E-Services Handbook: Development, Delivery, and Management

Sanjiv Purba, Gregory Heim, Katie Comerford, Jim Rowan

  • 出版商: Auerbach Publication
  • 出版日期: 2011-03-15
  • 售價: $3,090
  • 貴賓價: 9.5$2,936
  • 語言: 英文
  • 頁數: 576
  • 裝訂: Hardcover
  • ISBN: 0849329582
  • ISBN-13: 9780849329586
  • 下單後立即進貨 (約2~4週)


Delivering online services is not as easy as it is often portrayed to be. While there is much potential for delivering good e-service, there are also many opportunities for organizations to fail. Managers and consultants need to master the key components and best practices required to excel in this highly competitive market. E-Services Handbook provides a playbook that operations, business and technology architects, managers, and consultants can use for organizing, developing, and leading a successful service organization into delivery of e-service. The book focuses on e-service practices and tools that will deliver superior customer satisfaction and result in outstanding customer loyalty.