TY  - BOOK
AU  - Rust, Roland T.
AU  - Kannan ,  P.K.
TI  - E-Service : new directions in theory and practice
SN  - 9780765608062
U1  - 658.84 
PY  - 2003///
CY  - New Delhi
PB  - Prentice-Hall of India
KW  - Electronic commerce
N1  - Includes index; The era of e-service / Roland T. Rust and P.K. Kannan --
Techno-ready marketing of e-services : customer beliefs about technology and the implications for marketing e-services / Charles L. Colby --
Self-service technologies / Amy L. Ostrom, Mary Jo Bitner, and Matthew L. Meuter --
Robots and gunslingers : measuring customer satisfaction on the Internet / David Simms --
"In Web we trust" : establishing strategic trust among online customers / Irina Ceaparu [and others] --
e-service environment : impacts of web interface characteristics on consumers' online shopping behavior / Weiyin Hong, Kar Yan Tam, and Chi Kin (Bennett) Yim --
Smart versus dumb service strategies : a framework for e-business intensity / Rashi Glazer --
Real-time marketing in e-services / Sajeev Varki --
A survey of recommendation systems in electronic commerce / Chih-Ping Wei, Michael J. Shaw, and Robert F. Easley --
The wireless rules for e-service : critical issues for managers and researchers / Katherine N. Lemon, Frederick B. Newell, and Loren J. Lemon --
e-learning : fifth-generation learning and its impact on management education / Richard W. Oliver --
The customer-centric digital department : e-service in government / Jeffrey O. Bollettino --
Performance metrics and successful e-government services / Joan Steyaert
ER  -