Retail store layout characteristics as a mechanism for enhancing customer relationships in a retail website environment Online publication date: Sun, 20-Feb-2005
by Craig A. Martin, Mark L. Gillenson, Robert P. Bush, Daniel L. Sherrell
International Journal of Internet Marketing and Advertising (IJIMA), Vol. 1, No. 4, 2004
Abstract: As retailers move into the realm of designing website environments, three critical elements of commerce, content and community must be addressed in order to build and facilitate customer relationships. Yet, as often happens with the internet, the enthusiasm generated by future technology overshadows reality. Many retailers have not yet achieved the basics of customer retention, loyalty, and intimacy in the online world as they have in the brick and mortar setting. In this paper, the authors explore the use of established and successful store layout and design characteristics as applied to a retailer's website environment. The utilisation of these characteristics in terms of building stronger customer relationships through the elements of commerce, content, and community in a web page environment is addressed.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Internet Marketing and Advertising (IJIMA):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com