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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Web-Based Customer Loyalty Efforts and Effects on E-Business Strategy

Web-Based Customer Loyalty Efforts and Effects on E-Business Strategy
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Author(s): Guisseppi Forgionne (University of Maryland, USA) and Supawadee Ingsriswang (Information Systems Laboratory, Thailand)
Copyright: 2009
Pages: 6
Source title: Encyclopedia of Information Science and Technology, Second Edition
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-60566-026-4.ch655


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Despite continued market growth, a number of Web sites have been unprofitable. Some notable failures were eToys. com,,,, and valueamerica. com. An examination of the companies’ IPO filings suggests that the collapses were caused by cut-price strategies, overinvestment, incorrect expectations, and non-profitability. Surviving in the digital market has become a critical challenge for Web managers. To face the business challenge, Web managers and marketers demand information about Web site design and investment effectiveness (Ghosh, 1998). As the rate and diversity of product/service innovation declines and competition intensifies, Web managers need better research on Internet-related investment decisions (Donath, 1999; Hoffman, 2000). The original article examined the role of customer retention actions in these decisions (Forgionne & Ingsriswang, 2005). This article updates the original analysis by incorporating new research on comprehensive e-business strategy models.

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