Does The Quality Of Online Customer Experience Create A Sustainable Competitive Advantage For E-Commerce Firms?

Topics:
Account Management
Tags:
Competitive Advantage,
Customer Experience,
E-business,
Quality,
Social Science Electronic Publishing Inc.
Source:
Social Science Electronic Publishing

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Overview: From the executive summary: ‘Claims have often been made that the quality of the online customer experience in terms of web site ease of use, selection of goods offered, quality of customer service, the effectiveness of virtual community building, and site personalization are crucial to the success of e-commerce firms. If differences in the quality of online experiences provide a long-term competitive advantage, then it is expected that a positive relation exists between quality of online experience and shareholder value. Skeptics, however, argue that any competitive edge arising from the quality of online customer experiences would simply be competed away through imitation and innovation by competitors.’ The paper examines these issues.

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Format: PDF | Size: 118KB | Date: Dec 2000 | Pages: 37

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