In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

Schools should beware questionable practices of many dot.com companies offering attractive rebates for purchases made online. High rebate rates are often designed to drive traffic to a particular site, but fine print can change overnight. Companies' connections to schools are tenuous and are driven by profit. (MLH)

Discussion of the marketing of bibliographic databases focuses on defining the market, the purchasing process, and the purchase decision process for researchers, managers, and librarians. The application of marketing concepts to the purchase of online information services is noted. (EJS)

This essay addresses factors that influence a customer's perception of the value of online information delivery services: evident costs, uncertain return, long-term return, not directly productive, overhead expense, and differential use. Roles assumed in acquiring and using information services (purchasers, searchers, consumers), price, and…

Suggests that the primary barrier to successful commercial development of the Web is lack of consumer trust in the medium. Examines how customer concerns are affecting growth and development of consumeroriented commercial activity on the Web and investigates the implications of these concerns for potential industry response. Suggests that radical…