The Web Experience – Trends in e-Service
نویسنده
چکیده
With the ever increasing proliferation of the internet and the tremendous growth of e-commerce, organisations, both in the business-to-consumer (B2C) and business-to-business (B2B) sectors, have moved to differentiate themselves through the electronic provision of service and the enhancement of the e-service or web experience. More and more organisations are using technology as a means of interacting and co-creating value with customers, developing and improving customer relationships with the objective of increasing profits. 1
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