E-Services Handbook: Development, Delivery, and Management

Delivering online services is not as easy as it is often portrayed to be. While there is much potential for delivering good e-service, there are also many opportunities for organizations to fail. Managers and consultants need to master the key components and best practices required to excel in this highly competitive market. E-Services Handbook provides a playbook that operations, business and technology architects, managers, and consultants can use for organizing, developing, and leading a successful service organization into delivery of e-service. The book focuses on e-service practices and tools that will deliver superior customer satisfaction and result in outstanding customer loyalty.