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: | Watson Richard T., Parasuraman A., Piccoli Gabriele, Brohman M. Kathryn |
Keywords: | decision theory, measurement, information |
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.