Opportunities and threats from the internet

To address this issue we first asked how closely the 15 specific consequences were correlated with the overall judgment of the managers about the impact of the internet on customer relationships. These multiple regression results with standardized coefficients are reported in Table II[3]. The main conclusion is that the threats had very little influence on the overall judgment of the impact of the internet on customer relationships. Conversely the perceived opportunities to reduce service costs, link customer contact points within the firms, and encourage feedback and dialogue with customers were very influential.

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