Titlebook: E-Services; Opportunities and Th Heiner Evanschitzky,Gopalkrishnan R. Iyer Book 2007 Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wi

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https://doi.org/10.1007/978-3-8350-9614-1CRM; E-Commerce; E-Service; Electronic Market; Electronic Services; Marketing; Service Industry; e-services

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2627-1982 Angewandte Marketingforschung will include contributions in both German and English. For authors, Applied Marketing Science – Angewandte Marketingforschung off978-3-8350-0801-4978-3-8350-9614-1Series ISSN 2627-1982 Series E-ISSN 2627-2008

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,E-Services: Opportunities and Challenges — An Overview,of the prospects and challenges of the new and emerging practice of ‘E-Services.’ Articles in this issue cover appropriate frameworks for understanding e-services, engage in research in this field, and offer insights from empirical applications. This opening paper offers a brief overview of the pape

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,E-Services — A Framework for Growth, in which service provision rather than goods is fundamental to economic exchange. The key assets in the context of the emerging paradigm of business are interactivity, connectivity, uncovering customer needs and providing customized offerings. As a platform, E-services can provide these functionali

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E-Services: A Synthesis and Research Agenda,nd their customers increasingly interact through electronic networks. E-services present sharp new challenges to both researchers and practitioners because the processes from beginning to end of the e-service value chain are markedly different than those for offline services and because the electron

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Enriching the Customer Experience: Implications for E-Marketers,used the term ‘customer experience’ in many different ways with little consensus about what experience really means and what its full implications are. Based on Pine and Gilmore’s experiential framework (1999), this paper attempts to sort out online customer experiences into four broad categories: e