Electronic services

Abstract

The Internet is the world's fastest growing marketplace, with seemingly limitless opportunities for marketing products and services. At the same time, progressive technologies are bringing about a transformation from an industrial to an information society. This creates dynamic market environments with low entry barriers, greater market transparency, and a heterogeneous demand for customised products and services. The e-space improves customer relationships through lower service costs, interactive and personalised customer communications, speed and accuracy, an enhanced capability to track and measure transactions, instantaneous ways of communicating round the clock (24/7 availability), and the ability to offer different combinations of product and service elements to fulfil customer requirements. © 2009 Springer Berlin Heidelberg.