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

MD254 Home
Week 6
Design and Development of e-Services

Assigned Readings
E-SERV, Chapter 4: The Anatomy of Customer-Pleasing E-Service 
E-SERV, Chapter 5: Practice Easy-to-Do-Business-With Thinking
E-SERV, Chapter 6: Design for Distinction
E-SERV, Chapter 7: Personalize the E-Experience
HANDOUT, " Building an E-Commerce Infrastructure," Deborah Bayles

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
ETDBW Thinking
Greenspun, P., "Envisioning a site that won't be featured in suck.com," Philip and Alex’s Guide to Web Publishing
http://www.arsdigita.com/books/panda/suck

Greenspun, P., "So you want to join the world's grubbiest club: Internet entrepreneurs," Philip and Alex’s Guide to Web Publishing
http://www.arsdigita.com/books/panda/money

User Experience
Nielsen, J., and M. Tahir, “Building Sites With Depth,” WebTechniques, February 2001. 
http://www.webtechniques.com/archives/2001/02/nielsen/

Nielsen, J., "The Network is the User Experience: Microsoft's .NET Announcement,"Jakob Nielsen's Alertbox, June 25, 2000.
http://www.useit.com/alertbox/20000625.html

Ellis, P., and S. Ellis, “Measuring User Experience,” WebTechniques, February 2001.
http://www.webtechniques.com/archives/2001/02/ellis/

Moran, R., “Powers of Observation,” WebTechniques, December, 2000. 
http://www.webtechniques.com/archives/2000/12/moran/


Related Readings: Traditional (Person-to-Person) Services

Fitzsimmons & Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter 5 ("New Service Development and Process Design")

Haksever, et al., Service Management and Operations, Prentice Hall, 2000, Chapter 6 ("Positioning and Marketing of Services"), Chapter 8 ("Design and Development of Services and Service Delivery Systems")