000			01388naa a2200193uu 4500
001			10963
003			OSt
005			20190211155239.0
008			030210s2005 xx ||||gr |0|| 0 eng d
100	1		_aWALSH, John _911150
245	1	0	_aThe internet : _ba new era in customer service
260			_c2000
520	3		_aE-commerce, or shopping electronically via the internet, is revolutionising the way retailers do business. E-tailers offer better customer service than their bricks and mortar counterparts. They personalise sites, create opportunities for customisation and provide added value. They treat customers as individuals instead of segments. They make mass customisation possible. Going far beyond a customer's current expectations,they create customer loyalty. Traditional retailers need to rethink their current strategies. They must refocus on the customer. They have an opportunity to leverage their strangths, utilise their pshysical presence and create a totally new shopping experience. some retailers recognise this and have responded. Several diverse strategies are emerging. If traditional retailers do not respond they are in danger of becoming extinct
700	1		_aGODFREY, Sue _919904
773	0	8	_tEuropean Management Journal _g18, 1, p. 85-92 _d, 2000 _w
942			_cS
998			_a20030210 _bCassio _cCassio
998			_a20060728 _b1650^b _cQuiteria
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c11087 _d11087
041			_aeng