E-Service: New Directions in Theory and Practice

Abstract

1. e-Service: A Framework for Research and Applications, Roland T. Rust and P.K. Kannan Part I: The Customer-Technology Interface 2. Techno-Ready Marketing of e-Services: Customer Beliefs About Technology and the Implications for Marketing e-Services, Charles Colby 3. Self-Service Technologies, Amy L. Ostrom, Mary Jo Bitner, and Matthew L. Meuter 4. Robots and Gunslingers: Measuring Customer Satisfaction on the Internet, David Simms 5. In Web We Trust: Establishing Strategic Trust Among Online Customers, Irina Ceaparu, Dina Demner, Edward Hung, Haixia Zhao, and Ben Shneiderman 6. e-Service Environment: Impacts of Web interface Characteristics on Consumers' Online Shopping Behavior, Weiyin Hong, Kar Yan Tam, and Chi Kin (Bennett) Yim Part II: Business Opportunities and Strategies 7. Smart vs. Dumb Service Strategies: A Framework for e-Business Intensity, Rashi Glazer 8. Real-Time Marketing in e-Services, Sajeev Vark 9. A Survey of Recommendation Systems in Electronic Commerce, Chih-Ping Wei, Michael J. Shaw, and Robert F. Easley 10. The Wireless Rules for e-Service: Critical Issues for Managers and Researchers, Katherine Lemon, Frederick Newell, and Loren J. Lemon Part III: Public Sector Opportunities 11. e-Learning: Fifth Generation Learning and Its Impact on Management Education, Richard W. Oliver 12. The Customer Centric Digital Department: e-Service in Government, Jeffrey O. Bollettino 13. Performance Metrics and Successful e-Government Services, Joan Steyaert

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