ABSTRACT
E-Services are “smart” services—that is, they are offerings that have intelligence or computational ability built into them, and therefore they adapt or respond to changes in the environment as the consumer interacts (or uses) them. More generally, e-Services are a component of “smart markets”—markets defined by frequent turnovers in the general stock of knowledge or information embodied in products and services and possessed by customers and competitors. In contrast to traditional “dumb” services (or “dumb markets”)—which are static, fixed, and basically information-poor—smart services and markets are dynamic, turbulent, and information-rich.
