Given the rapid growth of Internet sales, e-services (both pure and mixed-sex "clicks and mortar" playing the market), are faced with a difficult task: What added value, especially if they offer to gain market share and profits, while how to really effectively address operational and financial constraints embedded in a perfect paradigm of the market? Explores the similarities and differences in consumer values and switching inertia between different segments of customers for electronic financial services in the United States. Through national, online, customer-choice experiment involving 2200 customers online, the authors found that the customer values differ by segment and online features (such as a traditional data cited and buy / sell decision support service cost, access the brick-and-mortar retailers, as well as a variety of formats online access). The results of this study have both managerial and research implications for the design and operation strategy of the development of electronic services in other industries as well. "Hide
by Rohit Verma, Zafar Iqbal, Gerhard Plaschka Source: California Management Review 28 pages. Publication Date: August 1, 2004. Prod. #: CMR290-PDF-ENG
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