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Characteristics of product/service process and customer needs of geographical accessibility in electronic commerce

Sung‐Eui Cho (Institute for Management Research, Sungkyunkwan University, Seoul, South Korea)
Kwangtae Park (Graduate School of Business Administration, Korea University, Seoul, South Korea)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 December 2003

3835

Abstract

The necessity of geographical accessibility between service provider and the customer has been essential for face‐to‐face contact in many service industries. However, the emergence of electronic commerce (EC) and new technologies has altered the concept of location and geographical accessibility of service industries in a traditional economy. This study developed factors representing characteristics of product/service processes and verified that those factors are significantly related to customer needs of geographical accessibility in the transactions of EC. In addition, it investigated the relationships with the reasons for customer needs of geographical accessibility. Data for analyses were collected through customer surveys and statistically analyzed through exploratory factor analysis, multiple regression analysis, and canonical correlation analysis.

Keywords

Citation

Cho, S. and Park, K. (2003), "Characteristics of product/service process and customer needs of geographical accessibility in electronic commerce", International Journal of Service Industry Management, Vol. 14 No. 5, pp. 520-538. https://doi.org/10.1108/09564230310500200

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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