Web sites of the Fortune 500 companies: facing customers through home pages
Information and Management
An emerging model of Web site design for marketing
Communications of the ACM
The content and design of web sites: an empirical study
Information and Management
Opportunities to enhance a commercial website
Information and Management
Exploring the factors associated with Web site success in the context of electronic commerce
Information and Management
Factors influencing the adoption of Internet banking
Journal of the AIS
Electronic commerce in China: emerging success stories
Information and Management
Developing and validating an instrument for measuring user-perceived web quality
Information and Management
E-business development for competitive advantages: a case study
Information and Management
E-commerce and corporate strategy: an executive perspective
Information and Management
Quality and effectiveness in web-based customer support systems
Information and Management
An electronic commerce strategic typology: insights from case studies
Information and Management
The adoption of virtual banking: an empirical study
International Journal of Information Management: The Journal for Information Professionals
Towards an understanding of the behavioural intention to use a web site
International Journal of Information Management: The Journal for Information Professionals
International Journal of Information Management: The Journal for Information Professionals
Optimal pricing model for electronic products
Computers and Industrial Engineering
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This is a case study of the use of electronic service (e-Service) at the Taiwan Semiconductor Manufacturing Company. We discuss the approach used in evolving an e-Service business model and propose a conceptual framework for identifying its key service attributes. In order to formulate an enhancement method, we conducted a customer survey; customer segmentation was identified and an e-Service enhancement priority matrix for defining the management of customer relations was developed as a way of prioritizing improvements.The e-Service enhancement priority matrix included service attributes identified as leveragable strength, high-priority improvement, low-priority improvement, and maintenance of customer relations. In analyzing the priority matrix, the correlation of system performance with overall e-Service satisfaction was relatively low, whereas the accuracy of logistics information, platform functionality, and e-Service scope had a much higher correlation. Based on this analysis, enhancement priorities were identified.While both integrated device manufacturers and design houses recognize the importance of e-Service, the firms showed a lower awareness of these new services. This indicated that such types of e-Service should be promoted.