Using the Service Encounter Model to Enhance Our Understanding of Business-To-Consumer Transactions in an eEnvironment
Nelson Massad and Kevin Crowston
What the article is about:
Internet plays a progressively greater role in human life. Currently it is complicated to think about a person who is not aware of the terms “search engine”, “site” or “Web Page”. It was noted that the number of Internet users increases annually, so the number of customers, who wish to have the access to a huge amount of information on different products and services through service providers, also increases. Today the number of online start-ups and complement companies is magnifical, so consumers can do business with such providers, but ...