E-service: a new paradigm for business in the electronic environment
By Roland T. Rust, P. K. Kannan. CACM, 2003
440 citations recorded by the source corpus.
Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/709da665836ed42bcfd16f0c4e452613fce34bfe
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Information Systems and Management
- Yujong Hwang
- Dan J Kim
- Ulrike Gretzel
- Sunil Mithas
- Jamie Murphy
- Juho Pesonen
- Mayuram S. Krishnan
- Hsin Hsin Chang
In Organizational Behavior and Human Resource Management
- Sunil Mithas
- Yujong Hwang
- Dan J Kim
- Ulrike Gretzel
- Jamie Murphy
- Juho Pesonen
- Mayuram S. Krishnan
- Joni L. Jones
In Strategy and Management
Citations in the corpus
- Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust (2007, background): “We also argue that high perceived Web quality with service contents can reduce a consumer's anxiety about the system with the increased control of the system [79,19].”
- Marketing robot services in hospitality and tourism: the role of anthropomorphism (2019, background): “Services scholars developed the eService paradigm – providing service over electronic networks (Rust & Kannan, 2003, p. 38) – to conceptualize the impact on customers (e.g. Collier & Bienstock, 2006; Fassnacht & Koese, 2006; Parasuraman, Zeithaml, & Malhotra, 2005).”
- Do CRM Systems Cause One-to-One Marketing Effectiveness? (2006, background): “Do managerial interventions, such as customer satisfaction improvement programs, add to shareholder wealth (Fornell, Mithas, Morgeson and Krishnan, 2006; Peppers, Rogers and Dorf, 1999; Rust and Kannan, 2003)?”
- Barriers to e-government integration (2005, neutral): “, 2002) and an “e-services” paradigm (Rust and Kannan, 2003).”