Related Readings: For Further Information

Visions
“10 Driving Principles of the New Economy,” Business 2.0, March 1, 2000.
http://www.business2.com/articles/mag/0,1640,13513,FF.html

Slywotsky, A. J., C. Christensen, R. S. Tedlow, and N. G. Carr, “The Future of Commerce,” Harvard Business Review, January-February, 2000.
http://www.hbsp.harvard.edu/products/hbr/janfeb00/R00112.html

Bakos, Y., “The Emerging Role of Electronic Marketplaces on the Internet,” Communications of the ACM, 41, 8, August 1998, p. 35-42.
http://www.stern.nyu.edu/~bakos/emkts-cacm.pdf

Wise, R., and D. Morrison, “Beyond the Exchange: The Future of B2B,” Harvard Business Review, November-December 2000, p. 87-96.
http://www.hbsp.harvard.edu/hbsp/prod_detail.asp?R00614

Types of e-Services: B2B
Sawhney, M., and S. Kaplan, “Let’s Get Vertical,” Business 2.0, September 1, 1999.
http://www.business2.com/content/magazine/indepth/1999/09/01/16856

Davis, J., and M. Sawhney, “How it Works,” Business 2.0, February 1, 2000.
http://www.business2.com/content/magazine/indepth/2000/02/01/20635
“The Informant” – web content management – http://www.business2.com/content/magazine/indepth/2000/02/01/20622
”The Configurator” – build to order product configurators – http://www.business2.com/content/magazine/indepth/2000/02/01/20623
“The Market Maker” – electronic spaces for trading - http://www.business2.com/content/magazine/indepth/2000/02/01/20624
”The Production Manager” – supply chain management – http://www.business2.com/content/magazine/indepth/2000/02/01/20626
“The Profiler” – data mining software and analysis – http://www.business2.com/content/magazine/indepth/2000/02/01/20628
“The Partner” – alliances – http://www.business2.com/content/magazine/indepth/2000/02/01/20629




Operational Challenges
Lehman, D. “E-Customers Not Satisfied,” Computerworld, March 27, 2000.
http://www.computerworld.com/cwi/story/0,1199,NAV47_STO44253,00.html

Goldstein, D., “The Distance to Customer Dissatisfaction Just Got Shorter,” Computerworld, October 9, 2000.
http://www.computerworld.com/cwi/story/0,1199,NAV47_STO52192,00.html

Warner, B., “When Outages Attack,” The Industry Standard, September 20, 1999.
http://www.thestandard.com/article/display/0,1151,6473,00.html

Operational Opportunities
Hamm, S. and M. Stepanek, “Why the Productivity Revolution Will Spread: The Net’s Revamping of Old-Line Industry May Save Trillions,” Business Week, March 22, 1999.
http://www.businessweek.com/2000/00_07/b3668015.htm

Bhargava, H. K., and R. Krishnan, “The World Wide Web: Opportunities for Operations Research and Management Science,” INFORMS Journal of Computing, Vol. 10, No. 4, 1998. 
http://www.informs.org/

Bradley, G. H., and A. H. Buss, “Dynamic, Distributed, Platform Independent OR/MS Applications – A Network Perspective,” INFORMS Journal of Computing, Vol. 10, No. 4, 1998.
http://www.informs.org/

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

Fitzsimmons & Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter 2 ("The Nature of Services")

Haksever, et al., Service Management and Operations, Prentice Hall, 2000, Chapter 2 ("The Nature of Services and Service Encounters")