Abstract
There has been a rapidly increasing establishment of distance selling businesses the last ten years. Many of those organisations have chosen Internet as their primary (and sometimes only) customer communication medium. Others have chosen to offer their customers a wide range of communication media. There are reasons for both these decisions, but both choices may also cause problems. Organisations that only offer one way of com. munication might exclude some customer groups, since different customers prefer different media. Organisations that allow many communication media might, on the other hand, be trapped in this generosity, since each medium added to the communication media portfolio means more channels to maintain.
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Axelsson, K., Johansson, BM. (2006). Product Characteristics Influencing Customer Communication Media Portfolio in Distance Selling Settings. In: Nilsson, A.G., Gustas, R., Wojtkowski, W., Wojtkowski, W.G., Wrycza, S., Zupančič, J. (eds) Advances in Information Systems Development. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-36402-5_8
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DOI: https://doi.org/10.1007/978-0-387-36402-5_8
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