Trust Transfer on the World Wide Web
Organization Science
E-service: a new paradigm for business in the electronic environment
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 7 - Volume 7
The role of usability and satisfaction in the consumer's commitment to a financial services website
International Journal of Electronic Finance
Balancing IT with the Human Touch: Optimal Investment in IT-Based Customer Service
Information Systems Research
The influence of the commercial features of the Internet on the adoption of e-commerce by consumers
Electronic Commerce Research and Applications
The challenge for multichannel services: Cross-channel free-riding behavior
Electronic Commerce Research and Applications
Research Note---Online Price Dispersion: A Game-Theoretic Perspective and Empirical Evidence
Information Systems Research
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The Internet has significantly increased the bargaining power of consumers. Many online shopping search engines allow consumers to find most retailers that sell a specific product, compare product prices, and review detailed store ratings. With competition just a click away, online retailers have little control over where consumers would shop. Offering the lowest price alone does not always guarantee that consumers will come and buy at your site. Other non-price attributes, such as service quality and a merchant's brand recognition, also play important roles in helping online retailers to build competitive advantages. In this paper, we present a model of price competition that assumes e-tailers can mainly differentiate themselves by providing different levels of service and by establishing a different online recognition. Closed-form equilibrium solutions are obtained for the different scenarios that may arise in this model. Based on such solutions, we give managerial insights on how e-tailers should position themselves when parameters such as service cost, service levels, and recognition are varied.