Artículos de revistas
Exploring Relationships between Products Characteristics and B2C Interaction in Electronic Commerce
The main purpose of the paper is to explore and discuss the influence of product type on customer interaction in electronic commerce. We have conducted two qualitative case studies in distance selling companies to inductively explore how the product characteristics of garments and music-CDs influence customer interaction. We apply a product classification scheme built on product theory to characterize and classify these products. By classifying product types according to this scheme we focus certain aspects; e.g., in which situation the customer usesthe product and, thus, experiences potential satisfaction. By appiying product theory to the electronic commerce context we are expanding this theory into a new área. Knowledge about product characteristics' influence on customer interaction in various phases of electronic commerce enriches and specifies the existing product theory. In order to put this theory contribution into practice, a set of focal questions with the aim to increase product understanding in an electronic commerce setting is formulated. The questions highlight product related issuesthat are importantto considerwhen deciding communication media in electronic commerce.