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S/M/415. Service Marketing Management: EBay and Amazon
- WORDS:
- 3100
- DATE:
- 2008
- PRICE:
- 39.99 GBP
The paper reports on the practices of the EBay and Amazon highlighting the benefits of their retailing and service facilities, comparing the structure of their consumer demand, describing the so-called 'servuction model', the features of services delivery ('servicescape'), consumer expectations, etc. Gap analysis is conducted of the discrepancies between consumer expectation and management perception of service quality in EBay and Amazon. Recommendations are suggested about the companies' opportunities.
KEYWORDS: Service Marketing, EBay, Amazon,
Other Papers On: E-Bay
Other Papers On: Amazon.com
Other Papers On: Services Marketing
Other Papers On: Service Quality
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Keywords Tag Cloud
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