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Delivering Services via Internet: New Distribution Channel for Traditional Services


  • Durdana Ozretic Dosen

    (Graduate School of Economics and Business, Zagreb, Croatia)

  • Vatroslav Skare

    (Graduate School of Economics and Business, Zagreb, Croatia)


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.

Suggested Citation

  • Durdana Ozretic Dosen & Vatroslav Skare, 2004. "Delivering Services via Internet: New Distribution Channel for Traditional Services," Zagreb International Review of Economics and Business, Faculty of Economics and Business, University of Zagreb, vol. 7(Special C), pages 141-152, December.
  • Handle: RePEc:zag:zirebs:v:7:y:2004:i:sci:p:141-152

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    More about this item


    services; Internet; Internet and service delivery;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O31 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Innovation and Invention: Processes and Incentives


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