A services‐marketing perspective on e‐retailing: implications for e‐retailers and directions for further research

A services‐marketing perspective on e‐retailing: implications for e‐retailers and... There has been an explosion in the number of retail Web sites since 1995, e‐retail offering shares a few common elements specifically a product search facility (often augmented by a product evaluation facility), an on‐line purchase function and a product delivery capability. There is a body of theory and empirical research in the study of customer loyalty drivers in the services sector, which demonstrates that customers evaluate services on the basis of tangibles, responsiveness, empathy, assurance, reliability and control. These service qualities depend on the customer’s perception of the overall service experience. The most influential element in the service experience is the relationship between the service provider and the customer. The Internet is a poor service delivery medium, it lacks the capacity for direct personal interaction enjoyed by non‐Internet based services. Sets out a number of marketing and Website design implications for e‐retailers and suggests means by which e‐retailers can manage customer perceptions to increase sales and develop greater customer loyalty. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Internet Research Emerald Publishing

A services‐marketing perspective on e‐retailing: implications for e‐retailers and directions for further research

Internet Research, Volume 10 (5): 15 – Dec 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
1066-2243
DOI
10.1108/10662240010349444
Publisher site
See Article on Publisher Site

Abstract

There has been an explosion in the number of retail Web sites since 1995, e‐retail offering shares a few common elements specifically a product search facility (often augmented by a product evaluation facility), an on‐line purchase function and a product delivery capability. There is a body of theory and empirical research in the study of customer loyalty drivers in the services sector, which demonstrates that customers evaluate services on the basis of tangibles, responsiveness, empathy, assurance, reliability and control. These service qualities depend on the customer’s perception of the overall service experience. The most influential element in the service experience is the relationship between the service provider and the customer. The Internet is a poor service delivery medium, it lacks the capacity for direct personal interaction enjoyed by non‐Internet based services. Sets out a number of marketing and Website design implications for e‐retailers and suggests means by which e‐retailers can manage customer perceptions to increase sales and develop greater customer loyalty.

Journal

Internet ResearchEmerald Publishing

Published: Dec 1, 2000

Keywords: Services marketing; Retailing; Marketing; Customer loyalty; Internet; Design

References

  • Consumer satisfaction as a process
    Tse, D.K.; Nicosia, F.M.; Wilton, P.C.

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