A new model to support the personalised management of a quality e‐commerce service
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 August 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.
Keywords
Citation
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/10.1108/09564230310478855
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited