Channel Management Strategy in the eCommerce Environment - A Portfolio Management Approach

Jung, Timothy; Louvieris, Panos; Oppewal, Harmen

doi:10.1007/978-3-7091-6132-6_2

Cited by 6 publications

(1 citation statement)

References 7 publications

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“…The PC-Internet route still dominates the e-business consumer market, but there are now indications that the PC market is contracting as new IADs enter the marketplace. 19,20 Other channels, which include digital television and mobile telecommunications, will increase access to interactive means of entertainment and e-business. Driven by the UK government's indicated intention to eliminate analogue television between 2006 and 2010, the proportion of households adopting digital television in the UK is estimated to be around the 80 per cent level by 2008.…”

Section: Multi-channel Drivers In E-businessmentioning

confidence: 99%

Managing customer behaviour dynamics in the multi-channel e-business environment: Enhancing customer relationship capital in the global hotel industry

Louvieris

Driver²,

Powell-Perry³

2003

Journal of Vacation Marketing

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Managing the dynamics of customer behaviour in the rapidly emerging multi-channel e-business environment is complex. Establishing an enduring and profitable dialogue with a customer requires that online relationship management applications can accommodate the channel variety in the customer’s e-communications portfolio, including their buyer behaviour dynamics. With reference to the global hotel industry, this paper considers the impact of Internet multi-channel access on the customer decision-making process; how differences in buyer behaviour and loyalty level influence the relationship management process; and the implications of effectively managing buyer behaviour and the provision of multi-channel customer accessibility for competitive advantage.

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Section: Multi-channel Drivers In E-businessmentioning

confidence: 99%