E-Commerce Customer Relationship Management HICSS-38

The first session focuses on trust ant its relationship on customers. This session has three papers leading off with a paper by Serino, Furner, and Smatt entitled “making it personal: how personalization affect trust over time.” The objective of the paper is to examine trust as it applies to developing stable relationships in electronic environments. The second paper by Kim and Tadisina, “factors impacting customers’ initial trust in ebusiness: an empirical study,” investigates trust in start-up companies. The results suggest that website quality has a significant impact on customers’ initial trust. The third paper by Kim and Kim is another empirical paper “a study of online transaction selfefficacy, consumer trust, and uncertainty reduction in electronic commerce transaction.” This paper is one of the initial papers that have investigated self-efficacy on a consumers purchasing behavior. The second session consists of four papers that deal with models and business frameworks. The first paper by Khalifa and Shen, “effects of electronic customer relationship management on customer satisfaction: a temporal model,” explores the relationship among pre-purchase, at-purchase, and post-purchase eCRM and customer satisfaction. The second paper by Brohman, Piccoli, Watson and Parasuraman, NCSS process completeness: construct development and preliminary validation,” describes the results of exploratory field research on networkedbased computerized information systems in regards to customer sales transactions. Boehm and Gensler, “evaluating the impact of the online sales channels on customer profitability,” objective is to identify the sources of profitability differences between online and offline customers for the development of effective multi-channel management strategies. The last paper by Schubert and Hampe, “business model for mobile communities,” address and develops a research framework to study mobile communities and business.