Future Media Research Programme

MARKETING AND THE INTERNET

A RESEARCH REVIEW
Future Media Working Paper
No. 01-801
Version 1.2
January 2002
Patrick Barwise, Anita Elberse and Kathy Hammond

To be published in Weitz, B and R. Wensley, Eds. Handbook of Marketing, Sage,

2002.
This document is available at: http://www.marketingandtheinternet.com
Please send comments to: mati@london.edu

The Future Media Research Programme was set up in 1996 with support from the
Markle Foundation, New York, and is funded by a consortium of over forty companies.

Patrick Barwise is Professor of Management and Marketing and Chairman of the Future
Media Research Programme at London Business School. Anita Elberse is a PhD student at
London Business School and is currently a Visiting Doctoral Fellow at The Wharton School,
University of Pennsylvania. Kathy Hammond is Assistant Professor of Marketing and
Director of the Future Media Research Programme at London Business School.
We would like to thank everyone who contributed to this manuscript, especially Tim Ambler,
Kent Grayson, Bruce Hardie, Arvind Sahay, Craig Smith and Naufel Vilcassim (all at London
Business School) who provided detailed comments on an earlier version and many colleagues
across the world who gave comments and suggestions about relevant literature.

London Business School, Regent’s Park, London NW1 4SA, U.K

Tel: +44 (0)20 7262-5050 Fax: +44 (0)20 7724-1145
http://www.london.edu/marketing

Copyright © London Business School 2002

1
 MARKETING AND THE INTERNET:
A RESEARCH REVIEW
Contents

1. Introduction: The Promise of Digital Marketing ..................... 5

1.1 How Important is the Internet in Marketing?................................................5
1.2 Aims and Scope of this Review ....................................................................8
2. Internet Adoption, Usage, and the Consumer Experience.. 10
2.1 Predictors of Internet Adoption and Usage.................................................10
2.2 Adoption of the Internet as an E-Commerce Channel ................................13
2.3 Service Quality, Fulfillment and Site Design .............................................16
2.4 Software Agents..........................................................................................19
3. Online Purchasing Behavior.................................................. 21
3.1 Retailer/Brand Choice and Loyalty on the Web .........................................21
3.2 Brands, Trust and Customer Relationships.................................................25
3.3 Using Community to Reinforce Loyalty.....................................................28
4. Internet Advertising..................................................................... 30
4.1 The Role of Advertising Online..................................................................30
4.2 Consumer Attitudes Towards Advertising on the Web ..............................31
4.3 Advertising Effectiveness Online ...............................................................32
5. Internet Economics and Pricing ............................................ 34
5.1 Frictionless Markets? ..................................................................................34
5.2 Price Levels and Price Dispersion ..............................................................36
5.3 Bundling and Versioning ............................................................................38
5.4 Auctions ......................................................................................................40
5.5 Conclusion: Little Impact To-Date and Brands are Not Dead...................41
6. Channels and Intermediaries................................................. 42
6.1 Disintermediation........................................................................................42
6.2 Reintermediation and ‘Cybermediaries’ .....................................................44
6.3 Business-to-Business (B2B) Markets .........................................................46
7. Online Marketing Strategy ..................................................... 47
7.1 Strategy and the Internet .............................................................................47
7.2 How Firms Should Prepare for the New Economy.....................................49
7.3 Business Models .........................................................................................50
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 7.4 International Perspectives ...........................................................................52
7.5 Online Marketing Strategy: Tentative Conclusions....................................54
8 Conclusions and Research Opportunities............................... 55
8.1 Overall Evaluation: The Impact of the Internet on Marketing....................55
8.2 Specific Insights from the Research To-Date .............................................57
8.3 Future Research Opportunities....................................................................59
References ........................................................................................ 62

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 MARKETING AND THE INTERNET

Abstract

This paper reviews the research to-date on how the Internet is impacting marketing. It
focuses mainly on academic research published in US journals, but includes selected
material from other sources. It covers internet adoption and usage; online purchasing
behavior; internet advertising; internet economics and pricing; channels and
intermediaries and online marketing strategy. The final section gives overall
conclusions and briefly lists some opportunities for future research.

Contrary to earlier hype, the Internet does not change the fundamental principles of
marketing. Nor has its impact to-date – e.g. on consumer behavior, advertising,
pricing, channels, intermediaries, strategy and globalization – been anything like as
dramatic as predicted. Nevertheless, it has already had some effect on all of these
areas. For instance, it is emerging as a flexible, fast-growing advertising medium and
as a significant direct channel in many markets (PCs, books, music, travel, and even
cars). It has led to some reduction in average prices and in price dispersion. It is
bringing into the mainstream previously exotic business models such as auctions,
electronic markets, and brand communities. Most of its successes have come from
established businesses with ‘bricks and clicks’ strategies which use the Internet to
supplement existing activities but rarely to generate much direct revenue (although
there are exceptions such as Dell).

We expect its impact to increase steadily over the next ten years, as the technology
improves, its availability and usage continue to grow, and businesses learn better how
to use it within their wider marketing strategy. Earlier expectations about the Internet
were so overblown that the reality was bound to disappoint. But by any normal
standards, it is a fast-growing young medium with wide-ranging effects across the
whole marketing spectrum.

This paper will be published in the Handbook of Marketing, edited by Barton Weitz
and Robin Wensley (Sage, 2002) and is also available at
www.marketingandtheinternet.com

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1. Introduction: The Promise of Digital Marketing

1.1 How Important is the Internet in Marketing?

The Internet has become one of the most discussed topics in business and academia.
The speed of development of electronic marketing has been fast by any standards,
and especially compared with the slow process of academic research and publication.

At the time of writing, however, business and financial markets are recovering from
earlier overexuberance about the Internet. It is now recognized that the fundamentals
of business have not changed; that most pure-play dotcom business models were
wildly overoptimistic, especially in business-to-consumer (B2C) markets; and that the
future role of the Internet in marketing will be largely as part of an integrated
combination of ‘bricks and clicks’.

Despite this necessary reassessment, the Internet remains the most wide-ranging and
significant area of current development in marketing:
• It allows faster, cheaper, more personalized interactions (and raises more
privacy concerns) than any previous medium.
• It can dramatically reduce customer search costs and even support purchase
decisions made on behalf of the customer by intelligent software agents.
• It allows seamless communication over any distance, local or global.
Eventually, it will also support effective automatic language translation.
• It is becoming ubiquitous, allowing ‘24x7’ communications with customers
at home, at work, at the point of purchase, on the road, or anywhere else -
including location-sensitive communications.
• Increasingly, it is evolving beyond a single, limited channel (a PC connected
to a regular telephone line) to exploit a range of new, high-capacity fixed and
mobile networks and ‘convergent’ devices such as interactive digital
television (iDTVs), online games computers, next generation cellphones and
PDAs, in-car telematics, online vending machines, and utility meters.
These capabilities have the potential – in principle – to transform many aspects of
marketing: segmentation and targeting, bundling, pricing, customer service and
customer relationship management, marketing communication, promotion, channels
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and value chains, brand communities, global marketing, and the importance of
brands.

Marketers are still trying to discover the long-term implications for strategy and
execution, but it is possible to draw some initial conclusions, including on many of
the topics just listed. Our overall assessment is that, despite the earlier hype, the
Internet remains the most important development in B2C markets since the growth of
television and supermarkets 50 years ago, and the most important in business-to-
business (B2B) markets since the railroad and telegraph 100-150 years ago.

Hoffman (2000: 1) described the Internet as “the most important innovation since the
development of the printing press”, with the potential to "radically transform not just
the way individuals go about conducting their business with each other, but also the
very essence of what it means to be a human being in society”. Peppers and Rogers
(1993; 1997) argued that digital marketing represents a complete transformation of
the marketing paradigm from a predominantly one-way broadcast model to a model
of totally interactive, totally personalized one-to-one relationships. However, the
extent to which digital media such as the Internet will revolutionize business, home
life, and the relationship between marketer and consumer is still controversial. Earlier
innovations such as the electric telegraph, the railroad, electricity, the telephone, the
automobile, the airplane, radio, and television have all had widespread impact on both
business and everyday life, although perhaps only electricity quite matches the
combined speed and scale of the Internet’s impact (Barwise & Hammond, 1998).

Many of the features associated with the Internet have appeared before in the context
of technologies such as the electric telegraph (Standage, 1998) and radio (Hanson,
1998; Hanson, 2000). Ethnographers such as Venkatesh (1985) have long studied
people’s everyday use of technology in the home. Mick and Fournier (1998) and
Fournier, Dobscha & Mick (1998) found that much so-called technophobia among
consumers is entirely rational and based on their previous experience of technology
making life more complicated – not simpler, as claimed. Certainly many of the early
claims about the likely speed of the Internet 's impact, for example on the use of other
media (Gilder, 1994; Negroponte, 1995) have turned out to be wide of the mark.
Exaggerated visions of a wired society go back at least to EM Forster writing in 1909
(Baer, 1998).

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What is clear is that the Internet combines many of the features of existing media
with new capabilities of interactivity and addressability, as well as making it much
easier for both companies and individuals to achieve a global reach with their ideas
and products. By the start of the 21st century the Internet had already been adopted on
a massive scale, especially in North America, Australia/NZ and Northern Europe, and
its effects will continue to be felt in almost every market and on almost every aspect
of marketing. These effects range from the most micro (such as ad agencies needing
to experiment with the design of interactive advertisements) through to the most
macro (such as whether corporate profitability will be lower in ‘frictionless’ markets).

A few researchers were quick to recognize the potential of new interactive media to
affect all aspects of marketing. Blattberg and Deighton (1991: 8) noted that, by the
early 1990s, technology was already allowing interactive marketing to take place to
individually identifiable consumers: “When a firm can go back to a customer to
respond to what the customer has just said, it is holding a dialogue, not delivering a
monologue”. They noted that good database design was key, that profiles of customer
histories should be collected, and that privacy concerns would grow. Deighton built
on this work by gathering together a collection of thoughts from marketing academics
and industry experts on how interactivity might reshape the marketing paradigm
(Deighton, 1996). He also (Deighton, 1997) foresaw the emergence of a new
marketing paradigm that would bring about a convergence between consumer
marketing and business-to-business marketing. He suggested that, “the discipline of
marketing, whose stock of knowledge amounts to a fund of insights on how to
compensate for the imperfections of two kinds of tools – broadcast tools and sales
agent tools – now has a new tool without some of those imperfections but with a
whole new set of imperfections yet to be discovered” (Deighton, 1997: 348).

Hoffman and Novak (1996; 1997) identified the unique ‘many-to-many’ property of
computer-mediated environments such as the Web. They suggested that marketing
activities will be difficult to implement in their traditional form and predicted the
evolution of a marketing paradigm compatible with the increased role of the
consumer and of interactive technologies.

