内容简介：
The advent of the era of "e-service" -- the provision of services over electronic networks like the internet -- is one of the dominant business themes of the twenty-first century. This book provides a collection of different perspectives on e-service and a unified framework for understanding it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well as leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-service business opportunities and strategies; and public sector e-service opportunities. The insights they offer are equally useful to students, scholars, and practitioners.