The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the “relationship evolution” between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport-clothing industry application are described.
A new model to support the personalised management of a quality e-commerce service / Franceschini, Fiorenzo; Gianni', G.. - In: INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT. - ISSN 0956-4233. - 14, n.3:(2003), pp. 331-346. [10.1108/09564230310478855]
A new model to support the personalised management of a quality e-commerce service
FRANCESCHINI, FIORENZO;
2003
Abstract
The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the “relationship evolution” between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport-clothing industry application are described.File | Dimensione | Formato | |
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https://hdl.handle.net/11583/1400127
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