E-tailing of Services: An Indian Scenario. (Research Note).Abstract The Internet has emerged as a cost-effective way of doing business especially in the service sector. Its impact is felt across services although the intensity of impact varies from service to service. In this article, a two dimensional framework is proposed to classify clas·si·fy tr.v. clas·si·fied, clas·si·fy·ing, clas·si·fies 1. To arrange or organize according to class or category. 2. To designate (a document, for example) as confidential, secret, or top secret. services into distinct groups. It has been developed using non-metric discreet dis·creet adj. 1. Marked by, exercising, or showing prudence and wise self-restraint in speech and behavior; circumspect. 2. Free from ostentation or pretension; modest. attributes and contains examples of services that fall under different groups. Strategic characteristics of services, whether they are amenable AMENABLE. Responsible; subject to answer in a court of justice liable to punishment. to digitisation Noun 1. digitisation - conversion of analog information into digital information digitization conversion - a change in the units or form of an expression: "conversion from Fahrenheit to Centigrade" , have also been discussed. The framework and illustrations will help planners decide how the Internet can be effectively used in enhancing a service business. According the authors, entry of the Internet in the service business is an irreversible irreversible (ir´ēvur´seb  l),adj incapable of being reversed or returned to the original state. phenomenon. Use of the Internet as a tool for doing business in the service sector will grow rapidly as such, and with the increasing contribution of the service sector to the GDP GDP (guanosine diphosphate): see guanine. of a country. The 21st century heralds the creation of new information and service-based businesses. These are a growing part of the digital economy. The Etailing of services will assume a position of central importance in the future. Many attributes of the E-tailing of physical goods are directly transferable to selling services on the Internet. The developments foreseen fore·see tr.v. fore·saw , fore·seen , fore·see·ing, fore·sees To see or know beforehand: foresaw the rapid increase in unemployment. will massively reduce direct human interaction in the provision of services. In many areas, service without a face may at first take people aback. But, whether we like it or not, we are confronted with a "brave new world Brave New World Aldous Huxley’s grim picture of the future, where scientific and social developments have turned life into a tragic travesty. [Br. Lit.: Magill I, 79] See : Dystopia Brave New World " of services (Zeithaml et al, 1996). Services require confidence, since they can only be described rather than experienced prior to being consumed. The Internet as an information medium is highly suitable for this, and will ultimately revolutionise Verb 1. revolutionise - fill with revolutionary ideas revolutionize, inspire indoctrinate - teach doctrines to; teach uncritically; "The Moonies indoctrinate their disciples" 2. services even more than product businesses (Lovelock love·lock n. A lock of hair hanging separately from the rest of the hair, as one tied with ribbon and worn by courtiers during the 17th and 18th centuries. , 1996). It will be the ultimate self-service medium. Just as the vacuum cleaner vacuum cleaner, mechanical device using a draft of air to remove dust, loose dirt, or other particulate matter from dry surfaces. It is especially useful on highly textured surfaces, such as carpets and upholstery, that are difficult to clean by wiping or brushing. and the washing machine (storage) washing machine - An old-style 14-inch hard disk in a floor-standing cabinet. So called because of the size of the cabinet and the "top-loading" access to the media packs - and, of course, they were always set on "spin cycle". displaced displaced see displacement. domestic servants domestic servant n → sirviente/a m/f domestic servant n → domestique m/f domestic servant domestic n , the Internet will simplify many services and convert them to self-service models, most dramatically perhaps in the public-sector and financial institutions. Truly successful suppliers must develop personal customer relationships and entertain the customer too. Selling of products on the Internet has not been too successful and even the major players like amazon.com and e-Bay are suffering losses after marketing capitalisation n. 1. same as capitalization. Noun 1. capitalisation - writing in capital letters capitalization writing - letters or symbols that are written or imprinted on a surface to represent the sounds or words of a language; "he turned the paper of US$5 billion and US$12.5 billion and revenue growth of 68 and 92 per cent respectively (Saran, 2001). This might be attributed to the fact that most E-tailers lose money on every transaction. Even the flagship E-tailer, Amazon, loses about US$7 per order on its nonbook non·book n. A book having little or no literary merit or substance, often published to exploit a fad. adj. Of, relating to, or being something other than a book, such as microfilm or microfiche in a library. sales after taking into account product, shipping, and fulfillment ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. costs. Its book sales generate about US$5 an order (Fernandes et al, 2000). Therefore, the trend is changing towards selling of services on the Internet (Calkins et al, 2000). It is being seen as a great potential for the future. In order to understand which services can be sold over the Internet, a classification scheme for services based on the one proposed by Lovelock (1996), is suggested below. In this scheme, services have been classified into six broad categories using two dimensions -- one dimension being the People Contact, Tangibility, and Credence, and the other dimension being the Nature of demand for the service (See Figure 1). The vertical axis has three classifications (High, Medium, and Low) while horizontal axis has two classifications (High, Low). High demand means that the demand for the service is more than supply, and low demand means that supply is more than the demand. The resultant four product categories are shown in Figure 1 and discussed further. Analysis of the Model Quadrant quadrant, in analytic geometry quadrant. 