IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-981-16-1442-2_3.html
   My bibliography  Save this book chapter

The Importance of E-Commerce and Customer Relationships in Times of COVID-19 Pandemic

In: COVID-19, Technology and Marketing

Author

Listed:
  • Margarida Oliveira

    (ISCAC—Higher Institute of Accounting and Administration of Coimbra)

  • Fernando Tavares

    (ISCET—Higher Institute of Business and Tourism)

  • Ana Diogo

    (Higher Institute of Management and Administration of Leiria)

  • Vanessa Ratten

    (La Trobe University)

  • Eulália Santos

    (ESTG—Polytechnic of Leiria)

Abstract

A digital transformation in the world, the purchase of products, or possible services, is just a click away through e-commerce. The online consumer is increasingly knowledgeable and demanding. That’s why in online shopping it is important to maintain the good relationship between the company and the customer. This investigation aims to study the importance of the e-commerce in the context of a COVID-19 pandemic and relationship with customers. In terms of methodology, the questionnaire was used, with the sample consisting of 306 individuals who shopped online at least once. The results show that, since the quarantine of the COVID-19 pandemic, most of the individuals have started to use e-commerce more often. Data also show a positive and significant relationship between the dimensions of the e-commerce scale and the relationship with customers. It is expected that this study will contribute to the increase in the scientific knowledge of retailers, and a better identification of products purchased online, the type of actions valued by consumers, as well as the relationship of customers with the e-commerce. This knowledge can be essential for the definition and the implementation of policies and management strategies for the e-commerce platforms that enhance better organizational results.

Suggested Citation

  • Margarida Oliveira & Fernando Tavares & Ana Diogo & Vanessa Ratten & Eulália Santos, 2021. "The Importance of E-Commerce and Customer Relationships in Times of COVID-19 Pandemic," Springer Books, in: Vanessa Ratten & Park Thaichon (ed.), COVID-19, Technology and Marketing, edition 1, chapter 0, pages 33-58, Springer.
    • Handle: RePEc:spr:sprchp:978-981-16-1442-2_3
    DOI: 10.1007/978-981-16-1442-2_3
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-981-16-1442-2_3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.