Other researchers have suggested similar far-reaching changes in business: Haeckel

(1998: 69) proposed that the collaborative potential of information technology and the
Internet might recast business as “a game with customers, rather than... a game
7
against competitors”. Taking a similar view, Achrol and Kotler (1999) suggested
that, as the hierarchical organizations of the twentieth century disaggregate into a
variety of network forms, customers will enjoy an increasing capacity to become
organized, with marketers becoming agents of the buyer rather than the seller and
adopting the role of customer consultant rather than purveyor of goods and services.
They cite examples such as Baxter Travenol in hospital supplies, McKesson in
pharmaceuticals, Travelocity in flight booking, and Amazon (Achrol & Kotler, 1999:
157-8). Similarly, Nouwens and Bouwman (1995) explored the conditions likely to
give rise to ‘network organizations’ such as the recorded music retail industry. They
concluded that the role of a system integrator is crucial, but that a dominant actor (eg
an international hotel chain) could hinder the effective use of industry-wide
communication networks.

In exploring the research agenda for marketers, Winer et al (1997) examined the
potential for marketing research associated with computer-mediated environments
(CMEs). They suggested that the CME provides a new context in which to study
existing theories as well as being an entirely new phenomenon meriting research in its
own right. They identified five key areas of choice research likely to be impacted by
the development of CME technology: decision processes, advertising and
communication, brand choice, brand communities, and pricing. This review covers
research on all five as well as on other topics.

1.2 Aims and Scope of this Review

Our aim is to review the research to-date on how the Internet is impacting marketing.
The speed of development and the shortage of new theory to support hypothesis
testing necessarily mean that our review deals more with empirical research than with
theory. There has, however, been a growing stream of theoretical development and
discussion from early essays on marketing in an information-intensive environment
(Glazer, 1991), on the nature of interactivity in both marketing (Blattberg &
Deighton, 1991; Rust & Oliver, 1994) and communication (Dutton, 1996; Morris &
Ogan, 1996; Neuman, 1991; Pavlik, 1996), through ethnographic work which
explores household-technology interactions (Venkatesh, Dholakia, & Dholakia, 1996)
to the work of Hoffman and Novak (1996) – the main pioneers of Internet research in
marketing – who proposed one of the first models of consumer behavior in computer

8
mediated environments – and to Bakos and Brynjolfsson (1999, 2000a and 2000b),
and their work on online pricing strategies.

The Internet impacts marketing strategy, channel management, pricing, marketing

communications, customer service, decision support systems, database marketing,
global marketing and business-to-business marketing. We here focus on research
which looks at how the Internet is, or can be, used by both firms and consumers to
support the marketing process. We concentrate on research in consumer behavior,
advertising, pricing, channels and marketing strategy, because empirical research is
most advanced in these areas. We aim to provide an overview of the current state of
research and briefly to identify opportunities for further work. We do not cover the
extensive literature on supply chain management, information management,
organizational behavior, or the broader impact of the Internet on productivity,
profitability, employment, and international trade.

We searched for relevant literature in a number of ways. First, we used databases

such as JSTOR, ProQuest Direct and Web of Science, searching for key terms
covering the topics under investigation. Second, we browsed volumes of relevant
marketing journals (e.g. the International Journal of Research in Marketing, Journal
of Consumer Research, Journal of Electronic Commerce, Journal of Interactive
Marketing, Journal of Marketing, Journal of Marketing Research, Management
Science, and Marketing Science) published after 1994 – roughly the time at which
articles about the Internet started to appear. Third, we searched for articles on the
Internet, usually starting at popular search engines, web pages published by academic
institutions (e.g. the MIT E-commerce Forum, Wharton's Forum on Electronic
Commerce, and references on UCLA's Anderson School website), as well as
individual researchers' personal web pages. Fourth, we collected literature based on
suggestions by colleagues who had read an earlier draft of our manuscript (which we
had made publicly available on the web). In our search, we did not limit ourselves to
published articles, book chapters and books; given the dynamic nature of the topic,
we also sought to include working papers and manuscripts under review. In total, we
collected nearly 400 publications1.

1
Just over half these publications are referenced in this review.
9
The rest of this paper is organized as follows. Section 2 concerns Internet adoption,
usage and the consumer’s experience. Section 3 builds on this to discuss the evidence
on consumers’ online purchasing behavior. Section 4 covers Internet advertising.
Section 5 then explores wider issues related to Internet economics and pricing,
including the evidence on whether the Internet is, as is often claimed, leading to
‘frictionless’ markets characterized by fierce price competition. This leads into
Section 6, on the impact on channels and intermediaries. Section 7 reviews the
strategies and business models that firms are developing in response to the new
threats and opportunities created by the Internet. Finally, Section 8 briefly
summarizes our findings and discusses future prospects and research opportunities.

2. Internet Adoption, Usage, and the Consumer

Experience

In this section we start by reporting research on the factors that influence customers'
adoption and usage of the Internet in general. We next discuss its adoption
specifically for e-commerce, and factors such as site design, service quality and
fulfillment that can affect its continued use as an e-commerce channel. Finally we
introduce the relevant literature on software agents.

2.1 Predictors of Internet Adoption and Usage

The use of the Internet as a marketing channel depends both on the growth in general
Internet penetration and usage and on how the Internet then influences the adoption
and diffusion of other products and services. In both these contexts, there is the usual
caveat that one must be careful not to assume that the predictors of early adoption
will also hold for later adopters.

Rangaswamy and Gupta (1999) draw on the adoption and diffusion literature to
propose how the Internet will develop. They use the GVU database 2 and other

2
The Graphics, Visualization & Usability (GVU) Center at Georgia Institute of Technology ran a series
of WWW User Surveys from 1994 to 1998. The data from these surveys were made widely available for
research and many studies mentioned in this chapter made use of one or more of these datasets. For more
information see: http://www.gvu.gatech.edu/gvu/wwwinit/survey.html
10
surveys to explore early adopters’ attitudes towards the Internet and perceptions of
online versus offline vendors. They found that, among early adopters, the primary
reason for using the Web was for shopping.

Hammond, Turner & Bain (2000) compared Internet users and non-users to
determine if there were differences between these two groups in their attitudes
towards technology, ownership of different technologies, and information versus
entertainment needs. They found that, compared to non-users, Internet users were
more interested in technology in general and the benefits it provided, especially if
they thought it would save them effort or time. They were also more likely to think
that technology was both important and fun. Internet users were primarily motivated
by communication/information needs but this did not appear to be because they felt
‘time-pressured’ compared to non-users. A tentative implication of these findings is
that the Internet may need to become more entertainment-oriented in order to attract a
broader active user base.

Emmanouilides and Hammond (2000) used logistic regression to explore four

successive waves of survey data on Internet users. They found that the main
predictors of active or continued use of the Internet were: time since first use (very
early adopters were the most likely to be active users, but this relationship was
curvilinear, with middle adopters more likely than other groups not to have used the
Internet in the previous month); location of use, particularly at home; and the use of
specific applications, such as information services. However, the main predictors of
frequent or heavy Internet use were: use of email for business purposes; time since
first use of the Internet; and location of use (either at work or at home with two or
more other people).

As the Internet matures as a consumer medium we are starting to see studies which
evaluate how it is used and, what makes for a compelling experience. Novak,
Hoffman & Yung (2000) built on Hoffman and Novak's (1996) discussion of ‘flow’
to develop a model of the components of a compelling online experience. The model
was validated using a web-based consumer survey. A compelling experience was
found to be positively correlated with fun, recreational and experiential uses of the
Web, with expected use in the future, and with the amount of time consumers spend
online, and negatively associated with work-related usage. Faster download and
interaction were not, per se, associated with a compelling experience.
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Other evidence supports the importance of the fun or hedonic aspect of Internet use.
Hammond, McWilliam & Diaz (1998) explored the differences between novices and
more experienced users and their appreciation of the Web’s informational and
entertainment value. They found that, while prior experience was an important
moderator of users’ attitudes towards the Web, its influence was nonlinear. The
heaviest users were enthusiasts for the medium, while moderate and light users
perceived it as a source of information, but not for entertainment or fun.

Exploring the different reasons people have for using the Internet, Hoffman, Novak &
Schlosser (2000) used the locus of control (LOC) construct to study differences in
usage between those with an internal versus an external focus. They found that those
who use the Web as a substitute for other activities tend to have an external
orientation, whereas those with an internal focus use it in a more goal-directed
manner as a supplement to other information gathering activities.

Applying the uses and gratifications perspective to Web users, Eighmey and McCord
(1998) found similarities to the uses and gratifications reported for other media.
However there were additional factors related to personal involvement and continuing
relationships that were associated with users’ reactions to websites. As Venkatesh
(1998) notes, consumers not only consume new technology and its products but are
also consumers of the market processes which are themselves affected by new
technology, and all these processes can affect the social order. Related to the
experience of consumers in online environments, Gould and Lerman (1998) analyzed
early consumer-to-consumer (C2C) exchanges on an online discussion forum,
NetGirl, in a bid to describe and understand, in phenomenological terms, the
consumer experience.

These adoption and usage studies treat the Internet as an additional medium in
consumers’ lives. We now turn to research which specifically evaluates its adoption
and use as a channel for commerce.

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2.2 Adoption of the Internet as an E-Commerce
Channel
Hoffman, Novak & Chatterjee (1995) were the first researchers to propose a
framework for examining the commercial development of the Web. They explored its
role both as a distribution channel and as a medium for marketing communication,
evaluated the resulting benefits to consumers and firms, and discussed the barriers to
its commercial growth from both supply and demand side perspectives. Their
classification scheme categorized websites as either destination sites (online
storefronts and other content sites) or as Web traffic control sites (malls, incentive
sites, and search agents). They proposed that the interactive nature of the Web freed
customers from their traditional passive role as receivers of marketing
communications, giving them access to greater amounts of dynamic information to
support decision making.

In an early study comparing Web shopping with buying through other channels,
Palmer (1997) tested the buying of 120 different products across four retail formats:
in store, catalog, cable television, and the Web. Total product cost did not vary
significantly between the four formats, but there were significant differences in
product description, availability, delivery, and time taken to shop.

Consumer substitution between online, traditional retail, and direct mail has been
explored by Ward and Davies (1999) using a transaction cost approach. Ward and
Davies developed a model to investigate distribution channel choice and tested it
using survey data, finding that consumers considered online shopping and direct
marketing to be closer substitutes than either of them with traditional retail. Degeratu,
Rangaswamy & Wu (1999) hypothesized how online and traditional grocery stores
differ in their influence on consumer choice. They found that brand names were more
valuable online in categories where information on fewer product attributes was
available; that ‘non-sensory’ attributes (e.g. the fat content of margarine) had more
impact on online choice than ‘sensory’ ones (e.g. visual cues such as paper towel
design); and that price sensitivity was higher online because online promotions were
stronger signals of price discounts. The combined effect of price and promotion on
consumer choice was found to be weaker online than offline.

