Benchmarks online retailing transactions against critical factors that impact online retailing. Findings suggest several areas that e-retailers should target for improvement, including the speed of home page loading, ability to translate into multiple languages, capabilities of search engines, security policies display, payment options, minimum…

Applying a body of theory and empirical research in the study of customer loyalty drivers in the services sector, this paper sets out a number of marketing and Web site design implications for e-retailers. It then suggests several means by which e-retailers can manage customer perceptions to increase sales and develop greater customer loyalty.…

Investigates the impact of the Internet on the UK (United Kingdom) second-hand and antiquarian book trade. Results from questionnaires and interviews showed that, overall, electronic commerce presents an opportunity rather than a threat to this traditional retailing sector, partly due to pre-existing database management and distribution skills.…

This survey of 208 Internet users examined the factors underlying Internet usage and shopping. Data were gathered on Information shopping (IS) innovativeness, overall IS frequency, visit variety, purchase variety, network prevalence, education, age, gender, employment, extensiveness of Internet use, and non-shopping Internet applications. (MES)

This survey of senior marketing executives in the United Kingdom's largest retail organizations investigated the extent to which the adoption of e-commerce is influenced by the socio-demographic characteristics of their target customers. Results demonstrate that organizations are most likely to adopt the Internet if their typical customer is male,…

Discusses channel economics in retail activities and trends toward unbundling due to the emergence of the Web channel. Highlights include sales processes and physical distribution processes; transaction costs; hybrid electronic commerce strategies; channel management and customer support; information economics, thing economics, and service…

Reports on an online survey of consumer attitudes toward online storefronts marketing barbecue sauce, cheese, olive oil, potato chips, and other specialty food products. The relationship between consumer attitudes toward Web sites and the likelihood of purchase, as well as demographic factors related to online food and drink buying, are described.…

Discusses the effects of the Web on marketing practices. Introduces the concept and theory of relationship marketing. The relationship network concept, which typically is only applied to the business-to-business market, is discussed within the business-to-consumer market, and a new relationship-building model for the Web marketplace is proposed.…

Internet advertising and commercial activity are increasing. This article examines challenges facing the retail industry on the Internet: location; comparison shopping; security, especially financial transactions; customer base and profile; nature of the shopping experience; and legal and marketplace controls. (PEN)

Discusses the use of Web-based information systems (WIS) by electronic retailers to attract and retain consumers and deliver business functions and strategy. Presents an abstract model for WIS design in electronic retailing; discusses customers, business determinants, and business interface; and suggests future research. (Author/LRW)

Churn management is a concern for businesses, particularly in the digital economy. A customer relationship framework is proposed to help deal with churn issues. The model integrates the electronic channel and involves four tools for enhancing data collection, data treatment, data analysis and data integration in the decision-making process.…

Describes a study where 66 subjects were asked to perform some predefined book purchasing task in a series of Web sites with varying interface quality. A strong relationship between interface quality and trust was found and some components of user interface quality were more important than others. Discusses implications for Web site design.…

A user survey of 60 company Web sites (electronic commerce, entertainment and leisure, financial and banking services, information services, retailing and travel, and tourism) determined that 30% had facilities for conducting online transactions and only 7% charged for site access. Overall, Web sites were rated high in ease of access, content, and…

A survey of Singapore-based firms in computer/information technology, hospitality, manufacturing, retail, travel, publishing, and banking/finance that use the Internet for business found that most of the respondents use the Internet for marketing and advertising, customer service and support, information gathering, and, to a lesser degree,…