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http://hdl.handle.net/11375/5436| Title: | Matching customer expectations and perceptions in e-commerce |
| Authors: | Archer, Norman P. Head, Milena M. Yuan, Yufei McMaster University, Michael G. DeGroote School of Business |
| Keywords: | Trust;Electronic commerce;Model;Customer expectations;Customer perceptions;Business;Business |
| Publication Date: | Feb-2001 |
| Series/Report no.: | Research and working paper series (Michael G. DeGroote School of Business) no. 451 |
| 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> |
| URI: | http://hdl.handle.net/11375/5436 |
| Identifier: | dsb/10 1009 4944029 |
| Appears in Collections: | DeGroote School of Business Working Paper Series |
Files in This Item:
| File | Size | Format | |
|---|---|---|---|
| fulltext.pdf | 440.36 kB | Adobe PDF | View/Open |
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