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The internet: a new era in customer service

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  • Walsh, John
  • Godfrey, Sue

Abstract

E-commerce, or shopping electronically via the internet, is revolutionising the way retailers do business. E-tailers offer better customer service than their bricks and mortar counterparts. They personalise sites, create opportunities for customisation and provide added value. They treat customers as individuals instead of segments. They make mass customisation possible. Going far beyond a customer's current expectations, they create customer loyalty. Traditional retailers need to rethink their current strategies. They must refocus on the customer. They have an opportunity to leverage their strengths, utilise their physical presence and create a totally new shopping experience. Some retailers recognise this and have responded. Several diverse strategies are emerging. If traditional retailers do not respond they are in danger of becoming extinct.

Suggested Citation

  • Walsh, John & Godfrey, Sue, 2000. "The internet: a new era in customer service," European Management Journal, Elsevier, vol. 18(1), pages 85-92, February.
    • Handle: RePEc:eee:eurman:v:18:y:2000:i:1:p:85-92
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    Cited by:

    1. Shefali Jaiswal & Anurag Singh, 2020. "Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction," Paradigm, , vol. 24(1), pages 41-55, June.
    2. Michel Serieys, 2006. "Continuité ou discontinuité : un test empirique de la Satisfaction des Internautes pour les Fournisseurs d'Accès et de Services Internet," Post-Print halshs-00134432, HAL.
    3. Sang Lee & Jinhan Kim & Yeonog Choi & Sang-Gun Lee, 2009. "Effects of IT knowledge and media selection on operational performance of small firms," Small Business Economics, Springer, vol. 32(3), pages 241-257, March.

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