The value of Internet commerce to the customer
Abstract
Internet commerce has the potential to offer customers a better deal compared to purchases by conventional methods in many situations. To make this potential a reality, businesses must focus on the values of their customers. We interviewed over one-hundred individuals about all the pros and cons of using Internet commerce that they experienced or envisioned. The results were organized into twenty-five categories of objectives that were influenced by Internet purchases. These categories were separated into means objectives and fundamental objectives used to describe the bottom line consequences of concern to customers. These results are applicable to designing an Internet commerce system for a business, creating and redesigning products, and increasing value to customers. The set of fundamental objectives also provides the foundation for developing a quantitative model of customer values.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Scholars argue that online shopping itself does not have any value but is a way of transaction; the best way to dig out the value of online shopping is to directly ask the users.
“Scholars argue that online shopping itself does not have any value but is a way of transaction; the best way to dig out the value of online shopping is to directly ask the users [52].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [52]
Cites
Decision analysis and behavioral research
von Winterfeldt, D., & Edwards, W. (1986) · Medical Entomology and Zoology · Cited by 3,060 · see citing works
Keeney, R. L. (1996) · Harvard University Press eBooks · doi:10.2307/j.ctv322v4g7 · Cited by 776 · see citing works
Self-citationValue innovation: the strategic logic of high growth.
Kim, W. C., & Mauborgne, R. A. (1998) · PubMed · Cited by 751 · see citing works
Measurable Multiattribute Value Functions
Dyer, J. S., & Sarin, R. K. (1979) · Operations Research · doi:10.1287/opre.27.4.810 · Cited by 680 · see citing works
(1995) · Long Range Planning · doi:10.1016/0024-6301(95)91061-1 · Cited by 467 · see citing works
Independence in Utility Theory with Whole Product Sets
Fishburn, P. C. (1965) · Operations Research · doi:10.1287/opre.13.1.28 · Cited by 331 · see citing works
New Industrial Product Design and Evaluation Using Multiattribute Value Analysis
Keeney, R. L., & Lilien, G. L. (1987) · Journal of Product Innovation Management · doi:10.1016/0737-6782(87)90003-8 · Cited by 60 · see citing works
Self-citationUtility Structure of a Medical Decision-Making Problem
Krischer, J. P. (1976) · Operations Research · doi:10.1287/opre.24.5.951 · Cited by 34 · see citing works
Weaver, A. C., Vetter, R., Whinston, A. B., et al. (2000) · Computer · doi:10.1109/mc.2000.876289 · Cited by 33 · see citing works
Fabel, O., & Lehmann, E. E. (2000) · SSRN Electronic Journal · doi:10.2139/ssrn.213088 · Cited by 15 · see citing works
Flagged first, then by citations
Cited by
Sorted by citations
The moderating effect of customer perceived value on online shopping behaviour
Hsin Chang, H., & Wang, H. (2011) · Online Information Review · doi:10.1108/14684521111151414 · Cited by 398 · see citing works
Online Shopper Behavior: Influences of Online Shopping Decision
SCG Trading Services Co. Ltd, Katawetawaraks, C., Wang, C. L., & University of New Haven (2011) · Asian Journal of Business Research · doi:10.14707/ajbr.110012 · Cited by 303 · see citing works
Cenfetelli, R. T., Benbasat, I., & Al-Natour, S. (2008) · Information Systems Research · doi:10.1287/isre.1070.0163 · Cited by 272 · see citing works
Shopping and word-of-mouth intentions on social media
Mikalef, P., Giannakos, M., & Pateli, A. (2013) · Journal of theoretical and applied electronic commerce research · doi:10.4067/s0718-18762013000100003 · Cited by 265 · see citing works
Factors influencing satisfaction and loyalty in online shopping: an integrated model
Lin, G. T. R., & Sun, C. (2009) · Online Information Review · doi:10.1108/14684520910969907 · Cited by 241 · see citing works
A cross-cultural investigation of consumer e-shopping adoption
Choi, J., & Geistfeld, L. V. (2004) · Journal of Economic Psychology · doi:10.1016/j.joep.2003.08.006 · Cited by 210 · see citing works
A comprehensive model of perceived risk of e-commerce transactions
Glover, S., & Benbasat, I. (2010) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415150202 · Cited by 196 · see citing works
Ozuem, W., Ranfagni, S., Willis, M., Rovai, S., & Howell, K. (2021) · Psychology & Marketing · doi:10.1002/mar.21527 · Cited by 140 · see citing works
The mediation of cognitive attitude for online shopping
Chang, S.-H., Chih, W.-H., Liou, D.-K., & Yang, Y.-T. (2016) · Information Technology & People · doi:10.1108/itp-08-2014-0172 · Cited by 133 · see citing works
Crutzen, R., Cyr, D., & de Vries, N. K. (2012) · Journal of Medical Internet Research · doi:10.2196/jmir.1922 · Cited by 91 · see citing works
Ramzan, S., Liu, C., Xu, Y., Munir, H., & Gupta, B. (2020) · Management of Environmental Quality: An International Journal · doi:10.1108/meq-02-2020-0028 · Cited by 48 · see citing works
Ma, Y., Ruangkanjanases, A., & Chen, S.-C. (2019) · Sustainability · doi:10.3390/su11215914 · Cited by 30 · see citing works
“Customers’ views are important in this digital age and companies need to know what consumers’ needs are before implementing an e-strategy to promote their products [52,113].”
BackgroundSocial presence and use of Internet-delivered interventions: a multi-method approach
Crutzen, R., Cyr, D., Larios, H., Ruiter, R. A. C., & de Vries, N. K. (2013) · PLoS ONE · doi:10.1371/journal.pone.0057067 · Cited by 12 · see citing works
Ukenna, S. I., Idoko, E. C., & Matthew, E. E. (2023) · International Journal of Electronic Business · doi:10.1504/ijeb.2023.132197 · Cited by 2 · see citing works
- Authors
- Keeney, R. L.
- Affiliations
- University of Southern California (US)
- Corresponding author
- Keeney, Ralph L.
- ORCID
- Keeney, Ralph L.
- Venue
- Management Science
- Published
- 1999-04
- Volume
- 45
- Issue
- 4
- Pages
- 533-542
- ISSN
- 0025-1909 (ISSN-L)
- 1526-5501
- OpenAlex
- W2160154797
- Cited by
- 810
- References
- 10
- Citations by year
- 2026: 2 · 2025: 7 · 2024: 10 · 2023: 31 · 2022: 13 · 2021: 23 · 2020: 17 · 2019: 28 · 2018: 23 · 2017: 26 · 2016: 34 · 2015: 37 · 2014: 40 · 2013: 55 · 2012: 44
- FWCI
- 75.31
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Management Science (publishedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- e-commerce, customer value, online shopping, e-commerce design, product redesign, customer value measurement
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
