The paper identifies economic factors shaping customer bahaviour in on-line services in two interrelated dimensions; (1) economic needs and requirements, relevant to expected benefits and values perceived by customers; (2) technical components, allowing technical realization of on-line services. Technical components were cathegorized into four groups, creating so-called VIPR model: Visual, Interactive, Process and Relationship-relevant elements. The study revealed prioritization data for the main economic factors, showing that attractive price, security and information are main economic needs of on-line consumers participating in the study. A catalogue of design patterns has been developed, as a part of guidelines for designing not only usability-oriented but primarily business- and economics-oriented on-line services. These guidelines will be useful for enterpreneurs, also in SMEs, who want to enhance on-line services quality and improve relationships with their customer base.
Authors
Additional information
- Category
- Aktywność konferencyjna
- Type
- publikacja w wydawnictwie zbiorowym recenzowanym (także w materiałach konferencyjnych)
- Language
- angielski
- Publication year
- 2009