13
Other research has covered the battle between bricks-and-mortar and Internet
companies. Interesting in this regard is a study by Goolsbee (2000) on competition in
the computer industry. Based on Forrester Research survey data covering 90,000
households, he constructed a price index measuring the offline costs of a computer in
different cities, and then calculated how likely a computer buyer would be to
purchase online, taking into account prices of computers offered by offline retailers.
He found that if local (offline) and online prices were initially equal and local prices
were to rise by 10%, bricks-and-mortar retailers would see their share of unit sales
fall from 68% to 63%, assuming the total volume of purchases remained unchanged.
Although the precise effect may vary among sectors and products, and the findings
indicate that online and offline purchases are to some extent substitutes, this suggests
that there is less rivalry between offline and online retailers than between retailers
operating nearby stores.

Building on the channels literature, Morrison and Roberts (1998) explored the
determinants of consumer consideration of new delivery channels for existing
services in terms of preference for the service, preference for the delivery method,
and the fit between the service and the delivery method. They suggested that
adoption of new channels was being slowed by consumer doubts over the relative
advantage of these new channels and also the lack of fit between the service (their
example was banking) and the new channel. They concluded that consumer e-
commerce firms need to spend more effort explaining to consumers the fit and
appropriateness of new delivery methods for their goods and services.

Using US survey data from the GVU Center (see footnote 2), Bain (1999) examined
factors related to the adoption of the Internet as a purchase medium. A strong
negative relationship was found between consumer perceptions of the risk of web-
shopping and purchase behavior, but not between perceptions concerning information
privacy and purchase behavior. This suggests that consumers will not buy online if
they are worried that there is a financial risk but that they are less concerned about
their personal details being kept, used, or traded by retailers.

The most likely candidates to be early adopters of retailer websites have been found
to be consumers who were familiar with the Internet and already used to other modes
of home shopping (Balabanis & Vassileiou, 1999). Consumers in higher income
groups were more enthusiastic about shopping on the Internet, but for this segment
14
strong brands were key to shopping online. Li, Kuo & Russell (1999) found that
education, experience, views on convenience, channel knowledge, perceived
distribution utility, and perceived accessibility were robust predictors of the extent to
which an Internet user was a frequent online buyer.

Bellman, Lohse & Johnson (1999) surveyed over 9,000 online users and used logistic
regression to identify factors that predicted whether an online user bought products
online, and if so, how much they spent. The best predictors were ‘time starvation’
(how many hours a week the user worked) and the extent of their ‘wired’ lifestyle.
Lohse, Bellman & Johnson (2000) re-surveyed the same respondents to test whether
and how their attitudes and behavior had changed over time. They found that the
average annual spend per purchaser had increased over time; time starvation and a
wired lifestyle were still major determinants of the amount of online spending; but
time starvation no longer appeared to influence whether a person chose to buy from
an online store. A further finding was that, while the percentage of respondents who
made a purchase online increased over time, a significant minority (14%) who had
previously bought online, had ceased to do so. The authors suggest that this was
mostly due to respondents having had bad experiences with online retailers.

Swaminathan, Lepkowska-White & Rao (1999), using an email survey of GVU

Center respondents, found that concerns about privacy and security had minimal
effect on consumers’ online purchasing behavior, but that those who purchased
frequently online were more likely to support new laws to protect privacy (perhaps
because they knew more about what companies do with the data). The main
determinant of online purchase frequency was perceived vendor characteristics,
especially price competitiveness and the ease of canceling orders. Another factor was
that consumers motivated by convenience (mostly men) were more likely to buy
online than those who valued social interaction (mostly women).

Another key factor that has been found to determine whether consumers buy online is
whether this fits into their lifestyle, and the extent to which they perceive it as easy
and convenient (Becker-Olsen, 2000). She found that those not buying online felt that
traditional shopping was easier, quicker, cheaper and more convenient for their
particular lifestyle. Even those who did buy online did not perceive it as quicker or
less expensive, nor did they feel that they received better service. Neither group
(online buyers and non-buyers) seemed strongly concerned with security risks,
15
although the overall credibility of the company/site was seen as important, especially
by those who had not purchased online. Other factors were the need to see/touch the
product (in some categories) and consumers’ need to have the product immediately.

2.3 Service Quality, Fulfillment and Site Design

Building on Hoffman, Novak & Chatterjee’s (1995) framework for classifying
Internet commerce sites, Spiller and Lohse (1998) surveyed 44 website features
across 137 women’s apparel retail sites. Using cluster and factor analysis they
identified five distinct web catalog interface types: superstores, promotional stores,
plain sales stores, one-page stores, and product listings. Differences between online
stores centered on size, service offerings, and interface quality.

Again building on the Hoffman and Novak framework, it has been proposed that
there are three major components to a consumer's online shopping experience:
interface quality, encounter quality, and fulfillment quality (Chang, 2000). We can
think of these as: process, experience, and results, although in the online world these
elements are often more intertwined than in traditional retail channels. To build brand
equity, it is suggested that firms need to ensure excellence on all three dimensions.
We now consider empirical research findings in these areas.

One key aspect of the online experience investigated by researchers is the time taken
for consumers to access the information they require. Dellaert and Kahn (1999)
investigated whether the waiting time experienced by consumers (e.g. while pages
downloaded), affected subsequent evaluation of the web content. They found that the
potential negative effects of waiting can be neutralized by improving the waiting
experience. Consumers may feel negative affect as a result of waiting, but this did not
necessarily impact on their evaluation of the web material itself, as long as the
waiting time was signaled and expected.

This finding was amplified by Weinberg (2000), who showed that the perceived
waiting time could be significantly influenced by providing a waiting time anchor
lower than the actual waiting time. In an experiment where all subjects experienced
an actual wait of 7.5 seconds, those given the message “Please wait about 5 seconds”
on average estimated the wait was 5.6 seconds; those told “Please wait about 10
seconds” estimated 8.7 seconds. In a second experiment, subjects exposed to a 5-
16
second wait anchor rated the quality of the homepage higher, and were more likely to
continue searching the website, than those exposed to a 10-second wait anchor.

Related to consumer perceptions of the time they spend waiting for information to
download is the time spent waiting for a response to an information request. Voss
(2000) reported a survey of different sites’ responsiveness to email inquiries. It was
found that, in both the US and Britain, websites’ response tended to be poor for web
startups and even worse for established businesses. There was, however, wide
variation, with some sites never responding and others having an excellent auto-
acknowledge function followed by relatively fast full response. This paper proposed a
set of key metrics in areas such as trust, response time, response quality, and
navigability. Similarly, in the context of complaints, Strauss and Hill (2001) found
that customer satisfaction was enhanced by quick responses to complaint emails.
They, too, found a huge range in company response.

As many web startups discovered, service quality also includes fulfillment, which, for
physical products, requires expensive bricks-and-mortar logistics. In many markets
this can be subcontracted at low cost, but in some, notably groceries, home delivery is
likely to be the limiting factor. Two articles in McKinsey Quarterly (Barsh, Crawford,
& Grosso, 2000; Bhise et al., 2000) and another in Booz Allen's Strategy and
Business (Laseter et al., 2000) explored the issue of fulfillment. Barsh, Crawford and
Grosso describe how most e-tailers lose money on every transaction. The articles
conclude that successful online retailing requires a scalable national sales and
distribution channel and that the main discriminators between those companies that
succeed and those that fail will be large order volumes and deep reserves of capital.

The online experience has also been related to interface quality, specifically to
website design. Ghose and Dou (1998) found that the more interactive the website,
the more likely it was to be rated a 'top site'. Against this finding, however, are the
crucial issues of simplicity, navigability, and especially the download and response
times, as described above.

Bellman and Rossiter (2001) introduce and test the concept of a web ad schema,
defined as the consumer’s set of beliefs about information locations, and routes to
those locations, for a web advertising site. They argue that consumers already have
well-developed schemata for finding useful information in traditional media (e.g. they
17
expect to find detailed product specifications towards the back of a brochure, and to
see or hear the brand name in the final frames of a TV commercial). But on the Web,
some consumers are much better than others at finding information from an
advertising website. Bellman and Rossiter contend that these adept consumers have
web ad schemata which are both well developed and congruent with the structure of
the site. Their paper reports a series of three studies which support the existence of
web ad schemata and their influence on communications effectiveness (brand
knowledge). The results also suggest that these schemata are motor-associative –
acquired by exploring the site one click at a time – rather than map-like. The
implications are first, that the site structure should be as simple as possible and
second, that (except for a very large site) in-site navigation should also be simple and
motor-associative, providing ‘local’ information about the pages immediately
accessible from the current page and not a ‘menu’ of the overall site structure, which
is the usual approach (Hofacker, 2001). Although this research focuses only on
advertising sites, the conclusions about navigability seem likely to generalize to other
types of site.

Research by Mandel and Johnson (1999) showed that even minor peripheral cues
such as background color and pictures could influence consumers’ response to a site.
For example, in one experiment, subjects who were shown a ‘money’ background
gave more weight to price when asked to evaluate products than those who were
shown a different background. Such priming effects were found to affect both search
order and choice.

Another element of site design is the tools that are provided to help consumers choose
between different products/brands. Building on the extensive literature on consumer
information processing and consideration sets, Häubl and Trifts (2000) explored the
impact that interactive decision aids have on consumers’ decision-making. In a
controlled experiment they introduced users to two decision aids. The first was a
recommendation agent to allow consumers to screen a large set of alternatives and
reduce these to a short list or consideration set. The second, a comparison matrix,
helped users make in-depth comparisons among the selected alternatives. The study
found that both these interactive decision aids had an impact on consumer decision-
making, enabling consumers to make better decisions with less effort. The findings
also suggest that the use of such tools can lead to an increase in the quality (but
decrease in the size) of consumers’ consideration sets.
18
Also on this topic, early work by Widing and Talarzyk (1993) on how consumers use
decision aids suggested that not only did they like computer assistance and feel that it
helped them to make better decisions, but that aids which enabled them to weight the
importance of rated attributes (such as ease of use, or performance) and obtain a
personalized rank order of brands, were more useful than other types of decision aid.

Airely (2000), used a series of experiments to explore the characteristics and likely
impact of information control on consumers’ decision quality, memory, knowledge
and confidence. He found that controlling the flow of information can help consumers
better match their preferences, have better memory and knowledge about the topics
they are exploring, and be more confident in their judgments. However, he warns that
controlling the information flow can create additional demands on the consumer’s
ability to process information and so may not be suitable for situations where the task
is difficult or novel.

