E-service: a new paradigm for business in the electronic environment
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
A comparison of B2B e-service solutions
Communications of the ACM - Mobile computing opportunities and challenges
Brand recognition, service quality and price competition
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
Marketing Models of Service and Relationships
Marketing Science
Web Personalization as a Persuasion Strategy: An Elaboration Likelihood Model Perspective
Information Systems Research
Strategic Investment in Switching Cost: An Integrated Customer Acquisition and Retention Perspective
International Journal of Electronic Commerce
Internet Pricing, Price Satisfaction, and Customer Satisfaction
International Journal of Electronic Commerce
Contextual Marketing and Customer-Orientation Strategy for E-Commerce: An Empirical Analysis
International Journal of Electronic Commerce
International Journal of Electronic Commerce
WebQual: An Instrument for Consumer Evaluation of Web Sites
International Journal of Electronic Commerce
International Journal of Electronic Commerce
International Journal of Mobile Communications
Continued use of a Chinese online portal: an empirical study
Behaviour & Information Technology
Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and Emotion
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Assurance Seals, On-Line Customer Satisfaction, and Repurchase Intention
International Journal of Electronic Commerce
A hybrid ANP evaluation model for electronic service quality
Applied Soft Computing
The evolution of corporate web presence: A longitudinal study of large American companies
International Journal of Information Management: The Journal for Information Professionals
Proceedings of the 12th International Conference on Electronic Commerce: Roadmap for the Future of Electronic Business
International Journal of Electronic Government Research
Journal of Systems and Software
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Many Internet applications do not fully utilize the unique nature of the Web, which in its purest form involves interactive, personalized information service. The true nature of the Web, here termed e-service, will be the key to marketing most effectively to the consumer, for it is the logical continuation of a 100-year trend toward information service in the economy. This paper examines the aspects of e-service that are critical in effectively interacting with consumers in interactive, networked information environments like the Internet. It discusses three central changes brought about by the advent of the Internet (true interactivity with the consumer, customer-specific, situational personalization, and the opportunity for real-time adjustments to a firm's offering to customers), as well as changes in consumer expectations regarding firm service strategies that flow from these developments. Based upon these changes in technology and consumer expectations, important elements of the e-service experience are defined. The paper concludes by showing how e-service strategies will play a significant role in growing the overall value of the firm. In each of these areas, a set of research questions is proposed that will lead to a stronger understanding of e-service and consumer behavior.