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Gregory R. Heim & Kingshuk K. Sinha

In: New Service Development: Creating Memorable Experiences

Chapter 8: Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing

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Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing
Design and delivery of electronic services: Implications for customer value in electronic food retailing
Gregory R.Heim, Kingshuk K.Sinha

Electronic commerce has come of age and presents unprecedented opportunities to create value for customers as well as unlimited possibilities to fail (Biro, 1998; Hagel & Armstrong, 1997; Harrington & Reed, 1996; Yoffie, 1997). We recognize the novelty of electronic services and their potential to define new industries and redefine existing ones. These services have stimulated an urgent push toward developing a new paradigm for service operations management that will take full advantage of the technological advances of the 21st century. Our premise is that understanding the complex and dynamic interrelationships between electronic service products ...

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