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Master of Commerce (M.Com.) E Service Management Syllabus - Mumbai University

E-Service Management Syllabus.pdf
Mandatory course · Semester 3 · M.Com. E-Commerce · 4 credits · 100 marks

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Syllabus for E-Service Management

Mandatory course · Semester 3 · M.Com. E-Commerce · 4 credits · 100 marks

Module I

  • Unit 1 Introduction to E-Service Management A. E-Services: Concept and Scope, Definition and scope of e-services, Importance Mumbai
  • and benefits of e-services, Historical development and evolution E-Service
  • Frameworks and Models; B2B, B2C, C2C, and G2C e-services, E-commerce, e- banking, e-government, and e-health services, Emerging e-service sectors.
  • B. Technology and Infrastructure for E-Services: Internet Technologies and Protocols, Overview of internet technologies and their role in e-services, Key
  • internet protocols (HTTP, HTTPS, FTP, etc.). Web services and APIs, Infrastructure
  • for E-Services, Cloud computing and its impact on e-services, Mobile technologies
  • and m-services, Security, and privacy in e-services.
  • Unit 2 E-Service Strategy and Design A. Strategic Planning for E-Services: Developing e-service strategies: Aligning e- service strategies with business goals, Competitive analysis, and benchmarking.
  • B. Service Design Principles: Service design methodologies, User experience (UX)
  • and user interface (UI) design for e-services, Tools and techniques for prototyping
  • and testing.

Module II

  • Unit 3 Legal, Ethical, Social Issues in E-Service Management and Digital Marketing Strategies
  • A. Legal and Regulatory Considerations: Key legal issues in e-service management, Data protection and privacy laws (e.g., GDPR), Compliance requirements and best
  • practice, Ethical issues in e-service delivery, social implications of e-services, Global
  • perspectives on e-service management.
  • B. Digital Marketing Strategies: Online marketing channels and techniques, Search
  • engine optimization (SEO) and search engine marketing (SEM), Social media
  • marketing and content marketing, CRM systems and their role in e-services
  • Unit 4 Future Trends and Challenges in E-Service Management
  • A. Emerging Trends: Overview of emerging trends in e-service management, Case
  • studies on innovative e-service solutions.
  • B. Challenges and Opportunities: Identifying and addressing challenges in e-service University of management, Opportunities for growth and innovation, Preparing for future
  • developments in the field.
  • Mumbai

Reference

  • 1 Rust, Roland T., and P.K. Kannan. E-Service: New Directions in Theory and Practice. Routledge, 2002.
  • 2 Khosrow-Pour, Mehdi. Electronic Services: Concepts, Methodologies, Tools, and Applications. IGI Global, 2009.
  • 3 Mariga, Julie R.. Managing E-commerce and Mobile Computing Technologies. IGI Global, 2003.
  • 4 Schneider, Gary. Electronic Commerce. Cengage Learning, 2017.
  • 5 Chaffey, Dave. Digital Business and E-Commerce Management. Pearson Education, 2015. SEMESTER III

Reproduced from the University of Mumbai syllabus for M.Com. (E-Commerce) under NEP 2020, in force from the academic year 2023-24. Wording is as printed in that syllabus. Module numbering is as printed there too.

The complete syllabus

This subject is cut from the University circular for its specialisation. Open a document here if you want the whole thing rather than a single subject.

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