1 In analytic geometry, one of the four regions of the plane determined by two lines, the x-axis and the y-axis. 1 High People Contact, Credence and Tangibility -- High Demand These services require a high degree of customisation and also have high demand, that is, a lot of people require these services. Since these services are high on credence value, they are difficult to evaluate even after usage. These kinds of services require high degree of contact between the service provider and the customer, that is, either the customer visits the service organisation or the service provider goes to the customer. In these services, the customer is actively involved with the service organisation and its personnel throughout service delivery. Hence, these services cannot be offered on the Internet. Services that fall into this category are beauty saloons and restaurants. These services can be promoted over the Internet and information about these can also be had on the Internet but these cannot be delivered over the Internet. The beauty saloon can show various hairstyles and can allow the users to choose the hairstyle best suited for them. Restaurants could display their menu cards, or special dishes of the day or season. People can also book tables in the restaurant if they so desire. Quadrant 2 High People Contact, Credence and Tangibility--Low Demand These services also require a high degree of customisation, but some basic attributes of the service provided are common to all customers. These services have low demand, that is, not too many people utilise these services. Like services in the high people contact, credence and tangibility--high demand quadrant these services also have high degree of contact between the service provider and the customer, hence they also cannot be offered on the Internet. The nursing home falls into this category. Like the services in quadrant 1, this can be promoted over the Internet and information about it can also be had on the Internet but service delivery is not possible over the Internet. A nursing home can promote the facilities that it provides. When the bandwidth constraints in India are taken care of, one can even reserve a bed whenever an emergency arises, and tell the nursing home the symptoms of the patient so that proper arrangements can be made beforehand. Quadrant 3 Medium People Contact, Credence, and Tangibility--High Demand These services have high demand but people contact, credence, and tangibility are not as high as that of services discussed above. These services entail a lower degree of involvement with service providers. In this group are services in which customers visit the service provider's facilities but either do not remain throughout the service delivery or else have little contact with service personnel. The purpose of such contacts is often limited to establishing the relationship, defining the problem face-to-face, dropping off and picking up a physical possession that is being serviced, or simply paying the bill. Since these services are not too high on credence value, they are easier to evaluate. Even though these services do not require very high customer contact, they are not possible on the Internet because face-to-face contact is necessary. Services that fall into this category are public transport, travel, movie theatre, and fast food. Public Transport Indian Railways Indian Railways (Hindi भारतीय रेल), abbreviated as IR, is a Department of the Government of India, under the Ministry of Railways, and is tasked with operating the rail network in India. has launched a Web site, www.indianrail.gov.in, which provides a variety of services to the consumers. These include status of ticket, train timings, availability of berth, and even online booking of tickets. But, for delivery of tickets, one has to go to the booking counter. Similarly, all major airlines provide information regarding flight timings, availability, etc, over the Internet but the customer has to go to the airline office to collect his ticket. But to travel one has to go to airport or railway station so complete service delivery is not possible over the Internet. Travel This is the most lucrative segment available on the Internet (Neera, 2001). In this segment, the yearly growth is several times the current business. When no news seems to be good for the dot-coins, travel on the Internet has picked up pace. Launched in mid-2000, these sites are different in the sense that they have rising advertising revenues and rapidly growing transaction volumes. The main Web sites operating in this segment are makemytrip.com, traveljini.com, Internet2travel.com, indiaoverland.com, india-tour.com, chhuti.com, and thomascook.co.in. They offer travel guides, weather, converters, travel tips, distance calculators, etc. These sites are not only getting business from India but also from nonresident non·res·i·dent adj. 1. Not living in a particular place: nonresident students who commute to classes. 