Almost all the previous research focuses specifically on B2C interactions. Berthon et
al (1998) developed a conceptual framework for evaluating web communication
activities (eg number of active users as a percentage of hits, number of purchases as a
percentage of active users, etc), and suggested how this might be applied to the B2B
industrial purchasing decision making process.

2.4 Software Agents

Devices such as the recommendation agents in Häubl and Trifts’ (2000) study,
discussed above, focus on improving the navigability and convenience of choosing a
product or service from a range supplied by the site owner. We now turn to the more
advanced intelligent agents which act on behalf of individual consumers, knowing
their preferences and searching the Web for products that best meet their needs. Such
an agent could significantly influence brand choice and/or which distribution channel
is chosen to supply a particular brand. If requested, it can negotiate price and/or
delivery, possibly by inviting suppliers to bid (‘reverse auction’) and/or by forming a
cartel with other consumers (or their agents) to negotiate the best price (Dolan &
Moon, 2000). Finally, the agent may be empowered in some contexts to make the
actual purchase on behalf of the consumer. Initially, agents (or bots, e.g. ‘shopbots’ in
the case of those aimed at shopping applications) were controlled through the

19
consumer’s PC. Increasingly, they will also be controlled through mobile phones and
interactive digital TVs, eventually by voice rather than a keyboard or keypad
(Barwise & Hammond, 1998).

The best known center for research on agent technology is the Media Laboratory at
MIT. Patti Maes, who heads its software agent group, expects agent technology to
have dramatic effects on the US economy (Maes, 1999). She predicts the
disappearance of existing intermediaries and the emergence of some new types of
intermediary, a reduction in the capital required to set up a business (and therefore
more scope for small niche businesses), and efficiency gains for both buyers and
sellers by dramatically reducing marketing and selling costs, but with a clear overall
shift in the balance of power from sellers to buyers.

Guttman, Moukas & Maes (1998) summarize the Media Lab’s research on e-
commerce agents. These include: C2C ‘smart’ classified ads, merchant agents that
provide interrogative negotiation, agents that facilitate expertise brokering and
distributed reputation facilities, agents for point-of-sale comparison shopping, and
agents for mobile devices. The Media Lab research has focused on the development,
prototyping and evaluation of the agent technology itself, including the launch of an
agent-based business, Firefly.com, which was bought by Microsoft in 1998 but shut
down in 1999 in preparation for Microsoft's Passport service. Other researchers have
sought to explore the potential and likely impact of agent technology from a
marketing perspective (discussed below). Some of this research overlaps with work
on buyer search costs and information economics, and on disintermediation,
discussed in Sections 5 and 6.

Recommendation systems are assessed by Ansari, Essegaier & Kohli (2000) who
investigate the two main methods of gathering recommendations: collaborative
filtering (based on other users’ weighted preferences) and content or attribute-based
filtering (based on information provided by the user). Researchers at the Sloan School
at MIT have investigated the use of recommendation agents as ‘trust based advisors’
in both B2B and B2C contexts. Urban, Sultan & Qualls (1999) described a prototype
trusted agent system and reported that consumers who are not very knowledgeable
about the product, who visited more retailers, and who were younger and more
frequent Internet users had the highest preference for a virtual personal advisor.

20
Other researchers have proposed frameworks for thinking about the design of
electronic agents. Gershoff and West (1998) and West et al (1999) suggest a set of
goals for agent design that include both outcome-based goals (e.g. improving decision
quality) and process goals (e.g. increasing consumer satisfaction and trust). Kephart,
Hanson & Greenwald (2000) describe an IBM research program into the potential
impact of dynamic pricing agents on the economy. Iacobucci, Arabie & Bodapati
(2000) focus on intelligent agents that compare a user’s profile to data on other users
to determine which users in the database are similar in order to develop relevant
recommendations of value to the focal user. Iacobucci and her colleagues characterize
this as ‘rediscovering the wheel’ of cluster analysis and therefore draw from the
cluster analysis literature to begin to address the questions being posed in this new
application area.

All these decision-making aids and recommendation agents are provided with the aim
of supporting purchase and repeat-purchase. The next section reviews the evidence
on consumer purchase behavior online.

3. Online Purchasing Behavior

3.1 Retailer/Brand Choice and Loyalty on the Web

The impact that interactive shopping might have on consumer behavior, and therefore
on retailer and manufacturer revenue, was addressed by Alba et al (1997). They
considered the relative attractiveness to consumers of alternative retail formats. They
noted that technological advances offered consumers unmatched opportunities to
locate and compare product offerings, but that price competition may be mitigated by
the ability of consumers to search for more differentiated products better fitted to
their needs. The authors examined the impact of the Internet as a function of both
consumer goals and product/service categories, and explored consumer incentives
and disincentives to purchase online versus offline. They also discussed implications
for industry structure in terms of competition between retailers, competition between
manufacturers, and retailer-manufacturer relationships. They concluded with a list of
research questions raised by the advent of interactive home shopping.

21
Continuing the theme of the impact that interactive shopping might have on
consumers, Peterson, Balasubramanian & Bronnenberg (1997) suggested that many
predictions regarding the growth of the Internet for consumer retail were overstated
because they failed to consider the heterogeneity and complexity of consumer
markets. Peterson, Balasubramanian and Bronnenberg analyze channel intermediary
functions that could be performed on the Internet, classify its potential impact by
category type, and discuss how price competition might evolve. They propose a
consumer decision-making process that takes account of the Internet as both an
information channel and a purchase channel. They give a detailed list of questions to
motivate and guide the development of research into the use of the Internet and its
implications for marketing theory and strategy.

As Rubini, Tarlton & White (1996: 70) argued, even with the arrival of new
technology, “ the process of shopping remains unchanged. The underlying basis for
all retail, whether physical or virtual, remains a problem-solving process with a
value-for-value exchange at its heart”. They discuss consumer shopping behavior
from a design perspective, stressing the role played by problem recognition, search
and evaluation of alternatives, navigation, purchase, content, identity, infrastructure
and social space. They propose further exploration of these issues using a test virtual
world through which shoppers navigate. Such a world is explored by Burke (1996)
who described early test virtual stores as used by a tire company, a snack-food maker,
a frozen-food company, and a fast-food restaurant chain. Continuing this research,
Burke (1997) reviewed the ways in which conventional retailers can enhance the
shopping experience for their customers using both in-store and virtual applications.
He addressed the potential weaknesses of the Internet as a shopping medium and
suggested how these might be overcome.

Moving on from the decision whether to shop online to which retailer site to
patronize, Ilfeld and Winer (2001) explore the decision-making process behind
consumers’ website choices and the relative effects of the communication channels
which aid this process. They compare the traditional ‘persuasive’ hierarchy of effects
(think-feel-do) model with a ‘low involvement’ (think-do-feel) model and a ‘no
involvement’ (do-think-feel) model. The models were tested across a wide range of
Internet companies. The data include spending by each company on a variety of
online and offline media, measures of website attractiveness, number of visits and
page views, public relations mentions, website quality, links, and whether the firm
22
had a non-Internet presence. The low involvement model gave the best fit. The
authors concluded that high brand awareness is essential for an Internet firm’s
survival.

In line with this conclusion, Adamic and Huberman (2000) studied the distribution of
web site visitors by examining usage logs covering 120,000 sites. They found that -
both for all sites and for sites in specific categories - the distribution of visitors per
site follows a universal power law similar to that found by Pareto in income
distributions. This implies that a small number of sites command the traffic of a large
segment of the Web population – a characteristic of winner-take-all markets – which
suggests that only a few winners will emerge in each market.

Once the prospective customer has visited a website, managers wish to maximize the
breadth (time spent on a site) and depth (number of pages viewed) of site visits, plus
the repeat-visit rate and of course, where appropriate, the amount of money spent per
customer. Evidence on the importance to consumers of the perceived value of time
can be found in a study by Lohse and Spiller (1998) which assessed different features
of website interface design that affect store traffic and amount spent. Product list
navigation features that save consumers time online (i.e. reduce the time to purchase)
accounted for 61% of the variance in monthly sales.

Several researchers have applied traditional repeat-buying models to the investigation

of online brand loyalty in order to evaluate customer lifetime value and to test
whether consumer loyalty operates in a similar manner online compared with offline.
Fader and Hardie (2001; 2001) presented a non-stationary experiential gamma
(NSEG) model, similar to a negative binomial distribution (NBD) model but with
dynamic individual-level buying rates. The NSEG model outperformed the NBD in
the context of repeat buying on the Internet, in terms of both forecast accuracy and
parameter stability across calibration periods of different lengths. Fader and Hardie
describe a modeling exercise applied to repeat sales at the online music retailer
CDNOW. Their main finding is that most of CDNOW's sales growth was due to a
constant stream of new customers rather than from earlier trialists increasing their
loyalty (measured as share of category requirements) over time. The implication is
that it will be hard for online stores to sustain their earlier rapid sales growth since
most consumers who use them will continue to do so in combination with established
channels, rather than gradually switching over to purchasing exclusively online.
23
Using similar techniques, Moe and Fader (2000) developed an individual-level model
for online store visits based on Internet clickstream data. This model captured cross-
sectional variation in store-visit behavior as well as changes over time as consumers
gained experience with the store. The results confirmed that people who visit a store
more often are, as is widely assumed, more likely to buy. However, changes in an
individual's visit frequency over time can also provide additional information about
which consumer segments are more likely to buy. The implication is that marketers
should use a sophisticated segmentation approach that incorporates how much an
individual's behavior is changing over time, rather than simply targeting all frequent
shoppers.

Other modelers include Wu and Rangaswamy (1999) who used data from online
grocer Peapod. Their model uses Fuzzy Set Theory to capture the two-stage process
of (i) consideration set formation and (ii) evaluation of alternatives in the
consideration set. They showed that previous models had failed to capture the
richness of the choice processes that are increasingly feasible for consumers in online
markets.

A key question for retailers and brand managers is whether consumers exhibit greater
or lower brand loyalty online compared with offline. Danaher, Wilson & Davis
(2000) compared consumer brand loyalty (share of category requirements and
average purchase frequency) for packaged goods purchased online versus at
traditional grocery stores. They used a segmented-Dirichlet model with latent classes
for brand choice to compensate for systematic deviations in the offline retail setting.
This provided the benchmark against which loyalty was tested in the online setting.
Brand loyalty for high market share brands was significantly greater in the virtual
environment (a ‘winner take all’ effect), with the reverse being the case for low-share
brands. In an online purchase setting, ‘niche’ brands (those with a small but highly
loyal following) did better than expected while ‘change-of-pace’ brands (those
bought infrequently but by a large segment of the relevant population) did worse than
expected.

