A Conceptual Analysis of the e-Channel’s Multifaceted Nature in the 21st Century
Year of publication: |
2007-12-01
|
---|---|
Authors: | Zaugg, Alexandra Daniela |
Institutions: | Institut für Wirtschaftsinformatik <Bern> |
Published in: | |
Subject: | Verbraucherverhalten | Kundenmanagement | Customer relationship management | Kommunikationsanalyse | communication anaylsis | E-Commerce |
- 1 Introduction
- 2 Framework to Describe Channels for c2b Communciation
- 2.1 Transmitting Device
- 2.2 Interaction Type
- 2.3 Mode of Communication
- 2.4 Richness of a Channel
- 2.5 Costs and Benefits
- 2.6 Suitability
- 3 Classification of Communication Channels
- 4 Channel Analysis
- 4.1 Letter / Fax
- 4.2 Phone
- 4.3 Point of Sale (POS)
- 4.4 Computer-Mediated Communication (CMC)
- 5 Conclusion
- Literature
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Customer relationship management and the impact of e-coupons on B2C retail markets
Smith, Alan D., (2019)
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Kommunikationspotentialanalyse (KPA)
Peter, Gerd, (1999)
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Customer Relationship Management : Electronic Customer Care in the new economy ; with 8 tables
Muther, Andreas, (2002)
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Gubelmann, Patrick, (2007)
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Kulturelle Unterschiede im Beschwerdeverhalten – Ein Vergleich zwischen Deutschschweiz und Romandie
Müller, Yvonne, (2007)
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Gnädinger, Susan, (2007)
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