THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD254: e-Service Operations Management
Spring 2003
MD254 Home
Week 9
e-Service Process Technology: Analyzing Web Site Usage
Assigned Readings
Data Mining of Service Product Attributes
MD254WEBSITE: “Data Mining: A Conceptual Overview,” J. Jackson, Communications of the Association for Information Systems, Vol. 8, 2002, p. 267-296. Please read pages 267-282. This article can be downloaded from the following page (http://cais.aisnet.org/contents.asp). When asked for a username and password, type “gheim” for the username and “temp” for the password.
Greening, D., “Data Mining on the Web: There’s Gold in that Mountain of Data,” WebTechniques, January 2000. (Download Here)
http://www.webtechniques.com/archives/2000/01/greening/
Greening, D., “Tracking Users: What Marketers Really Want to Know,” WebTechniques, July 1999. (Download Here)
http://www.webtechniques.com/archives/1999/07/greening/
HANDOUT, “Mining E-Commerce Data: The Good, the Bad, and the Ugly,” R. Kohavi, KDD’01, Association for Computing Machinery, 2001. (Download Here)
| Keyword Legend E-SERV = E-Service: 24 Ways to Keep Your Customers … CRM = CRM at the Speed of Light: Capturing and Keeping Customers … FUL = E-Commerce Logistics and Fulfillment: Delivering the Goods |
Related Readings: For Further Information
Statistical Analysis/Data Mining of e-Services
Spiller, P., and G. Lohse, “A Classification of Internet Retail Stores,”
International Journal of Electronic Commerce,2, 2, 1998.
acoirstores.pdf
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")