24
3.2 Brands, Trust and Customer Relationships
In the context of the Internet, “the brand is the experience and the experience is the
brand” (Dayal, Landesberg, & Zeisser, 2000: 42). As in physical environments, the
key goal of online marketing is to use the Web, usually in combination with other
channels and activities, to build a positive and profitable long-term relationship with
the customer.

Steinfield, Kraut & Plummer (1995) argued that B2B electronic networks can be used
either to support transactional marketplaces or to strengthen commercial
relationships. Their review of the literature suggests that the latter relational
(‘electronic hierarchies’) approach is more prevalent. They examined the theoretical
rationales behind these competing approaches and presented evidence on the
conditions under which electronic marketplaces or electronic hierarchies are likely to
prevail. Their conclusions are supported by Bauer, Gretcher, Leach (1999) who
focused on the contribution the Internet can make to relationship marketing, and
especially to commitment, satisfaction and trust. This paper provided empirical
evidence that consumers’ trust is reduced if their expectations are not met.

There is, however, also evidence that the Internet is used by consumers as ‘merely’ an
alternative shopping channel rather than a means of strengthening their relationships
with brands or other consumers. Becker-Olsen (2000) found that, among those who
had bought online, the most important factors determining their purchase behavior
were the ability of the site to load quickly, availability of familiar brand names, and a
clear return policy. These findings throw some doubt on the conclusions of Steinfield,
Kraut and Plummer (1995), and Bauer, Gretcher & Leach (1999)and on the claims of
Armstrong and Hagel (1996) and Hagel (1999), who suggested that online brand
communities can play a major role in creating loyal customers (discussed more fully
in Section 3.3 below). Becker-Olsen's results imply that consumers are more
interested in purchasing conveniently and quickly than in browsing and developing a
relationship. This supports Peterson’s (1997) view that marketing relationships are by
nature mostly exchange-oriented rather than relational.

The need for online retailers to pay more attention than their offline counterparts to
establishing trust in the minds of consumers is seen as key by many researchers.
Reichheld and Schefter (2000) suggested that the outlays to acquire a customer are

25
often considerably higher for online retailers than for traditional channels, but that
encouraging repeat (ie loyal) customers is key to success as these customers not only
increase their spend over time but contribute to further customer acquisition through
positive recommendation (which is easier in an online environment, via email, etc).
In Reichheld and Schefter's (2000: 113) words, “Loyalty is not won with technology.
It is won through the delivery of a consistently superior customer experience”. Part
of their argument is that the Internet, like all database relationship marketing
channels, enables marketers to target resources on their most profitable customers and
prospects. This argument is similar to that of Peppers and Rogers (1993) who
proposed the ultimate segmentation approach: reducing the market to what is
sometimes called ‘segments of one’. (Peppers and Rogers themselves avoid this term,
however, since they see one-to-one marketing as fundamentally different from even
the most targeted ‘push’ marketing, being based on an ongoing dialogue between the
supplier and customer).

Hoffman, Novak & Peralta (1999) argued that part of consumers’ low trust in online
vendors arises from their perceived lack of control over web businesses’ access to
their personal information and the secondary use of this information. The solution
they propose is a radical shift towards more cooperative interaction between a
business and its customers. A reasonable hypothesis based on cooperation is that
consumers are willing to disclose personal information and to have that information
subsequently used to create customer profiles for business use, if they also perceive
there to be fair processes in place to protect individual privacy. Support for this
hypothesis was found by Culnan and Armstrong (1999). They concluded that privacy
concerns need not hold back the development of consumer e-commerce, provided
that firms observe procedural fairness.

Milne and Boza (1999), however, presented evidence that improving trust and
reducing concerns are two distinct approaches to managing consumer information.
Further, contrary to existing self-regulation efforts, they argued that, when managing
consumer information, improving trust is more effective than efforts to reduce
concern. Researching gender differences regarding privacy concerns, Sheehan (1999)
found that women were generally more concerned about online privacy but that those
men who were concerned were more likely to adopt behaviors to protect their
privacy.

26
The issue of when and how consumers use brands as a source of information when
shopping online was addressed by Ward and Lee (2000). Applying theory from
information economics, they hypothesized that recent adopters of the Internet would
be less proficient at searching for product information and would rely more on
brands; as users gained experience with the Internet they would become more
proficient searchers, more likely to search for alternative sources of information, and
so less reliant on brands. These hypotheses were tested and supported using claimed
usage and opinion data collected in one of the GVU Center’s regular surveys of Web
users (see footnote 2). Ward and Lee suggest that these findings are consistent with
the substitutability of brand advertising for search, especially for consumers with high
search costs. Their results support the view that branding does not merely reinforce
loyalty, but conveys useful product information that tends to make markets more
efficient.

Returning to the theme that the Internet is better able to support buyer-seller
relationships than offline media, Dellaert (1999) explored how it can facilitate
increased consumer contributions to product/service design processes, branding (eg,
by discussing consumption experiences in online groups), service (helping other
consumers in product searches and product usage), and the production process (by
ordering electronically). In particular he examined the difference between the drivers
of these consumer contributions and the drivers of online ordering. For instance, he
found that consumer experience of the Web was a driver of consumer contributions
but not of online ordering. Similarly, online ordering increased linearly with
consumer income whereas consumer contributions had an inverted u-shaped
relationship with income.

Also in support of the relationship approach, and in contrast to Becker-Olsen (2000)

(see above) are two other studies. Mathwick (2000) reported a survey of online
purchasers in the GVU database which found that not all respondents were
‘exchange’ orientated. For some users, a ‘communal’ orientation towards other users
was claimed to be a defining characteristic of the online experience. Responses were
categorized on a two-by-two matrix based on exchange orientation and communal
orientation. Although a particular characteristic of the Internet is the ability to target
consumers using behavioral data, Peltier, Schibrowsky & Davis (1998) explored the
use of relationship-oriented attitudinal data (trust, commitment and relationship

27
benefits) as the basis of market segmentation. This approach is also relevant to the
use of online communities (see below) as a vehicle for increasing brand loyalty.

Taking a more strategic overview, Wind and Rangaswamy (2001), in a conceptual

paper, propose that the next stage in the evolution of mass customization is
‘customerization’ – “a buyer-centric company strategy that combines mass
customization with customized marketing”. They state that customerization requires
the effective integration of marketing, operations, R&D, finance, and information,
plus a substantial change in the firm’s orientation, processes and organizational
architecture.

Turning to methodologies less often seen in marketing, network methods and analysis
tools have been proposed by Iacobucci (1998) as useful for examining interactive
marketing systems. She describes the content properties of interactive marketing:
technology, intrinsic motivation, use of interactive marketing information, and the
real-time aspect of interaction, together with the structural properties of interactive
marketing: customization, responsiveness, interactions amongst relevant groups, and
a structure of marketing networks. Iacobucci suggests that interactive marketing is
network-like, and can therefore be analyzed using the tools developed to help
understand the meaning of intricate network structures.

3.3 Using Community to Reinforce Loyalty

Ever since the publication of Howard Rheingold's (1993) book ‘The Virtual
Community: Homesteading on the Electronic Frontier’, commentators have been
struck by the Internet's unprecedented capacity to support global communities of
interest, primarily using email. In a business context, e-commerce models such as
Hotmail's free email service and (to some extent) eBay's online auction system are
centered on the firm's ability to use the Web to facilitate consumer-to-consumer
(C2C) communication. More controversial is the scope for building an online brand
community based on a major established brand. The most prominent advocate of this
strategy is John Hagel of McKinsey who has argued that a virtual community can
expand the market, increase the brand's visibility, and improve profitability (Hagel,
1999; Hagel & Armstrong, 1997; Hagel & Singer, 1999).

28
Research on online brand communities, like much internet-related research, is still
somewhat atheoretical. However, Wilde and Swatman (1999) explored a number of
theories to support the concept of a telecommunications-enhanced community and
attempted to develop an integrative model. McWilliam (2000) discussed the
advantages, disadvantages and limitations of online brand communities, and the new
and unfamiliar skills brand managers will need if they are to succeed in managing
such communities. The problems identified include issues of scale (e.g. the number of
active participants in discussion groups is tiny compared to the potential customer
base) and especially control. She concluded that it is extremely hard for the firm,
accustomed to controlling communications about its brand, to strike the right balance
here.

Supporting the view that community, and especially C2C interactions, can help build
loyalty, Dellaert (2000) explored how such contributions can be modeled and
measured, and tested a model in the context of Dutch tourists’ preferences for Internet
travel websites with and without other tourists’ contributions. The main finding was
that consumers’ evaluation of other consumers’ contributions to a site was high
relative to other website characteristics.

As part of a study aimed at developing theory and providing evidence on brand

communities, Muniz and O’Guinn (2001) used both face-to-face ethnographic
research and reported/observed computer-mediated communications to gauge the use
and role of brand communities. They found evidence that involvement in brand
communities (e.g. Saab, Apple Macintosh, Ford Bronco) was prevalent and that the
Web provided much positive reinforcement; giving consumers a ‘greater voice’,
providing an important source of information (from the brand but more particularly
from other members), and enabling social benefits (e.g. sharing rituals and traditions,
promoting brand legitimacy, etc). Membership of an online brand community was
shown to positively affect the components of brand equity (e.g. perceived quality,
brand loyalty, brand awareness and brand associations). However, the authors
highlight that a strong brand community can also be a threat to marketers. For
example, the community could collectively reject marketing efforts or product
change, or it could be sabotaged by brand ‘terrorists’ or competitors.

29
4. Internet Advertising

4.1 The Role of Advertising Online

For most established businesses, the Web's main role is either to reduce costs or to
add value for existing customers, but it also has a potential role in customer
acquisition, and in the case of a Web startup, this role is crucial. Both large corporates
and Web startups see driving traffic to the site as one of the most important as well as
one of the most difficult determinants of the site’s success (Rosen & Barwise, 2000).
A few startups such as Amazon have been extremely successful at generating free
publicity. Others have been adept at so-called viral marketing (i.e. electronic word-of-
mouth), the classic case being Hotmail: anyone with a free email account has a
motive to encourage their friends to set one up too. More generally, however,
Langford (2000) found that, although Free Traffic Builders (FTBs: search engines,
directories, news groups, listservs, bulletin boards, and chat rooms) offer free online
promotion, none of these had much impact in generating traffic. Indeed, the scale of
their marketing expenditure relative to their revenue is one of the main causes of
failure among Web startups, especially B2C dotcoms (Higson & Briginshaw, 2000).

Several studies have looked at managers’ perceptions of the Internet as an advertising

medium (Ducoffe, 1996; Leong, Huang, & Stanners, 1998; Schlosser, Shavitt, &
Kanfer, 1999). Bush, Bush & Harris (1999) found that, while advertisers were
generally keen to use the Web to communicate product information, they were
concerned about security/privacy and uncertain how to measure the effectiveness of
online advertising. Leong, Huang & Stanners (1998) reported that website managers
perceived the Web to be a cost effective advertising medium, well-suited for
conveying information, precipitating action, creating brand or product image and
awareness. However, it was seen as ineffective for stimulating emotions or getting
attention.