2. Indians. The advantages of these sites is availability of information, and best travel packages. They are more convenient and customer friendly. Movie Theatre Movie theatres offer advance booking with the desired seat numbers over the Internet and in some cases, tickets are delivered to the homes but to watch the movie the person has to go to the theatre. It is possible to view a move on the Internet because a theatre owner can make provisions to show the latest release on the Web. But we will have to wait for some time to avail of this service. Fast Food Although ordering food on the Internet is still not prevalent (Pillai, 2001), a site called foodarcade.com has been launched. It offers ordering food online, booking tables at restaurants, getting food delivered at home, etc. But the success of this site seems to be a distant reality. It might be attributed to the fact that not many people will use the Internet to order something when this can be done over the telephone. So we see that complete service delivery over the Internet is not possible in this quadrant. Quadrant 4 Medium People Contact, Credence, and Tangibility--Low Demand These services have low demand and medium people contact, credence, and tangibility. Like services in the medium people contact, credence, and tangibility--high demand quadrant, these services also have medium degree of contact between the service provider and the customer and hence they also cannot be offered on the Internet. A service that falls into this category is dry cleaning dry cleaning, process of cleaning fabrics without water. Special solvents and soaps are used so as not to harm fabrics and dyes that will not withstand the effects of ordinary soap and water. Dry cleaning began in France about the middle of the 19th cent. . This service is also not possible over the Internet, at the most, a service provider can promote his services over the Web. Quadrant 5 Low People Contact, Credence, and Tangibility--High Demand These services have high demand but people contact, credence, and tangibility is very low. In fact, these kinds of services require a high degree of experience on the part of the service provider, that is, the service provider should be highly qualified so as to provide quality service. These services involve no physical contact between customers and service providers. Instead, contact takes place through the electronic medium or physical distribution channels. These services are low on credence value and hence are easier to evaluate. Since they do not require any customer contact, their services can be easily offered on the Internet. Services that fall into this category are insurance, doctor's advice, lawyer's advice, postal service postal service, arrangements made by a government for the transmission of letters, packages, and periodicals, and for related services. Early courier systems for government use were organized in the Persian Empire under Cyrus, in the Roman Empire, and in medieval , personal tuition, and entertainment. Insurance Various Web sites operating in this category (Gill, 2000) are indiainsure.com, weassure.com, licindia.com, bimaonline.com, assureindia.com, and firstpolicy.com. These sites are trying to educate people and to build a community. They provide critical information to people who are going to buy insurance policies. Firstpolicy.com helps the user to know how much insurance one needs. To do so it has a portfolio planner, which helps to calculate one's insurance requirements. Another important thing for the consumer is settling on the right policy. The Bima consultant on bimaonline.com throws up a list of policies after the consumer inputs his basic requirements. The next step is to calculate the cost. To help the consumer in this area both bimaonline.com and firstpolicy.com offer a premium calculator calculator or calculating machine, device for performing numerical computations; it may be mechanical, electromechanical, or electronic. The electronic computer is also a calculator but performs other functions as well. . The next step is buying the policy. Bimaonline.com and assureindia.com provide an extensive list of sales agents. These sites also contain modules which could be of great help to the insurance professionals. Agents can list themselves at bimaonline.com and assureindia.com. Assureindia.com also provides a module on education opportunities in insurance. Thus, we see that these sites not only offer B2C (Business to Consumer) Refers to a business communicating with or selling to an individual rather than a company. See B2B. services but also offer B2B (Business to Business) Refers to one business communicating with or selling to another. See B2B e-commerce, B2C and B2G. B2B - business to business services. The problem in this area is that the policies cannot be bought offline because cyber laws Cyber law (also referred to as cyberlaw) is a term used to describe the legal issues related to use of communications technology, particularly "cyberspace", i.e. the Internet. are not yet in an advanced stage to provide for buying of policies on the Internet. Another drawback DRAWBACK, com. law. An allowance made by the government to merchants on the reexportation of certain imported goods liable to duties, which, in some cases, consists of the whole; in others, of a part of the duties which had been paid upon the importation. is that a single portal does not offer all services, so the consumer has to search different portals to gather all the required information. The future prospects of insurance services on the Internet are bright. The insurance portals are popular because private insurers have flooded the markets. There is a need for a financial portal Financial Portal A website that provides a variety