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| Author: | Rust, R. T. Lemon, K. N. |
| Title: | E-service and the consumer |
| Journal: | International Journal of Electronic Commerce
2001 : SPRING, VOL. 5:3, p. 85-101 |
| Index terms: | Electronic commerce Internet Consumer information |
| Freeterms: | e-commerce WWW |
| Language: | eng |
| Abstract: | The authors examine the aspects of e-service that are critical in effectively interacting with consumers in interactive, networked information environments like the internet. The paper discusses three central changes brought about by the advent of the Internet (true interactivity with the consumer, customer-spacific, situational personalization, and the opportunity for real-time adjustments to a firm's offering to customers), a well as changes in consumer expectations regarding firm service strategies. IThe paper concludes by showing how e-service strategies will play a significant role in growing the overall of the firm. |
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