The era of e-service / Roland T. Rust and P.K. Kannan
Techno-ready marketing of e-services : customer beliefs about technology and the implications for marketing e-services / Charles L. Colby
Self-service technologies / Amy L. Ostrom, Mary Jo Bitner, and Matthew L. Meuter
Robots and gunslingers : measuring customer satisfaction on the Internet / David Simms
"In Web we trust" : establishing strategic trust among online customers / Irina Ceaparu ... [et al.]
e-service environment : impacts of web interface characteristics on consumers' online shopping behavior / Weiyin Hong, Kar Yan Tam, and Chi Kin (Bennett) Yim
Smart versus dumb service strategies : a framework for e-business intensity / Rashi Glazer
Real-time marketing in e-services / Sajeev Varki
A survey of recommendation systems in electronic commerce / Chih-Ping Wei, Michael J. Shaw, and Robert F. Easley
The wireless rules for e-service : critical issues for managers and researchers / Katherine N. Lemon, Frederick B. Newell, and Loren J. Lemon
e-learning : fifth-generation learning and its impact on management education / Richard W. Oliver
The customer-centric digital department : e-service in government / Jeffrey O. Bollettino
Performance metrics and successful e-government services / Joan Steyaert.