Silk, Klein & Berndt (2001) explored the role of the Internet as an advertising
medium in competition with other media. Their analysis built on an earlier
econometric study of the substitutability and complementarity of traditional US
national media, as revealed by cross-elasticities over the period 1960–94 (Silk, Klein,
& Berndt, 1997).
30
They reviewed the early evidence on four aspects of online advertising: household
penetration, consumer demand for information, pricing and measurement, and fit with
different product/service categories. They concluded that “[the Internet’s] longer-
term impact on intermedia rivalry will be broad and substantial. [It] is emerging as
an adaptive, hybrid medium with respect to audience addressability, audience
control, and contractual flexibility … [and] a potential substitute or complement for
all the major categories of existing media” (Silk et al., 2001: 145)

4.2 Consumer Attitudes Towards Advertising on the

Web
If we turn from firms’ use of the Web as an advertising medium to users’ perceptions
of Web advertising, early researchers (Hoffman et al., 1995; Rust & Oliver, 1994)
(Rust & Oliver, 1994; Rust & Oliver, 1994)predicted that consumers might abandon
their traditionally passive role and actively seek out advertisements of relevance to
them. It has also been suggested that a decrease in consumers’ search costs, coupled
with technology to enable them to filter and block unwanted advertisements and the
ability of advertisers to offer targeted rewards for viewing ads, may lead to an
‘unbundling’ of advertising and content (Yuan, Caulkins, & Roehrig, 1998).

Mehta and Sivadas (1995) found that, while early Internet users had a fairly negative
attitude toward online advertising, they were more likely to respond to targeted than
to non-targeted ads. Ducoffe (1996) reported that business users perceived Web
advertising as more informative than valuable or entertaining. Survey respondents
were asked to rank seven media in terms of their value as a source of advertising, the
Web was placed near the bottom.

As Internet use became more widespread, however, Schlosser, Shavitt & Kanfer
(1999) found wide variation among users’ attitudes towards Internet advertising –
equal numbers of respondents liked, disliked, and felt neutral towards it. Enjoyment
of looking at web adverts contributed more than the information value or utility of the
ad towards developing positive consumer attitudes to web advertising. This finding
was mirrored by the responses of a demographically matched sample who answered
questions on advertising in general, showing that the reported perceptions of Internet
advertising were not just a reflection of the demographics of early Internet users.
31
Other research has looked at the relationship between the complexity of websites/ads
and attitudes towards them (Bruner & Kumar, 2000). Positive attitudes were
associated with greater web experience and with sites perceived as interesting but not
complex.

4.3 Advertising Effectiveness Online

While it has been shown that the greater the degree of interactivity the more popular
the website (Ghose & Dou, 1998), interactivity does not always enhance advertising
effectiveness as it can interrupt the process of persuasion, especially when ads are
targeted (Bezjian-Avery et al., 1998). Related to this, Griffith and Cramth (2000)
found that consumers viewing a retailer’s product offering through a print ad were
more involved with the offering, and recalled more about the product and the brand,
than did consumers viewing the same offering online.

Most Internet users use search engines to find product or brand information. The
ability of popular search engines to locate specific marketing/management phrases
was modeled by Bradlow and Schmittlein (2000). They concluded that, in addition to
the sheer size of the search engine (i.e. total number of pages indexed), its
sophistication (depth of search, ability to follow frame links and image maps, and
ability to monitor the frequency with which a page’s content changes) also affected
the probability that a given engine could locate a given web page.

Unsurprisingly, the nature of the ad copy also affects the clickthrough rate (Hofacker
& Murphy, 1998). Building on this research the same authors modeled clickthrough
probabilities and surprisingly found that the addition of an extra banner ad on a page
did not reduce the clickthrough rate of the first banner ad (Hofacker & Murphy,
2000). Early work by the Millward Brown company (Briggs & Hollis, 1997)
established that banner ads were not only a direct marketing vehicle but also worked
much like offline advertising in that, even when no clickthrough occurred, they
helped to build brand awareness and image for the advertised brand.

Flores (2000) reported results of extensive research on Internet advertising

effectiveness at Ipson-ASI Interactive. He stressed that traditional banners accounted
for only about half of online advertising expenditure in 1999 (versus 95% in 1997).
Other forms included full-page ads (‘interstitials’), ‘rich media’ ads, pop up ads,

32
sponsorships, email ads (e.g. in electronic newsletters), and company or product
websites. He argued that evaluation should depend on whether the main aim was
direct response or brand-building.
His findings include:
• Larger ads (interstitials etc) generated greater recall and clickthrough rates
but took longer to download, causing more annoyance.
• Consumers found broadband ads almost as engaging as TV ads, and much
more engaging than narrowband or print.
• Copy quality was crucial (and generally low).
• Experienced online consumers were less tolerant of online ads (and recall
rates were declining).
Flores (2000: 17) also argued that the future challenge would be not only to
understand how each medium (and format) works, but also how they work together,
including in combination with new media such as advertising on wireless devices
(Barwise & Strong, 2002) and iDTV (Brodin & Pawley, 2001).

Drèze and Zufryden (1997) developed and evaluated a web-based methodology for
evaluating the effectiveness of promotional websites. Using conjoint and efficient
frontier analysis, the four site attributes tested were background, image size, sound
file display, and celebrity endorsement. Their model aimed to provide a means of
evaluating different trade-offs to achieve website configurations that result in the
greatest time spent at the site plus the highest number of pages viewed.

Exploring the measurement of Internet advertising GRPs, reach and frequency, Drèze
and Zufryden (1998) suggested that the two main measurement problems to be
addressed were identification of an individual and counting revisits of cached (i.e.
stored) content. Leckenby and Hong (1998) continued the search for appropriate
audience measures by developing and testing six reach and frequency models. They
concluded that models developed for magazine or television data generally performed
equally well with Internet data, with the simplest model, the Beta Binomial, providing
the greatest accuracy. Wood (1998) also discussed how reach and frequency
measures were evolving on the Web. Other authors who conducted studies into the
effects of web ads include: Bellizzi (2000) who studied business-to-business
advertising and found that mentioning or simulating the website in print ads
significantly increased site traffic; Sen et al (1998) who discuss the different variables
available and appropriate for segmenting web users; and Yang (1997) who reported
33
an early study comparing the effect of interactive ads on students whose country of
origin was Taiwan, China, and the US.

Advertising on the Web has also been evaluated in terms of its comparative
effectiveness compared with offline advertising. Hoffman and Novak (2000)
discussed a range of customer acquisition methods used by CDNOW: traditional
media (radio, television, and print), online advertising (e.g. banner ads), a revenue-
sharing affiliate program, strategic partnerships with traffic generators such as AOL,
plus PR, freelinks, and word-of-mouth. They concluded that revenue-sharing, a very
different model from the impression-based advertising which still dominates
broadcast media, was the most cost-effective means of acquiring customers online.

The Internet is more a ‘pull’ medium like classified advertising in print media (i.e.
where interactions are initiated by the customer) than a ‘push’ medium like TV, but
marketers are gradually experimenting how to use it in both modes (Braunstein &
Levine, 2000; Hofacker, 2001). Overall, Internet advertising (including email) is still
a growth area within marketing communications, despite the justifiable reaction
against earlier overoptimistic expectations. Marketers are still learning how to use it
in terms of brand strategy, creative execution and evaluation.

5. Internet Economics and Pricing

5.1 Frictionless Markets?

Some commentators expect the Internet to lead to ‘frictionless markets’ in which
empowered customers, increasingly supported by intelligent agents, trusted
intermediaries and third parties, shop around with minimal effort, playing one
supplier off against another and relentlessly driving down prices. In economic terms,
the Internet can reduce buyer search costs, decreasing the ability of sellers to extract
monopolistic profits and increasing the ability of markets to optimally allocate
resources (Bakos, 1997). In this section we explore theoretical and empirical research
to-date on the impacts of the Internet on market prices and price dispersion. We start
with theoretical notions on buyer search costs and the likelihood of frictionless
markets.
34
An early analysis of web-related information economics was given by Wigand and
Benjamin (1995), who argued that the Internet holds great potential for efficiency
gains along the whole industry value chain, primarily because of transaction cost
savings (see also Rayport & Sviokla, 1995). The potential effects Wigand and
Benjamin discussed include disintermediation, reduced profit margins, consumer
access to a broad selection of lower-priced goods, but also various opportunities to
restrict consumers’ access to the vast amount of available information, and potential
commerce opportunities. They developed an integrated model of electronic
commerce and discussed implications for public policy “to mitigate risks associated
with market access and value chain reconfiguration”.

Bakos (1997) also addressed the impact of reducing search costs. He modeled the role
of buyer search costs in markets with differentiated product offerings in the context of
electronic marketplaces, and explored the implications for the incentives of buyers,
sellers, and independent intermediaries to invest in such marketplaces. Among other
things, his analysis provides formal support for the proposition that electronic
marketplaces promote price competition and reduce the market power of sellers, as
argued by Wigand and Benjamin (1995), Malone, Yates & Benjamin (1987), and
others who expected online markets to have less 'friction' than their offline
counterparts.

More recently, Sinha (2000) argued that the ease of collecting and comparing
information on the Web regarding prices, features and quality means that costs are
becoming increasingly transparent. This, according to Sinha, will impair sellers’
ability to obtain high margins, turning most products and services into commodities.
Sinha (2000: 47) suggests that the Internet “encourages highly rational shopping”,
eroding the ‘risk premium’ that sellers have been able to extract from wary buyers. It
also demands that companies with varying prices in different countries re-examine
their price structure. One response for firms is ‘smart’ pricing through versioning and
other mechanisms such as auctions. Sinha (2000: 50) argues that such ‘smart’ pricing
may be extremely risky in the long term as it may create perceptions of unfairness
among consumers, now able to share price information easily. The solutions he
recommends are a combination of product quality, innovation, and bundling.

35
Sinha’s succinct but wide-ranging article touches on several topics that have been
explored by researchers: price levels and price dispersion, bundling and versioning,
and auctions. In the following sections, we look at studies in each of these areas.

5.2 Price Levels and Price Dispersion

Early empirical evidence on the Internet’s impact on prices is reviewed by Smith,
Bailey & Brynjolfsson (2000), who found that Internet markets are more efficient
than conventional markets with respect to price levels, menu costs, and price
elasticity. However, despite the presence of conditions to foster efficiency, they also
found substantial and persistent dispersion in prices. They suggested that this may be
partly explained by heterogeneity in retailer-specific factors such as trust and
awareness (i.e. brand equity). In addition, Internet markets are still at an early stage
and may change dramatically in the coming years with the development of cross-
channel sales strategies, intermediaries and shopbots, improved supply chain
management, and new information markets.

