Internet Service

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Internet Service
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Learning Objectives

• Describe different Internet business models.
• Contrast an electronic and traditional service.
• Describe the relationship between the product and
  process structure of electronic services.
• Locate an Internet service on the electronic
  services product-process matrix.

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Purpose of Web-site

• A channel to sell a product or service
  (Amazon.com)
• A supplemental channel (Barnes Nobel)
• Technical support (Dell Computer)
• Embellish existing service (HBS Press)
• Order processing (Delta Airline)
• Convey information (Dr. Koop)

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Internet Business Models

• Internet access providers (AOL)
• Portal (Yahoo)
• Information content (New York Times)
• Online retailers (garden.com)
• Transaction enablers (ETrade)
• Market makers (eBay)

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Electronic and Traditional Services
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Grocery Shopping Comparison
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Electronic Service Product Structure
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Electronic Service Process Structure

• Service Kiosk (e.g. enricobiscotte)
• Service Mart (e.g. burpee)
• Mass-Service Customization(e.g. bluemountain)
• Joint-Alliance Service Customization(e.g.
  epicurious)(Shown in order of increasing
  flexibility)

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Electronic Services Product-Process Matrix
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Topics for Discussion

• Can an Internet service encounter be a memorable
  experience?
• What is the front-office of an Internet
  service?
• What is the contribution to gross national
  product (GNP) of self-service activities?
• Position the following websites on the electronic
  services product-process matrix cookingpost.com,
  chocoholic.com, peapod.com, raisinrack.com, and
  win.com.