Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate...

We explore how the three dimensional (3D) technologies on the Internet, implemented as virtual worlds, can be used to deliver e-service. Our aim is to study how this 3D medium differs from the traditional 2D websites and how this can be exploited to deliver online service. We set up a field...