of financial data and information, acting as an information hub for clients who are individual investors requiring timely financial news and data to make their investment decisions. that will broker products from different firms at its site. Also the consumers will be able to make comparisons, get quotes, and buy at one go. They could even participate in reverse auctions. So the need is for a single Web site which comes out with a single screen for all the services. Doctor's Advice Some Web sites operating in this field are docmedlnternet.com, doctoranywhere.com, meditimes.com, medybiz.com, mdspeak.com, apollolife.com, and check4health.com. These portals perform a variety of activities such as E-enabling doctors, and building linkages with the healthcare community, doctor to doctor tele-medicine (Mahanta, 2001) and an Internetwork (1) To go between one network and another. (2) A large network made up of a number of smaller networks. Same as "internet" (lower case "i"), not the "Internet" (upper case "I"). See internet. built around the PC. Some sites even provide customised and specialised information to the doctors. The main aim of these portals is to build an Internetwork of doctors. But this is a difficult task as there are 550,000 doctors in India. The total size of the Indian healthcare industry is US$18 billion. The cost of travel, accommodation, and time, apart from the anxiety of unfamiliar delays, make the case of providing advice on the Internet stronger. The biggest problem in this case is Internetworking, and the low penetration of PCs in India. Moreover, there is the lack of a clear value proposition for doctors to prompt them to switch to an E-environment. Current portals are just connecting the doctors together so that they can interact with each other. The end consumer cannot get advice from the doctors in times of need. So these are B2B portals instead of B2C. The future of medicine on the Internet is going to be good. Healthcare information is the most sought after on the Internet after sex and money. The challenge is to use the Internet to standardise Verb 1. standardise - evaluate by comparing with a standard standardize appraise, assess, evaluate, valuate, value, measure - evaluate or estimate the nature, quality, ability, extent, or significance of; "I will have the family jewels appraised by a communication among doctors, hospitals, labs, insurance companies, pharmacies, and patients to build one superhighway superhighway - information superhighway . These Internetworks would allow patients to take advice from doctors, as most of them prefer dealing with doctors and hospitals as the primary source of information. In the near future, storage of medical records will have to be done, as it would become a legal requirement. So the data repository See repository. which emerges as a result of this Internetwork would be a large source of drug development inputs. But this all is too distant and any site which provides satisfactory advice to the patient is bound to make huge profits in the future. Lawyer's Advice Some sites in this segment are economictimes.com, vakilnol.com, myiris.com, mywealthguide.com, bizilaw.com, tm4india.com, and indialawinfo.com (Kapoor, 2000). These sites provide a variety of services to the consumer. Some provide online legal resource, trademark and copyright law resource, information on tax returns, information about corporate law, and recent changes in the laws. These sites provide extensive information about the various aspects of law. Postal Service Postal services are offered on the Internet in the form of E-mails only. Portals offer this free service. Mithi.com has gone a step ahead by providing E-mall in 11 Indian languages (Upload, 2000). In the future, with digital signatures becoming Legal in India, one can send documents on the Internet and full use of postal services on the Internet will take place. Personal Tuition Providing personal tuition on the Internet is different from providing online education. Whereas E-education deals with teaching a large group of students who can access tutorials, personal tuition deals with each student separately. A Web site operating in this segment is hometuitions.com. It provides solutions to students' problems. Entertainment This is the attribute to which most of the Internet sites cater. Be it music, movies, games or chat, everything is available on the Internet. Some of these are masti.com, ticklewit.com, uthplanet.com, and 9cheers.com (Pilli, 2001). These sites offer dating, careers, games, chat, humour humour (Latin; “fluid”) In early Western physiological theory, one of the four body fluids thought to determine a person's temperament and features. , and free gifts. There are other sites which offer music and movies. A new Web site offers the user the song he wishes to listen. Whenever the song is played on any associated radio station, it is saved on the hard disk of the computer of the person who had requested that song. As for movies, one can watch movies on the Internet by downloading them. Recently setmax.com launched a service through which one can watch movies at a specified time by logging on to their Web site. In India the greatest problem is bandwidth. So it is very time consuming to download a movie. It may take hours or even days. Even downloading games takes a lot of time and listening to music is also not easy because of frequent Internet congestion The condition of a network when there is not enough bandwidth to support the current traffic load. congestion - When the offered load of a data communication path exceeds the capacity. . This could be why most sites are unable to convert hits into customers and hence are not able generate