Brynjolfsson and Smith (2000), one of the studies reviewed by Smith, Bailey &
Brynjolfsson (2000), analyzed the prices of books and CDs on 41 Internet and
conventional retail outlets. They found that prices on the Internet averaged 9% to
16% lower than in conventional outlets (depending on whether taxes, shipping and
shopping costs are included in the price). They also found substantial price dispersion
among Internet retailers, although weighting the prices by a proxy for market share
reduced this dispersion. They concluded that, “while there is lower friction in many
dimensions of Internet competition, branding, awareness and trust remain important
sources of heterogeneity among Internet retailers” (Brynjolfsson & Smith, 2000:
563).

Signs of less friction are present in several studies. For example, in a study on life
insurance, Brown and Goolsbee (1999) found that prices for term life policies fell 8%
to 15% between 1995 and 1997. Although other factors contributed to lower prices,
the rising use of specialized websites for comparison shopping explained up to half of
the total decline. Similarly, Scott Morton, Zettelmeyer & Silva-Risso (1999) found
that car buyers who used the Autobytel.com online referral service paid, on average,
2% less than customers who bought offline.

36
In another study of price and non-price competition in the online book industry, Clay
et al (1999) collected prices of 107 titles sold by thirteen online and two physical
bookstores. Controlling for book characteristics, prices in online and physical
bookstores were found to be the same. In line with Brynjolfsson and Smith (2000),
this study found significant price dispersion among online bookstores, providing
indirect evidence of perceived product or brand differentiation, enabling Amazon in
particular to charge a “substantial premium, … even relative to barnesandnoble.com
and Borders.com” (Clay et al., 1999: 1).

Empirical research suggests that the Internet's impact on pricing has been limited. A
theoretical study by Lal and Sarvary (1999) provides insight into possible
explanations. Their model distinguishes between ‘digital’ product attributes (which
can be communicated online at low cost) and ‘non-digital’ attributes (for which
physical inspection of the product is needed). It assumes that consumers are faced
with a choice of two brands but are familiar with the non-digital attributes of only the
brand bought on the last purchase occasion. Based on this assumption, Lal and
Sarvary showed that when (1) the proportion of Internet users is high enough, (2)
non-digital attributes are relevant but not overwhelming, (3) consumers have a more
favorable prior about the brand they currently own, and (4) the purchase situation can
be characterized by ‘destination shopping’ (i.e. the fixed cost of a shopping trip is
higher than the cost of visiting an additional store), the use of the Internet can not
only lead to higher prices but also discourage consumers from engaging in search.
Their explanation is that, under these conditions, an online consumer who wishes to
do so can avoid visiting any stores at all and therefore also avoid comparing the non-
digital attributes of competing brands. A further insight is that physical stores may
have a growing role for product demonstration and online customer acquisition. The
underlying theory is based on Nelson's (1970; 1974) distinction between search and
experience goods.

In addition to Nelson’s (1970) initial distinction between search goods (whose quality
can be judged by inspection) and experience goods (whose quality can be judged only
through usage), a third category was added by Darby and Karni (1973), namely
‘credence’ goods, whose quality cannot be determined reliably even after usage. A
classic example is wine. Online wine sales have been researched by Lynch and Ariely
(2000) who found that first, lowering the cost of search for quality information
37
reduced price sensitivity, and second, price sensitivity for goods common to two
online stores increased when cross-store comparison was made easy. However, easy
cross-store comparison had no effect on price sensitivity for unique goods. Third,
making information environments more transparent by lowering all three search costs
(for price information, for quality information within a given store, and for
comparisons across the two stores) produced welfare gains for consumers. The
implications are that retailers should aim to make information environments
maximally transparent but try to avoid price competition by carrying more unique or
differentiated merchandise.

Shankar, Rangaswamy & Pusateri (1999), using data from the hospitality industry,
also found that the Internet could dampen price sensitivity in some contexts.
Specifically, the Internet increased consumers’ price search, although it had no main
effect on the importance they attached to price, and reduced price sensitivity by
providing in-depth (price and non-price) information. The Internet also increased the
range of products and prices offered and product/price bundling by an intermediary,
thereby reducing price importance. Finally, it reduced the amount of price searching,
thereby increasing the effects of brand loyalty – very much as Lal and Sarvary (1999)
hypothesized and in line with the empirical results of Brynjolfsson and Smith (2000)
and Clay et al (1999) for books and CDs.

5.3 Bundling and Versioning

In relation to the Internet, it is often said that ‘information wants to be free’. Here,
‘free’ can mean both liberated and priced at zero. On the Internet, the marginal cost of
providing information to a customer is usually zero, so any pricing model for an
information product based on equating marginal cost to marginal revenue would
eventually lead to the information being given away. This raises the question of how
a firm can make money from content creation or packaging. Although this is not a
new issue – it is one which has always been faced by broadcasting, publishing and
other media industries – the power and ubiquity of digital technology are increasing
the scale of the problem.

Arthur (1996) argued that new knowledge-based industries are characterized by

increasing returns to scale, i.e. that if a product gains a dominant market share its
advantage is magnified by increasing returns. In this world, 'success accrues to the

38
successful' and 'market share begets market share'. In contrast, traditional resource
processing industries are characterized by diminishing returns. Arthur compared and
contrasted these two interrelated worlds of business and offered advice to managers
in knowledge-based markets. One important source of increasing returns in
information and communication industries is network externalities – whereby the
value of a product to one user depends on how many other users there are. Network
externalities were first defined and discussed by Rohlfs (1974); Katz and Shapiro
provide a comprehensive survey (Katz & Shapiro, 1994).

Turning our attention to bundling, optimal bundling strategies for a multi-product

monopolist information supplier (i.e. with zero marginal cost) were modeled by
Bakos and Brynjolfsson (1999). They suggested that bundling large numbers of
unrelated information goods might be surprisingly profitable because the law of large
numbers makes it easier to predict consumers’ valuations for a bundle of goods than
for the individual goods sold separately. They modeled the bundling of complements
and substitutes, bundling in the presence of budget constraints, and the scope for
offering a menu of different bundles if the market is highly segmented. They argued
that the predictions from their analysis appear to be consistent with empirical
observations of the markets for online content, cable TV programming, and music.

In Bakos and Brynjolfsson (2000a; 2000b) the authors extended their bundling model
to a range of different settings. They argued that bundling can create ‘economies of
aggregation’ for information goods, even in the absence of network externalities or
economies of scale or scope. They draw four implications: (1) when competing for
upstream content, larger bundlers are able to outbid smaller ones, (2) when competing
for downstream consumers, bundling can discourage entry even when the prospective
entrant has a superior cost structure or quality, (3) conversely, bundling by the new
entrant can allow profitable entry and (4) because a bundler can potentially capture a
large share of profits in a new market, bundlers may have higher incentives to
innovate than single-product firms.

Shapiro and Varian (1998a; 1998b) argued that “the so-called new economy is still
subject to the old laws of economics”. As they noted, the fixed costs of information
products tend to be dominated by sunk costs – costs that are not recoverable if
production is halted. They suggested that information providers therefore need
strategies both to differentiate their products and to price them in such a way that the
39
price varies between buyers reflecting the sometimes markedly different value that
the different segments place on the same – or almost the same – information product.
The solution they proposed is ‘versioning’, i.e. offering the information in different
versions targeted at different types of customer. Earlier examples include the series of
release windows for movies and the way publishers often release a book first as a
high-priced hardback and later in paperback. Shapiro and Varian described seven
dimensions of versioning: convenience, comprehensiveness, manipulation,
community, annoyance, speed, and support. Some of these issues were also explored
by Adar and Huberman (2000), who focused on the possibility of exploiting the
different but regular patterns of surfing demonstrated by different Internet users, by
implementing ‘temporal discrimination’ through dynamically configuring sites and
versioning information services.

5.4 Auctions
Online auctions, with eBay as the best-known example, were a hot topic of the late
1990s. They offer a rich area of study for marketing researchers and economists.
Lucking-Reiley (1999a) presented what he called ‘an economist's guide’ to online
auctions, including a brief history, and the results of a survey of 142 auction sites that
were online in the Fall of 1998. His paper summarized the various business models
they used, what goods they offered for sale, and what kinds of auction mechanism
they employed. Lucking-Reiley argued that established auction theory from
economics could be used to improve Internet auctions. He also presented detailed
data on the competition between the incumbent eBay and the two well-funded
entrants into the B2C online auction arena, Yahoo! and Amazon, in 1999. Among
other things, he showed that the different auctioneers’ fee structures had measurable
incentive effects on sellers' choices and transaction outcomes.

Building on this review, Lucking-Reiley (1999b) tested different auction formats

using field experiments in which collectible trading cards were auctioned. In addition,
Lucking-Reiley et al (2000) presented an exploratory analysis of the determinants of
prices in online auctions for collectible coins at eBay. Three findings stand out. First,
a seller's feedback ratings, reported by other eBay users, have a measurable effect on
his auction prices. This is particularly true for negative feedback ratings. Second,
minimum bids and reserve prices tend to have a positive effect on the final auction
price. However, this finding does not take into account that these instruments also
40
decrease the probability of the auction resulting in an actual sale. Third, when a seller
chooses to have his auction last for a longer period of days, this significantly
increases the average auction price.

A preliminary literature review and frameworks for analyzing auctions are also given
by Klein and O'Keefe (1999) and Chui and Zwick (1999). Klein and O'Keefe
described an example (Teletrade.com) of a telephone-based auction which now also
uses the Web; explored possible theoretical implications; and developed seven
hypotheses for future empirical research. Chui and Zwick explored the scope and
scale of online auctions and the range of business models including B2C, B2B, and
C2C auctions. DeKoning et al (1999) explored consumer motivations in using C2C
online auctions, focusing especially on the behavioral differences between global and
local/regional auctions.

5.5 Conclusion: Little Impact To-Date and Brands are

Not Dead
Overall, the dramatic early predictions that the Internet would lead to frictionless
markets characterized by commoditization and the death of brands (e.g. Gates, 1995;
Negroponte, 1995; Wigand & Benjamin, 1995) have so far proved wide of the mark.
There is evidence that it has increased competition and reduced average prices
slightly in some markets, but the impact on both price levels and price dispersion has
been small. Brands are still here and strong enough to attract critics (Klein, 2000).

