Ekonomiczne Problemy Usług (Jan 2015)

Logistyczna obsługa klienta jako determinanta zakupów w handlu elektronicznym

  • Krystyna Iwińska-Knop

Journal volume & issue
Vol. 117


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Dynamic development of e-commerce, which can be observed based on the expansion of new entrants and growing acceptance of internet purchases is confronted with modern market conditions. Traditional marketing instrument, such as price, product offerings or promotion do not suffice. Research points out to the increasing role of logistics in customer service – how the goods actually get delivered to the customer. The article emphasises the role of logistics in the internet sales process. E-client has been defined, based on empirical studies as well as studies of other authors. Based on the above, clients attitudes and expectations towards online shopping have been presented