The Internet presents many possibilities by which small firms can better identify and exploit marketing opportunities. A prerequisite to successful on‐line firm‐customer interactions is the existence of a trusting bond between the network players. This research study examines the extent to...

Purpose – This paper reports the findings of the latest, quantitative phase of a continuing study that explores the impact of the internet on bank‐customer relationships. The specific aim is to shed light on customers' own views about when, how and in which circumstances personal contact...