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. Read More »
In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Read More »
means in the age of the Internet New ! e - Service New Directions in Theory and
Practice Roland T . Rust and P . K . Kannan , editors The advent of the era of " e -
service " — the provision of services over electronic networks like the Internet - is
... Read More »
Parasuraman, A. (1996). Understanding and leveraging the role of customer
service in external, interactive and internal marketing. ... In R. T. Rust & P. K.
Kannan (Eds.), e-Service: New directions in theory andpractice (pp. 65-89).
Armonk, NY: ... Read More »
Driving customer equity: How customer lifetime value is reshaping corporate
strategy. New York: The Free Press. Rust, R.T,, & Kannan, P. K. (2002). Preface.
E-service: New Directions in Theory and Practice. Roland Rust & P. K. Kannan (
eds.) ... Read More »
... R., & Kannan, P. (2002). E-Service: New Directions in Theory andPractice.
Armonk,NY: M.E. Sharpe. Rust, R., & Kannan, P. (2003). E-Service: A New
Paradigm for Business in the Electronic Environment. Communications of the
ACM, 46(6), ... Read More »
Balasubharamanian S , Konana P & Menon N M , Customer Satisfaction in
Virtual Environment : A Study of Online ... about technology and the Implication of
Marketing e - services ” in e - Services : New Directions in Theory and Practice ,
R . T ... Read More »
9 Katherine N . Lemon , Frederick B . Newell , and Loren J . Lemon , “ The
Wireless Rules for e - Service , " in New Directions in Theory and Practice , eds .
Roland T . Rust and P . K . Kannan ( Armonk , New York : M . E . Sharpe , 2002 ) ,
200 ... Read More »
E - service : New directions in theory and practice . Armonk , NY : M.E. Sharpe ,
2002. 336 pp . • This volume offers varied perspectives on e - service and a
unified framework to understand the concept , even as the business communities
... Read More »
