E-services and Importance
The concept of e-service ( electronic service) represents one prominent application of utilizing the use of information and communication technologies (ICTs) in different areas. E-services, a business concept developed by Hewlett Packard (HP), is the idea that the World Wide Web is moving beyond e-business and e-commerce into a new phase where many business services can be provided for a business or consumer using the Web.
Rowley defines e-services as: “The deeds, efforts or performances whose delivery is mediated by information technology. Such e-service includes the service element of e-tailing, customer support, and service delivery”
This definition reflect three main components- service provider, service receiver and the channels of service delivery (i.e., technology). For example, as concerned to public e-service, public agencies are the service provider and citizens as well as businesses are the service receiver. The channel of service delivery is the third requirement of e-service. Internet is the main channel of e-service delivery while other classic channels (e.g. telephone, call center, public kiosk, mobile phone, television) are also considered.
Importance of E-service
- Accessing a greater customer base.
- Broadening market reach.
- Lowering of entry barrier to new markets and cost of acquiring new customers.
- Alternative communication channel to customers.
- Increasing services to customers.
- Enhancing perceived company image.
- Gaining competitive advantages.
- Potential for increasing Customer knowledge.