as much revenue as they would have liked. The future of these sites is bright. The content is satisfactory. Quadrant 6 Low People Contact, Credence, and Tangibility--Low Demand These services have low demand and the people contact, credence, and tangibility is very low. Like services in the low people contact, credence, and tangibility--high demand quadrant, these services also have low degree of contact between the service provider and the customer, hence they can be offered on the Internet. Based on our model, we have found the quadrants in which services cannot be provided on the Internet. In these quadrants, service delivery is not possible on the Internet but service promotion and related information can be disseminated disseminated /dis·sem·i·nat·ed/ (-sem´i-nat?ed) scattered; distributed over a considerable area. dis·sem·i·nat·ed adj. Spread over a large area of a body, a tissue, or an organ. . Services that fall into this category are E-financial services, E-education, and B2B consulting. E-financial Services Some facts: * Over 40 per cent of adult Internet users Internet user n → internauta m/f Internet user Internet n → internaute m/f visit financial sites. * About 11 per cent of adult Internet users bank online. * About 26 per cent of users will bank online by December 2002. * About 11 per cent of traded volume will be online by December 2002, (Dhawan, 2000). These facts are self explanatory ex·plan·a·to·ry adj. Serving or intended to explain: an explanatory paragraph. ex·plan as to the future of E-financial services on the Internet. Several financial institutions like the Industrial Development Bank of India This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. , Housing Development Finance Corporation, personalfn.com, and sharekhan.com have introduced online services. Also, banks are bringing their personal and corporate services Activities that combine or consolidate certain enterprise-wide needed support services, provided based on specialized knowledge, best practices, and technology to serve internal (and sometimes external) customers and business partners. online. There are various sites in this segment like cfoindia.com, which provides financial solutions, ebachat.com, which provides online guide to offline savings, and personal finance portals such as moneypickle.com and investor.com. These Web sites offer a variety of services including explanation of terms related to finance. There are some sites which offer portfolio management services. The Web sites of banks offer interest rates on various term deposits, and details of loans. Other sites like icicidirect.com, 5paisa pai·sa n. pl. pai·se or paisa See Table at currency. [Hindi pais .com, sharekhan.com, and indiabulls.com offer E-broking. Users enter the details of trade they want to execute and the site does the rest. It moves fund from users' bank accounts and transfers shares to their depository The place where a deposit is placed and kept, e.g., a bank, savings and loan institution, credit union, or trust company. A place where something is deposited or stored as for safekeeping or convenience, e.g., a safety deposit box. account. An important aspect of E-financial services is payment via the Internet. Most people are wary about giving their credit card numbers on the Internet due to security reasons. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. a survey of 5,000 cardholders across 10 Indian cities, 72 per cent were not willing to give their card number over the Internet (Garg et al, 2000). An alternate mode of payment is the pre-paid card. It is just like an online debit card debit card, card that allows the cost of goods or services that are purchased to be deducted directly from the purchaser's checking account. They can also be used at automated teller machines for withdrawing cash from the user's checking account. . The person buys the card and scratches it to get a 16-digit alphanumeric code
In general, in computing, an alphanumeric code is a series of letters and numbers (hence the name) which are written in a form that can be processed by a computer. . The user punches this code on the Web site and the amount is credited to his account. The user can buy goods using the entire sum or a part of it. The balance remains in his account. In this case the risk is limited but the power to pay is also limited. There are several variants of the pre-paid card. Major players like MasterCard have tied up with Citibank to launch a virtual card for online payments. Although these services are bound to pick up sooner or later but certain issues are proving to be a great hindrance hin·drance n. 1. a. The act of hindering. b. The condition of being hindered. 2. One that hinders; an impediment. See Synonyms at obstacle. to growth. The absence of digital signature verification procedures, security issues, and the general regulatory environment have stunted growth Stunted growth is a reduced growth rate in human development. It is a primary manifestation of malnutrition in early childhood, including malnutrition during fetal development brought on by the malnourished mother. of the online financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. business in India. The E-world is setting in place several businesses for financial services. As institutions in India embark on the E-road, they will embrace competitive businesses. In the process, they become more profitable and the consumers will be better served (Bhagat, 2000). The consumer would be able to check his accounts, transfer funds, and apply for a credit card online. Though E-financial services have not grown as fast as expected, this B2C space is definitely not vanishing with the bubble because the functionality