THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD254: e-Service Operations Management
Spring 2003
MD254 Home
Week 4
e-Service Performance: Customer Loyalty
Assigned Readings
E-SERV, Chapter 1: Remember the Klondike
E-SERV, Chapter 2: Know Your Competition – Your Real Competition
E-SERV, Chapter 3: Hockey-Stick Loyalty
MD254WEBSITE, “Fostering Customer Loyalty in the Electronic Marketplace,” IBM Global Services, (http://www-3.ibm.com/e-business/doc/content/resource/pdf/26534.pdf)
Case Study Assignment
None.
| Keyword Legend E-SERV = E-Service: 24 Ways to Keep Your Customers … ECOM = E-Commerce Operations Management EOM = E-Operations Management FITZ = Service Management: Operations, Strategy and Information Technology |
Related Readings: For Further Information
Keeney, R., “The Value of Internet Commerce to the Customer,” Management
Science, Vol. 45, No. 4, April 1999.
Reichheld, F.F., and P. Schefter, "E-Loyalty," Harvard Business
Review, July-August, 2000, p. 105-113.
http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?R00410
Sawhney, M., and D. Parikh, “Where Value Lives in a Networked World,” Harvard Business
Review, January 2001, p. 79-86.
http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?R0101E
A Related Presentation:
http://www.mohansawhney.com/Registered/Content/Presentations/Where_Value_Lives.pdf
Note: You must register for a FREE account to Dr. Sawhney’s site
Related Readings: Traditional (Person-to-Person) Services
Fitzsimmons & Fitzsimmons, Service Management: Operations,
Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter
4 ("Service Strategy")
Haksever, et al., Service Management and Operations, Prentice Hall,
2000, Chapter 3 ("Customers: The Focus of Service Management"),
Chapter 5 ("Service Strategy and Competitiveness")