Pregled bibliografske jedinice broj: 481532
What Does the Term ‘E-Service’ Really Imply and Mean?
What Does the Term ‘E-Service’ Really Imply and Mean? // Proceedings of the 4th International Conference on Electronic Commerce / Han, L.C. (ur.).
Hong Kong: City University of Hong Kong, 2002. (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
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Naslov
What Does the Term ‘E-Service’ Really Imply and Mean?
Autori
Panian, Željko
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
Izvornik
Proceedings of the 4th International Conference on Electronic Commerce
/ Han, L.C. - Hong Kong : City University of Hong Kong, 2002
Skup
4th International Conference on Electronic Commerce
Mjesto i datum
Hong Kong, Kina, 22.10.2002. - 25.10.2002
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
e-service; e-service quality; customer relationship management; Web site responsiveness; EQ-test
Sažetak
Web-based customer service – also known as “e-service” – is one of the biggest opportunities on the Web. Unfortunately, most companies fail to effectively exploit the Web’s huge potential as a customer service tool. Businesses that do not develop effective e-service strategy wind up spending far more resources on customer support than their competitors. The paper tries to distill the experience and best practices of successful e-service implementations from wide range of industries. It also explains a simple test a company can use to determine its “EQ”. With this information, managers will be able to develop their company’s own e-service strategy.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija, Informacijske i komunikacijske znanosti
