THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD850: Advanced Topics in IT: e-Service Operations
Spring 2002
MD850 Home
Week 2
e-Service Performance: Satisfaction and 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
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. (handed out in Week 1)
Reichheld, F.F., and P. Schefter, "E-Loyalty," Harvard Business Review, July-August, 2000, p. 105-113. (handed out in Week 1)
Case Study Assignment
None.
Team Web-Based Assignment
None.
| 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
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")