E‐services and their role in B2C e‐commerce
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 2002
Abstract
E‐services are important in B2C e‐commerce for managing customer relations and enhancing sales. In the electronic world the customer and the merchant do not meet face‐to‐face, and the clients are more discerning with increased options and solutions available to them online. With the click of a mouse a customer can find another provider. As customers embrace e‐commerce their expectations about service, support, and how they make purchases are changing. Services to customers offered electronically to enhance their online shopping experience include search support, e‐response to customer queries, orders and transactions, e‐payment, e‐transaction record management, e‐assurance and trust, e‐help and other online support in the B2C e‐space. This paper discusses the role of e‐services in B2C e‐commerce and how they can be applied to enhance the online customer shopping experience. Findings of two research projects that shed some light on both business and customer perspectives of the role of e‐services in the B2C e‐commerce are launched in this paper.
Keywords
Citation
Singh, M. (2002), "E‐services and their role in B2C e‐commerce", Managing Service Quality: An International Journal, Vol. 12 No. 6, pp. 434-446. https://doi.org/10.1108/09604520210451911
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited