Faculty Publications

Document Type

Article

Publication Date

January 2005

Abstract

This baseline survey of 517 executives examined relationship management within business-to-business (B2B) e-commerce. Companies that employed B2B e-commerce evidenced communication and public relations tenets of relationship management. They allowed consumers to order and pay online, to access online support, to contact the company or sales staff, and to get product information. Engendering loyalty, by tracking customer satisfaction, was weak. Commitment to B2B e-customers was high, evidenced through personnel dedicated to B2B e-commerce and stated organizational commitment.

Comments

Copyright © 2005 Journal of Magazine & New Media Research.

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