Net-based customer service systems: evolution and revolution in Web site functionalities

Net-based customer service systems: evolution and revolution in Web site functionalities

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Article ID: iaor2009381
Country: United States
Volume: 35
Issue: 3
Start Page Number: 423
End Page Number: 455
Publication Date: Jul 2005
Journal: Decision Sciences
Authors: , , ,
Keywords: decision theory, measurement, information
Abstract:

Firms' Web sites are becoming an increasingly important component of their customer service systems. Yet there is a dearth of research-based insights and guidelines concerning the roles, functionalities, and effective design of Web sites. In this article we describe and discuss findings from a three-phase, multimethod research study aimed at filling this literature void. We first propose and validate a descriptive taxonomy of customer needs amenable to online fulfillment. Complementing this taxonomy, we next propose, and offer preliminary validation of, a five-stage conceptual model for understanding and predicting the development of a firm's Web site design and functionality.

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