An expectation exists, particularly in the U.S.A., that B2C web-site operators will provide public notice of their practices in relation to the personal data that they hold. Such documents are referred to in this paper as 'privacy policy statements' (PPS). Privacy is an important element in consumer trust, and hence in a consumer's decision to make purchases using Internet commerce services. PP...

Managers are heavily engaged in strategic decision-making for businesses, particularly in a changing environment. One of the most important decisions for online small businesses, as part of their strategic planning, is selecting relevant features on their websites, both to attract and interact with consumers. However, only a few Australian small businesses use strategic tools for selecting thei...

New technologies have fostered a shift from a transaction-based economy through an Electronic Data Interchange (EDI) informational-exchange economy to relationship-based Electronic Commerce (EC) one (Keen 1999.) We have moved from “first order” transactional value exchanges through “secondorder” informational value exchanges to “third-order” relational value exchanges (Widmeyer 2004.) Three imp...

Abstract Customer relationship management (CRM) is a strategic approach to manage an organization’s interaction with current and potential customers. Artificial Intelligence (AI) can analyze huge volume of data without human intervention. The integration AI existing legacy CRM system in the business customer (B2C) makes sense given massive for growth integrated system. Failure plan AI-CRM techn...

Purpose This paper aims to examine how modern, digital era customers in a business-to-consumer (B2C) setting prioritize salesperson-customer orientation attributes when evaluating their expectations regarding interactions with salespeople, as well impact on positive and negative word-of-mouth. In addition, the research further investigates which salesperson have an overall customer experience s...

Zusammenfassung Die Anzahl der Bestellungen im B2C-E-Commerce nimmt stetig zu und so auch die Retouren (vgl. Asdecker et al. 2021, S. 606). Bei einigen Online-Shops wurde dieses Wachstum durch Corona-Pandemie begünstigt, was dazu führte, dass logistischen Prozesse dem starken Anstieg nicht mehr gewachsen sind. Vor allem kleine Unternehmen mit nicht-digitalisierten Prozessen haben Schwierigkeite...