Original scientific paper
Delivering Services via Internet: New Distribution Channel for Traditional Services
Đurđana Ozretić Došen
; Graduate School of Economics and Business, Zagreb, Croatia
Vatroslav Škare
Abstract
Traditionally, services have been characterised as low tech and high face-to-face contacts. Today, information technology offers many opportunities for service providers. Thus, Intemet presents new way for production, communication and distribution of services. In terms of distribution, for many traditional services (e.g. banking, insurance, travel, retail, etc.) lntemet encourages disintermediation to certain extent, since it enables direct, two-way-communication withouh the need of going to the service outlet. But, this also means that customers must be motivated, willing and capable of using the Internet in their buying decisions and processes. In Croatia, Intemet is relatively recent innovation available to consumers for household use.
Keywords
services; Intemet; Internet and service delivery
Hrčak ID:
101305
URI
Publication date:
1.12.2004.
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