Journal article
How can the Web help build customer relationships? An empirical study on e-tailing
Abstract
The Web is increasingly being viewed as a tool and place to enhance customer relationship. In this paper we defined a model to analyze the Web characteristics that aid in building customer relationships and then used this model to examine consumer relationship building mechanisms in online retailing (e-tailing). Through a survey of 177 shoppers who had bought books, CDs, or DVDs online, the causal model was validated using LISREL; 13 out of 14 …
Authors
Wang F; Head M
Journal
Information & Management, Vol. 44, No. 2, pp. 115–129
Publisher
Elsevier
Publication Date
March 2007
DOI
10.1016/j.im.2006.10.008
ISSN
0378-7206