The growth of Internet technology and electronic commerce has not been matched by theoretically-guided social science research. Clear and well designed consumer research is needed to describe, explain, and predict what will happen to this changing landscape. The primary purpose of this study is...

The growth of Internet technology and electronic commerce has not been matched by theoretically-guided social science research. Clear and well designed consumer research is needed to describe, explain, and predict what will happen to this changing landscape. The primary purpose of this study is...

Intro -- Contents -- Preface -- Chapter 1 -- Chapter 2 -- Chapter 3 -- Chapter 4 -- Chapter 5 -- Section 1 -- Chapter 6 -- Chapter 7 -- Chapter 8 -- Chapter 9 -- Chapter 10 -- Chapter 11 -- Chapter 12 -- Chapter 13 -- Chapter 14 -- Chapter 15 -- Chapter 16 -- Chapter 17 -- Chapter 18 -- Chapter...

Multi-channel retailers that utilize an e-CRM approach stand to benefit in multiple arenas by providing targeted customer service as well as gaining operational and competitive advantages. To that end, it is inherent that multi-channel retailers better understand how satisfaction—a...