion......Page 162
References......Page 164
Introduction......Page 166
Concept of Real-Time Marketing......Page 167
Real-Time Marketing in e-Services......Page 168
Future Trends......Page 172
Strategic Issues in Implementation of Real-Time Marketing in e-Services......Page 173
Challenges to Real-Time Marketing in e-Services......Page 174
Future Research......Page 176
References......Page 177
Introduction......Page 180
Framework for Recommendation Systems......Page 182
Classification of Recommendation Systems......Page 184
Content-Based Recommendation Approach......Page 187
Association-Based Recommendation Approach......Page 200
Demographics-Based Recommendation Approach......Page 204
Conclusions......Page 207
References......Page 208
The Wireless Rules for e-Service: Critical Issues for Managers and Researchers......Page 212
What Is Wireless e-Service and Why Do Firms Need to Worry About It?......Page 214
Understanding the Value of Wireless Solutions: A Framework......Page 216
Metrics for the New Wireless e-Service......Page 233
Challenges for Researchers......Page 239
Challenges for CEOs: Are You Ready?......Page 240
References......Page 241
Part III Public-Sector Opportunities......Page 245
Introduction......Page 247
The Fifth Generation of Learning: e-Learning......Page 251
Return on eLearning (ROeL)......Page 262
What e-Learning Can and Cannot Do......Page 267
Nonbusiness Applications for e-Learning......Page 270
Conclusion......Page 271
References......Page 272
Introduction......Page 274
Foundations for e-Service......Page 278
e-Service Qualities......Page 286
The Path to Customer-Centricity......Page 288
From Customer-Centric to Mission-Centric......Page 292
Summary......Page 295
Notes......Page 296
References......Page 297
Introduction......Page 298
Methodology......Page 299
An Overview......Page 307
E-Service Financial Metrics......Page 309
E-Service Technology Process Metrics......Page 311
E-Service Customer Value Metrics......Page 315
Discussion and Concluding Remarks......Page 319
Appendix: Performance Measurement Questionnaire......Page 321
References......Page 324
About the Editors and Contributors......Page 327
INDEX......Page 335