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.
Giannì, G. and Franceschini, F. (2003), "A new model to support the personalised management of a quality e‐commerce service", International Journal of Service Industry Management, Vol. 14 No. 3, pp. 331-346. https://doi.org/10.1108/09564230310478855Download as .RIS
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