ABSTRACT

The Internet has vastly changed the ways in which consumers interact with companies, and the ways companies deliver services to customers. Think about the last time you needed to transfer money from one bank account to another. Did you go to a bank branch and actually speak with a teller? Or did you go online to your bank’s Web site? How about the last time you needed to get an airline ticket? Did you speak with a travel agent or an airline representative? Or did you visit an online travel agency or an airline-specific Web site to get flight schedule and pricing information, possibly making the purchase of the ticket online as well? When you were last confronted with a health question, did you call your physician, or did you first check a healthoriented Web site to try to find an answer?