THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD254: e-Service Operations Management
Spring 2003

MD254 Home

Week 4
e-Service Performance: Service Quality, e-Service Quality, and How Customer Satisfaction and Service Quality Drive Customer Loyalty

Assigned Readings
FITZ, Chapter 3: Service Quality
HANDOUT, Zeithaml, V.A., “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52, 1988, p. 2-7, 13.
MD254WEBSITE, J.M. Field, G.R. Heim and K.K. Sinha, “Managing Quality in the E-Service System: Development and Application of a Process Model,” Section 1-Section 2, approx. pp. 1-11. Make sure to look over Table 1 and Table 2.
MD254WEBSITE, “Customer Loyalty in E-Commerce,” D. Gefen, Journal of the Association for Information Systems, p. 27-34 [How to Obtain: Go to http://jais.isworld.org/, click on “Contents” on the left menu, scroll down to the article (Volume 3, Article 2). Where you are asked for username and password, enter “readjais” and “readjais”.]

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")