offered to the consumer is too strong. E-education This can be considered as the oldest service available on the Internet. Students can access lectures and tutorials through the Internet. They can send queries and get replies through E-mail. They can do so at convenient times. So this aims at providing quality education at the doorstep. Indira Gandhi National Open University The Indira Gandhi National Open University (IGNOU) Hindi: इन्दिरा गांधी राष्ट्रीय मुक्त , New Delhi New Delhi (dĕl`ē), city (1991 pop. 294,149), capital of India and of Delhi state, N central India, on the right bank of the Yamuna River. , was the first major player, which provided education over the Internet. There are several other sites which offer the same. These include blackboard (1) See Blackboard Learning System. (2) The traditional classroom presentation board that is written on with chalk and erased with a felt pad. Although originally black, "white" boards and colored chalks are also used. .com, totalteamwork.com, indiacoach.com, brainvisa.com, stubrit.com, and classontheweb.com (Bhise et al, 2000). The problem facing E-education is the lower bandwidth available in India. Students find it difficult to download tutorials and other related information. PC penetration is quite low and the cost of accessing Internet is high. So Internet education has not progressed as fast as it should have. Another important aspect is the security and integrity of the database, (Urban et al, 2000) which contains test questions. The questions are generated at random and the same set of questions may go to two different users. In other words Adv. 1. in other words - otherwise stated; "in other words, we are broke" put differently , some users may know the questions beforehand. B2B Consultancy This service is available on the Internet. A Web site called exporebiz.com is a portal which provides services to retailers to enable them to become E-tailers, (http://www.isp-planet.com/research/india_stats.html). But the need here is of a portal providing B2C consulting to all entrepreneurs or netpreneurs who wish to start their business. Such a service on the Internet could be useful to many. Services Possible but Unavailable on the Internet There are some gaps which have not been fulfilled ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. . There are some services which could be provided on the Internet but there is no Web site providing such service. Some of these are as follows: Beauty Saloon: Any Web site can offer booking services on the Internet. The person can view various services available, select the one he wants, and tell the saloon the services he would like so that preparations can be made. Movie Theatre: A theatre can show the latest movie released on the Internet to its members. But this service will only be possible when bandwidth constraints have been overcome. B2B Consulting: This is the segment which is most lucrative (Dhawan et al, 2000). At present, no site provides B2B consulting. For example, those seeking information to set up an online retail store could contact a Web site that provides customised solutions for a fee. Doctor's Advice: This is another segment with potential to be successful. This service will be used in emergency cases so fast Internet access See how to access the Internet. is required. Since no one will take chances in medicine, it is very important that the information provided is reliable. According to Business Standard, this service is not possible unless drugs are uniformly coded. Also proper care is not possible without procedure and symptom codes. If such codes are not in place, there may be miscommunication mis·com·mu·ni·ca·tion n. 1. Lack of clear or adequate communication. 2. An unclear or inadequate communication. . There is great scope in this area because this industry is recession proof as demand for health care will always be there. Conclusion The service sector will continue to be India's engine of growth in the coming years. It accounts for more than 50 per cent of India's gross domestic product. The appreciable ap·pre·cia·ble adj. Possible to estimate, measure, or perceive: appreciable changes in temperature. See Synonyms at perceptible. growth in this sector has been achieved not at the expense of the manufacturing sector but because the service sector has grown at a faster pace. Hence, services form an important part of the economy. We have suggested that the Internet is a vehicle that can be used very effectively to promote, sell, and perform services. The Web has sparked an explosion of creativity and innovation. At the same time the Internet seems likely to revolutionise communications-intensive industries and activities. The growth of the service sector has been phenomenal. So a combination of these could have a good future. References Bhagat R, "Banking on Net Profits", Business Today, 7-21 May 2000, p 69. Bhardwaj Neera, "It's Online: Travel is on a roll", The Times of India, New Delhi, 28 January 2001. Bhise H, Farrel D, Miller H, Vanier A, "The duel duel, prearranged armed fight with deadly weapons, usually swords or pistols, between two persons concerned with a point of honor. The duel may have originated in the wager of battle, an early mode of trial in which an accused person fought with his accuser under for the doorstep", The Mckinsey Quarterly, 2000, Number 2, pp 32-41. 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F, and Qualls WJ, "Placing trust at the center of your Internet strategy", Sloan Management Review, Fall 2000. Zeithaml, VA and Bitner MJ, Services Marketing, Chapter 1, International Edition: Tata McGraw Hill, 1996. [Figure 1 omitted] |
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