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Delivering Services via Internet: New Distribution Channel for Traditional Services

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Author Info
Durdana Ozretic Dosen (Graduate School of Economics and Business, Zagreb, Croatia)
Vatroslav Skare (Graduate School of Economics and Business, Zagreb, Croatia)
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, Internet 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.) Internet encourages disintermediation to certain extent, since it enables direct, two-way-communication without 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, Internet is relatively recent innovation available to consumers for household use.

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Publisher Info
Article provided by Faculty of Economics and Business, University of Zagreb in its journal Zagreb International Review of Economics and Business.

Volume (Year): 7 (2004)
Issue (Month): Special Conference Issue (December)
Pages: 141-152
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Handle: RePEc:zag:zirebs:v:7:y:2004:i:sci:p:141-152

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Related research
Keywords: services; Internet; Internet and service delivery;

Find related papers by JEL classification:
M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing
O31 - Economic Development, Technological Change, and Growth - - Technological Change - - - Innovation and Invention: Processes and Incentives

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