Delivering customer value online: an analysis of practices, applications, and performance

被引：19
作者：
Levenburg, NancyM. [1 ]
机构：
[1] Grand Valley State Univ, Seidman Coll Business, Dept Management, 464-C DeVos Ctr,401 W Fulton St, Grand Rapids, MI 49504 USA
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2005年 / 12卷 / 05期
关键词：
Retailing; Customer value; Customer service; Internet; Marketing strategy;
D O I：
10.1016/j.jretconser.2004.11.001
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
An expanding arrayof technologies exist that can enable retailers to add value to product/service offerings online. Yet for many firms, determining which applications to employcan be perplexing. This studyexamines dimensions of service orientation among market leaders and measures performance results of adopting selected customer service applications. Findings suggest that while a majorityof retailers use the Internet to enhance companyimage, greater pay-offs come from offering more online services, particularlythose that maybe used by customers in the acquisition process (e.g., e-mail and online ordering) and for post-purchase support. (C) 2004 Elsevier Ltd. All rights reserved.
引用
收藏
页码：319 / 331
页数：13
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