Abstract
This article describes a framework of analysis that categorizes features of website design in a matrix of business functions versus customer values. The framework supports a development plan for a commercial website that may involve all aspects of a transaction. It also includes examples of Web features that could be evaluated from the visitor or customer perspective. As customers might have a different view from the company, the framework chooses Web features that are directly related to customer values: those which may bring only strategic advantages to the company but are intangible to customers are deliberately ignored.
| Original language | English |
|---|---|
| Pages (from-to) | 15-21 |
| Number of pages | 7 |
| Journal | Information and Management |
| Volume | 38 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - Oct 2000 |
Keywords
- E-marketing
- E-services
- E-transaction
- Process-value matrix
- Web attributes