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|Title:||Matching customer expectations and perceptions in e-commerce|
|Authors:||Archer, Norman P.|
Head, Milena M.
McMaster University, Michael G. DeGroote School of Business
|Keywords:||Trust;Electronic commerce;Model;Customer expectations;Customer perceptions;Business;Business|
|Series/Report no.:||Research and working paper series (Michael G. DeGroote School of Business)|
|Abstract:||<p>In addition to lack of physical infrastructure, there are other unrelated barriers to the growth of e-commerce. These result from the unwillingness of customers to engage in online transactions even if the infrastructure is in place. In this paper we discuss a number of these issues, including particularly lack of trust, and propose a model that links the components of the customer-vendor relationship logically. The model provides a structure to analyze and potentially mitigate the causes of the gap between customer expectations from online commerce and their perceptions of what the vendor offers.</p>|
|Description:||<p>17 leaves : ; Includes bibliographical references (leaves 16-17). ; "February, 2001"; </p> <p>This research was supported financially by the Social Sciences and Humanities Research Council of Canada.</p>|
|Appears in Collections:||DeGroote School of Business Working Paper Series|
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