Feinberg, Richard A.; Kadam, Rajesh; Hokama, Leigh; … - In: International Journal of Retail & Distribution Management 30 (2002) 10, pp. 470-481
This paper analyzes the availability of electronic customer relationship management (E‐CRM) features on retail Web sites and their relationship to consumer satisfaction and site traffic. The top 100 specialty store, standard retail store, and Internet retailer Web sites were analyzed for the...