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Managing Customer Behaviour in the Multichannel e-Business Environment

By Panos Louvieris, John Driver and Jan Powell-Perry

Abstract

Managing the dynamics of customer behaviour in the rapidly emerging multichannel eBusiness 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\u27s eCommunications portfolio including their buyer behaviour dynamics. With reference to the hotel industry, this paper considers (a) the impact of Internet multichannel access on the customer decision making process; (b) how differences in buyer behaviour and loyalty level influence the relationship management process; and (c) the implications of effectively managing buyer behaviour and the provision of multichannel customer accessibility for competitive advantage

Topics: E-Commerce, Management Information Systems
Publisher: AIS Electronic Library (AISeL)
Year: 2001
OAI identifier: oai:aisel.aisnet.org:iceb2001-1037

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