This special issue of the International Journal of electronic commerce focuses on consumer-focused processes in e-commerce. The quality of these processes can have lasting effects on the relationships between businesses and their customers. Inadequate service levels will lower customer satisfaction and retention and, ultimately, hamper business success. Increasingly customers using these services are dealing directly with information and communication technology (ICT) systems and applications, or ICT-mediated channels rather than face-to-face. This has created new challenges for businesses. Many are now implementing a range of customer-centric, electronic-customer relationship management (e-CRM) systems. However, these systems need to be followed up by the delivery of quality on-line services in order to satisfy and retain customers. The subject of the special issue is derived from the best papers in the three mini-tracks of the 40th Hawaii International Conference on System Sciences (HICSS-40).
The latest issue of the International journal of electronic commerce (Vol. 12:3) can be found in the journals collection located in the library basement.
Alternatively, current staff, students and faculty can use Article Finder (available via Portal) to find out which of our databases provides full-text access to this journal.