Supporting the online consumer decision process : electronic commerce in a small Australian retailer
Scheepers, Rens 2001, Supporting the online consumer decision process : electronic commerce in a small Australian retailer, in ACIS 2001 : Proceedings of the 12th Australasian Conference on Information Systems : 4-7 December 2001 Coffs Harbour, NSW, Australia, ACIS, Coffs Harbour, N. S. W..
The paper explores ways in which online retailers of physical products can utilise the Internet to support their consumers’ decision making processes. The approach followed by a small Australian retailer in selling boots online is examined. The case is analysed using theoretical constructs from consumer behaviour. It is concluded that it is indeed feasible even for small online retailers to successfully sell “look and feel” type goods such as footwear over the Internet. However, for this to occur, high levels of customer support is essential and online retailers need to engender consumer trust in terms of payment processing and product delivery.
Field of Research
089999 Information and Computing Sciences not elsewhere classified
Socio Economic Objective
970108 Expanding Knowledge in the Information and Computing Sciences