E‐services: operating strategy—a case study and a method for analyzing operational benefits
通过建立电子服务客户保留模型、分析苏富比网站案例以及提出行业效益分析技术，帮助服务提供商利用互联网提升定制化与交付效率，避免失败。
Abstract The Internet’s influence in creating e‐services has been revolutionary for providers and their customers. Unfortunately, there has been a wide gap between inspiring applications of the Internet that help increase service customization while maintaining or even improving delivery efficiency, and downright flops in which companies that have made bold promises have failed to deliver on even a portion of their pledges. This paper provides an examination of e‐services utilizing three approaches in order to provide guidance on how to fly rather than flop. First, we develop a model of the e‐service customer retention. Second, we offer a case study of Sothebys.com to illustrate how a well‐known, but not typically technologically adventurous, company can utilize e‐services to expand its offerings and streamline its services. Finally, we offer a profiling technique for analyzing the benefits and challenges of e‐services for particular industries.