an e-commerce strongsystem modelstrong - online.sfsu.edu.pdfVIP

AN E-COMMERCE SYSTEM MODEL Robert C. Nickerson San Francisco State University RNick@ Abstract This paper presents a model of e-commerce systems that can be used as a framework for analyzing system characteristics. The paper demonstrates the use of the model in a case study that analyzes the e-commerce system of Lands End. The paper concludes that the model is a potentially useful tool for e-commerce system analysis. Introduction E-commerce is a relatively new phenomenon. During its short history, many of the systems that provide the functionality of e- commerce have been developed in ad hoc ways. The result is e-commerce systems that in many cases do not provide the desired functionality for the customer or the business. We have reached a point, however, when we can look more carefully at what functions an e-commerce system should provide and how those functions should be organized. The purpose of this paper is to present a model of e-commerce systems that can be used as a framework for analyzing system characteristics. Many definitions of e-commerce have been presented in the literature. Some focus only on the completion of business transactions (buying, selling, or exchanging of products) while others, such as Turban et al. (2002), take a broad view of e-commerce and include all business activities related to a (potential) business transaction conducted through communications networks. We follow this broad definition and include activities such as product search and comparison, product information presentation and promotion, purchase transaction management, product delivery, and post-purchase customer support in our view of e