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분야
pptxThe Emergence of Self-Service
Automation in Services
Internet Services
E-Commerce
E-Business Models
Economics of Scalability
Technological Innovation in Services
Service Benchmark
Case
교육(.edu), 비즈니스(.com), 비영리 단체(.org),
정부기관(.gov) 등 다양한 네트워크로 구성
이메일, 온라인 채팅, 자료 전송, 동영상 재생,
인터넷 음성망(VoIP), 월드와이드웹(www) 접속
전자서비스와 전통서비스: 핵심요소/보조요소
핵심요소: 제품에 직결되는 서비스
보조요소: 상대적으로 덜 중요한 서비스 차원
EX) 1. 온라인 제공: 멀티플레이 게이밍(Gaming) 서비스
2. 오프라인 제공: 슈퍼마켓에서 구입품목 배달
프론트 오피스(Front-office): 고객과 직접 대면
백 오피스(Back-office): 고객 대면 최소화
전자 서비스 제공
온라인 서비스(interactive) 차원: 지속적으로 고객과 연락
오프라인 서비스(Non-interactive) 차원: 고객 연락 최소화
