电子商务：管理角chap03.pptVIP

Chapter 3Internet Consumers and Market Research Learning Objectives Describe the essentials of consumer behavior Describe the characteristics of Internet surfers and EC purchasers Understand the process of consumer purchasing decision making Describe the way companies are building relationships with customers Explain the implementation of customer service Describe the consumer market research in EC Experience the role of intelligent agents in consumer applications Describe the organizational buyer behavior model The Importance of Customers Competition “fighting” on customers to succeed : cont