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Essay / Research Paper Abstract
This 15-page paper discusses customer service and satisfaction when it comes to e-commerce. Bibliography lists 20 sources.
Page Count:
15 pages (~225 words per page)
File: AS43_MTonlicust.rtf
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Unformatted sample text from the term paper:
the customer is returning merchandise he/she isnt very happy with. The readiness and willingness of the store to deal with the customers complaint tends to be the measure by which
the customer will like the store enough to return to it in the future. The person who has to wait forever in line to return merchandise, then ends up in
an argument with the person behind the counter isnt likely to relish returning to that store any time soon - if ever - as a customer.
But customer service involves so much more than simply an ability to return merchandise easily. As well see throughout this paper, customer service involves how a
customer is treated by a company throughout the buying process, from the moment the customer sets foot in the store, throughout the purchasing event, and even the return afterward, if
that is necessary. But what happens to customer service in an online context? After all, when it comes to a virtual website, the
customer cant really go in to shop, wait in a checkout line, and then have a place to go if shes not happy with the merchandise. Given this, the customer
service experience for the online shopper is vastly different than one who uses her feet and goes into a bricks-and-mortar retail center. Its
different, but in many ways, the same. The whole point of customer service is satisfaction with the buying experience. There can be a satisfying buying experience online, but it involves
a little different perspective; an easy-to-navigate website, a vendor name that can be trusted and a two-way interaction experience. These are just some of the aspects that help an e-commerce
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