How to retain online customers

被引：30

作者：

Vatanasombut, B ^{[1
]}

Stylianou, AC

Igbaria, M

机构：

[1] Virtualab Inc, Torrance, CA USA

[2] Univ N Carolina, Belk Coll Business Adv, Charlotte, NC 28223 USA

[3] Claremont Grad Univ, Claremont, CA 91711 USA

来源：

COMMUNICATIONS OF THE ACM | 2004年 / 47卷 / 06期

关键词：

Cost effectiveness - Electronic commerce - Internet - Marketing - Online searching - Problem solving - Professional aspects - Search engines;

D O I：

10.1145/990680.990682

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

0812 ;

摘要：

The methods used for retaining online customers are discussed. Certan Web technologies, such as search engines and intelligent agents, are found to directly reduce the customer's search costs by providing relevant information for consumer decision making at a much lower cost and time. The Internet has also lowered barriers to entry and opened doors to new entrants in many industries. Surveys undertaken also reveal that users who feel empowered are likely to be committed to the relationship, and that committed users are found to be unlikely to switch to another service provider.

引用

页码：65 / 69

页数：5

共 10 条

[1]

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[2]

FICHMAN RG, 1993, SLOAN MANAGE REV, V34, P7

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