电子服务——电子商务的生存战略

E-service——the survival strategy of E-commerce

首先总结了电子服务的定义、特点、层次及类型;其次,提出了电子商务的竞争主体是服务,分析了电子服务的主要功能及支持工具;最后,指出电子服务是电子商务的生存战略,即:电子服务能够改变客户服务方式、提高客户期望价值及提升客户服务质量。

In this paper, it is firstly introduced the definition, characters, levels and types of E-service. Then, it is presented that the main competitive body of E-commerce is E-service, and it is analyzed the main functions and supported tools of E-service.Finally, it is purposed that E-service is the survival strategy of E-commerce, namely, E-service could change the customers' service mode, improve the customer's expected value and the customers' service quality.