The Notion of “Promises” in the Context of Web Site Design

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Author(s): Fatina Aweidah (Cornell Group, New Zealand) and Felix B. Tan (Auckland University of Technology, Australia)
Copyright: 2005
Pages: 4
Source title: Managing Modern Organizations Through Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-822-2.ch164
ISBN13: 9781616921293
EISBN13: 9781466665354

Keywords: Information Science Reference / IT Research & Theory / IT Research and Theory / Library & Information Science

Abstract

Building and maintaining customer relationships is crucial in order to market products or services. We argue that this also holds true in the online environment. This paper presents a framework to evaluate the quality and effectiveness of B2C websites. The framework is grounded on the notion of promises in the field of service relationship marketing. Relationship may be initiated by making promises but those relationships have to be maintained and enhanced by enabling those promises using the proper tools and keeping promises for future encounters with the website.

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