E-Service Orientation
The traditional e-commerce paradigm based on e-tailing, commodity goods, and transaction sales, has largely failed and taking the international stock markets down with it (Dotcom bubble). Those organizations that have survived this meltdown have one thing in common – they learned quickly to embrace the e-service paradigm. The new e-service paradigm takes advantage of the inherent nature of the online environment to feature information flows and computation, as a means of learning more about customers and building long-term customer relationships. Its profitability model is based more on revenue expansion than on cost reduction, and those revenues come from enhancing the service experience rather than just replacing people with automated systems. E-service is a customer-centric concept, and thus, the strategic and tactical components of an e-service orientation focus on increasing value defined at the customer level. An e-service orientation is all about taking advantage of the electronic environment and the technology Continue reading