Contents -- List of Tables and Figures -- Preface -- 1 The Era of e-Service -- e-Service-The Concept -- Transformation to e-Service -- Opportunities and Challenges -- Conclusions -- References -- Part I The Customer-Technology Interface -- 2 Techno-Ready Marketing of e-Services Customer Beliefs About Technology and the Implications for Marketing e-Services -- Why e-Services Succeed -- How Customers Buy Technology -- Techno-Ready Marketing -- Notes -- References -- 3 Self-Service Technologies -- Introduction -- Customer Satisfaction and Dissatisfaction with SSTs -- Customer Adoption of SSTs -- Discussion -- References -- 4 Robots and Gunslingers Measuring Customer Satisfaction on the Internet -- Introduction -- Courting the Customer -- Measuring Customer Satisfaction -- The Evolution of Customer Satisfaction Tools -- Excelling at Customer Satisfaction -- Notes -- References -- 5 "In Web We Trust" Establishing Strategic Trust Among Online Customers -- Introduction -- Experiment -- Discussion -- Conclusions -- Note -- References -- 6 e-Service Environment Impacts of Web Interface Characteristics on Consumers' Online Shopping Behavior -- Introduction -- Research on Information Presentation from the Information System Literature -- Research on Display of Product Information from the Marketing Literature -- Research on Web Interface Design from the e-Commerce Literature -- Future Research on Web Interface Design -- References -- Part II Business Opportunities and Strategies -- 7 Smart Versus Dumb Service Strategies A Framework for e-Business Intensity -- Introduction -- Smart Service Strategies -- e-Business Intensity -- Methodology and Data -- A Theoretical Framework for e-Business Intensity and ESIS -- Predictors of e-Business Intensity (ESIS): Key Drivers -- Conclusion -- Note -- References -- 8 Real-Time Marketing in e-Services -- Introduction.

Concept of Real-Time Marketing -- Real-Time Marketing in e-Services -- Future Trends -- Strategic Issues in Implementation of Real-Time Marketing in e-Services -- Challenges to Real-Time Marketing in e-Services -- Future Research -- Note -- References -- 9 A Survey of Recommendation Systems in Electronic Commerce -- Introduction -- Framework for Recommendation Systems -- Classification of Recommendation Systems -- Content-Based Recommendation Approach -- Association-Based Recommendation Approach -- Demographics-Based Recommendation Approach -- Conclusions -- Notes -- References -- 10 The Wireless Rules for e-Service Critical Issues for Managers and Researchers -- The Wireless Rules for e-Service: Critical Issues for Managers and Researchers -- What Is Wireless e-Service and Why Do Firms Need to Worry About It? -- Understanding the Value of Wireless Solutions: A Framework -- Metrics for the New Wireless e-Service -- Challenges for Researchers -- Challenges for CEOs: Are You Ready? -- Note -- References -- Part III Public-Sector Opportunities -- 11 e-Learning Fifth-Generation Learning and Its Impact on Management Education -- Introduction -- The Fifth Generation of Learning: e-Learning -- Return on eLearning (ROeL) -- What e-Learning Can and Cannot Do -- Nonbusiness Applications for e-Learning -- Conclusion -- References -- 12 The Customer-Centric Digital Department e-Service in Government -- Introduction -- Foundations for e-Service -- e-Service Qualities -- The Path to Customer-Centricity -- From Customer-Centric to Mission-Centric -- Summary -- Notes -- References -- 13 Performance Metrics and Successful e-Government Services -- Introduction -- Methodology -- An Overview -- E-Service Financial Metrics -- E-Service Technology Process Metrics -- E-Service Customer Value Metrics -- Discussion and Concluding Remarks.

Appendix: Performance Measurement Questionnaire -- References -- About the Editors and Contributors -- INDEX.