E-services
E-services are services that are provided over the Internet with the help of information and communication technology (ICT). E-services are independent, marketable services that aim at a beneficial effect (result dimension) through the provision of electronic capabilities of the provider (potential dimension) and through the integration of an external factor with the help of electronic data exchange (process dimension).
features
One of the special features is the digitization of the entire process chain:
- Digitization of the product
- Digitization of customer relationships
- Digitization of the organization
Demarcation
Due to the novelty of the term, e-services are often confused with e-business , although this is only the generic term for all targeted tasks in the electronic field. There are other pairs of terms that are closely related, for example e-collaboration and e-commerce , but these are strictly functional. E-service only refers to that part of e-business, the purely digitally implemented services. For differentiation:
- E-business: physical and digital processes
- E-Service: is purely digital processing
Individual evidence
literature
- Manfred Bruhn: Integrated customer orientation: Implementation of customer-oriented corporate management. Gabler Verlag, 2002, ISBN 978-3-409-12004-3 .