Electronic retailing and distribution of services: cyber intermediaries that serve customers and service providers

Abstract

The rapid development of electronic commerce (e‐commerce) has seen emerging electronic service retailers attracting the interest of, and gaining the patronage of, both service providers and customers. However, there is consensus that the e‐commerce industry in general has not been able to cope with all the challenges of, and to realise the true potential of, the technology‐based marketplace. Through an extensive literature review and the use of industry examples, this article brings together existing theories and new realities in the emerging electronic market. Argues that, although the Internet marketplace possesses unique characteristics, which Web‐based businesses must be able to manage, there are certain traditional values that remain central to business success in all markets. Offers a detailed analysis of the various factors that influence the market success of an electronic service retailer and provides specific managerial implications for practitioners.

Citation

La, K.V. and Kandampully, J. (2002), "Electronic retailing and distribution of services: cyber intermediaries that serve customers and service providers", Managing Service Quality: An International Journal, Vol. 12 No. 2, pp. 100-116. https://doi.org/10.1108/09604520210421400