For most companies, E-commerce is fueling the business transformation. Online sales are rising, and businesses are relying more and more on using the Internet to automate and redesign their supply chains. In this virtual commerce, both business-to-consumer and business-to-business, keeping customers happy and loyal through enhanced service is paramount. This paper presents a framework that gives an integrated view of the customer service channels: traditional as well as web/Internet based. An overview of various Internet-based service (eService) technologies and vendors is also discussed, followed by a discussion of implications and challenges in implementing this new framework.
Elrod, Edwin; Gupta, Vipul; and Quain, Terry, "eService: An Integrated Framework and Technology Overview" (2000). AMCIS 2000 Proceedings. 208.