The underlying reasons why brands exist have not gone away (Barwise, 1997). In
fact, trusted brands may be even more important in a world of information
overloaded, money-rich/time-poor consumers, and where product quality still cannot
usually be reliably judged online (Barwise, 1997; Dayal et al., 2000; Brynjolfsson &
Smith, 2000; Lal & Sarvary, 1999; Shankar et al., 1999). Also some firms can
counter price competition by providing unique products that prevent direct
comparisons (Lynch & Ariely, 2000). Finally, concerns about brand reputation
should limit firms’ enthusiasm for aggressive ‘smart’ pricing – a euphemism for
charging more to less price-sensitive customers (Sinha, 2000).

The continuing importance of brands has been one lesson from the dotcom bubble.
Another is that romanticized notions that the Internet would abolish economies of
41
scale were largely mistaken. In addition to economies of scale in branding and
fulfillment, and network externalities (e.g. in standards), even pure information
businesses can gain from economies of bundling (Bakos & Brynjolfsson, 1999;
Bakos & Brynjolfsson, 2000a; Bakos & Brynjolfsson, 2000b) and will likely also
have more opportunities for versioning (Shapiro & Varian, 1998a; Shapiro & Varian,
1998b).

One area where the Internet is having more impact is auctions. In the B2C and C2C
markets, eBay is a new type of business but the number of viable firms seems likely
to be small. In contrast, online markets and auctions are having a significant impact
on B2B markets (Bloch & Catfolis, 2001).

It may be that the muted impact of the Internet on prices is still the quiet before the
storm. As intelligent agent software becomes more powerful and more widely used,
we may see more pressure on prices and on brand loyalty. Even this, however, may
have more impact on channel choice (e.g. finding the cheapest place to buy the brand)
than on the choice of brand itself.

We now turn from ‘horizontal’ competition within a market to ‘vertical’ competition

along a value chain, i.e. channels and intermediaries. This is another area for which
early predictions of dramatic change have proved overstated.

6. Channels and Intermediaries

6.1 Disintermediation
The ability of easily accessible electronic information to increase the efficiency of
markets was an early topic addressed by marketing academics. Bakos (1991) used
economic theory to develop models which showed that, where product quality and
price information are easily available (as in electronic markets), search costs are
reduced and benefits for buyers increased which, in turn, can reduce sellers’ profits.
Following on from Bakos's work, Benjamin and Wigand (1995) suggested that the so-
called national information infrastructure (or NII, of which they believed the Internet
was only a part) would cause a restructuring and redistribution of profits among

42
stakeholders along the value chain, threatening all intermediaries between the
manufacturer and consumer.

This issue of the role of intermediaries in buyer-seller relationships has been a

recurring theme, with much of the earlier work suggesting ‘disintermediation’ and
later papers generally arguing for re- or cyber-intermediation. Rayport and Sviokla
(1994) described how physical interactions in the marketplace were being replaced by
virtual 'marketspace' transactions. They argued that the conventional value
proposition was being disaggregated and that its three basic elements – content (the
firm’s offering), context (how the content is offered), and infrastructure – could be
managed in new and different ways. Building on these ideas, Rayport and Sviokla
(1995) suggested ways of managing and exploiting this new virtual value chain.
Weiber and Kollman (1998) also evaluated the significance of virtual value chains
and concluded that information, in its own right, would become a factor of
competition in future markets.

Shaffer and Zettelmeyer (1999) and Wigand and Benjamin (1995) both sketched a
pessimistic scenario for intermediaries. According to Shaffer and Zettelmeyer (1999),
manufacturers have traditionally had to rely on retailers to communicate product and
category information that is either too technical or too idiosyncratic to be
communicated effectively via mass media. The emergence of the Internet as a
marketing communications channel now makes it possible for manufacturers (and
third parties) also to provide such information. Shaffer and Zettelmeyer show how
this may lead to channel conflict. Specifically, manufacturers gain and retailers lose
from information that makes a retailer's product offerings less substitutable. In an
earlier paper, Wigand and Benjamin (1995), using a transaction cost perspective,
suggested that intermediaries between the manufacturer and the consumer may be
threatened as electronic commerce becomes ubiquitous and as information
infrastructures reach out to the consumer. Profit margins, they argue, may be
substantially reduced. The consumer is likely to gain access to a broad selection of
lower-priced goods, but there will be many opportunities to restrict consumers' access
to the potentially vast amount of commerce. An essential component of the evolution
of the future world of electronic commerce, the authors suggest, is the 'market choice
box' – the consumer's interface between the many electronic devices in the home and
the information superhighway (Wigand and Benjamin, 1995; Barwise, 2001).

43
6.2 Reintermediation and ‘Cybermediaries’
In contrast to these views, Sarkar, Butler & Steinfield (1998) argued against the idea
that intermediaries are likely to disappear. Drawing on channel evolution literature
and transaction cost economics, they proposed instead that virtual channel systems
and new ‘cybermediaries’ would emerge. In a short Harvard Business Review
perspectives article, Carr (2000) took this argument a step further arguing that, far
from the widely predicted disintermediation, the Internet is in fact leading to
‘hypermediation’ in which transactions over the Web, even very small ones, routinely
involve many intermediaries – not only wholesalers and retailers, but also content
providers, affiliate sites, search engines, portals, internet service providers, software
makers and many others. He suggested that it is these largely unnoticed
intermediaries who stand to gain most of the profits from electronic commerce.

Jin and Robey (1999) focused on B2C cybermediaries such as Amazon, Virtual
Vineyards, and 1-800-FLOWERS. They proposed six theoretical perspectives on
cybermediation: transaction cost economics, consumer-choice theory, retailing as an
institution, retailing as social exchange, retailers as bridges in social networks, and
retailers as creators of knowledge. They conclude that a multitheoretical approach (in
contrast to transaction cost theory alone) shows both that the disintermediation
hypothesis was overstated and that cybermediaries can exist for many reasons.
Bhargava, Choudhary & Krishnan (2000) explored the aggregation benefits that
consumers derive from having access to multiple providers through an intermediary.
Their analysis is theoretical and economics-based. They concluded that when
consumers are heterogeneous and differ in their willingness to pay for intermediation,
the intermediary can offer two or more service levels at different price levels.

These theoretical propositions by Sarkar, Butler and Steinfield, Jin and Robey, and
Bhargava are consistent with empirical findings. Bailey and Bakos (1997) suggested
that markets do not necessarily become disintermediated as they become facilitated
by information technology. Thirteen case studies of firms participating in electronic
commerce were explored and evidence was found of new emerging roles for online
intermediaries, including aggregating, matching sellers and buyers, providing trust,
and supplying interorganizational market information. The authors discuss two
specific examples to illustrate an unsuccessful strategy for electronic intermediation
(BargainFinder) as well as a more successful one (Firefly).

44
Christensen and Tedlow (2000) categorized the Internet as a ‘disruptive’ technology
which enables innovative retailers to create new business models that significantly
change the economics of the industry. They put this in an historical context by
relating the Internet to three previous disruptive technologies in retailing: the
department store, the mail order catalog, and the discount department store. They
proposed that “…the essential mission of retailing has always had four elements:
getting the right product in the right place at the right price at the right time and the
Internet has great potential for improving performance on various combinations of
the first three of these. For information products and services, the Internet can also
perform outstandingly on the fourth, time, dimension, but for physical products it
does not. When shoppers need products immediately, they will head for their cars, not
their computers” (Christensen & Tedlow, 2000: 42). They further argued that the
Internet is unsuited for products which require ‘touch and feel’, not to mention ‘taste
and smell’.

Based on their analysis of the three earlier disruptive technologies, Christensen and
Tedlow noted that one pattern has been that generalist stores and catalogs dominate at
the outset of the disruption but are then supplanted by specialists. A second pattern
has been that the disruptive retailers initially sold easy-to-sell branded mass-market
products and then moved up-scale with higher-margin, more complex products. They
suggested that it is too soon to say whether the first of these two patterns will recur on
the Internet – more likely, the pattern will vary between categories – but that there is
some evidence that the second pattern is recurring – and probably much faster than
with the previous disruptive technologies, since the Internet enables firms to swiftly
achieve high market reach combined with high richness of content and range (also see
Evans & Wurster, 1999, discussed in Section 7.1). If this analysis is correct, we will
see consumer e-commerce growth for complex, high-ticket items such as durables
(but excluding those needing ‘touch and feel’) as well as for simple branded products
such as books and music.

The corporate intranet represents another largely unresearched, new B2B channel
(Barwise, 2001:37). Increasingly, high-value corporate employees are using intranets
for ordering office supplies, booking travel, etc. Some firms have extended this
system to enable staff to make personal purchases (e.g. booking a leisure break at an
attractive price which includes a corporate discount) through the intranet. This is seen
45
as a tool for attracting and retaining key staff, as well as increasing their use of, and
familiarity with, the intranet. For the supplier, it represents a low-cost, low-risk way
of reaching money-rich, time-poor consumers.

6.3 Business-to-Business (B2B) Markets

Most of the research reviewed here focuses on consumer markets and it is these that
have attracted the most media coverage. More important in business terms, at least
initially, is the setting up of new B2B markets and exchanges or ‘e-hubs’. Chircu and
Kauffman (2000) describe a framework whereby a traditional intermediary is able to
continue to compete by combining web technology with its existing specialist assets.
The framework is based on literature from several disciplines and evidence from a
study in the corporate travel industry. The results show that traditional travel firms
have been able to avoid disintermediation and retain a highly profitable central role in
this market.

Potentially more dramatic (in terms of changes in business processes) has been the
emergence of entirely new B2B e-hubs. E-hubs can be defined as websites where
industrial products and services can be bought from a wide range of suppliers.
Ramsdell (2000) categorized B2B online markets into three kinds: ‘vertical’ markets
such as those for auto manufacturing or petroleum products; ‘horizontal’ markets
typically focusing on the supply of maintenance, repair and operations (MRO)
products, such as safety supplies, hand tools, and janitorial services; and finally
markets focusing on specific functions such as human resources. He concluded that
these B2B markets would fundamentally change how firms and their suppliers
interact, especially for MRO products and services. An alternative classification has
been given by Kaplan and Sawhney (2000) based on what businesses buy (operating
inputs versus manufacturing inputs) and how they buy (systematic sourcing versus
spot sourcing). They give examples of each of the four types and also describe both
forward and reverse aggregation models.

Since the dotcom meltdown, the number of pure-play B2B e-hubs has declined and
many of those that survive are struggling. Currently, the growth is in less ambitions
B2B online auctions where individual firms use the Web to support contract bids by
their suppliers using technology provided by firms such as Freemarkets.com. There

46
are, however, arguments that in the long term, the dominant e-market will be industry
consortia delivering full supply chain integration (Bloch & Catfolis, 2001).

7. Online Marketing Strategy

Turning to implications for marketing strategy, we first describe studies focused on

general strategic implications of the Internet. We then turn to research on how firms
should prepare themselves for the 'new economy' and which business models they
employ (or should employ) in online environments. We then briefly discuss research
that has adopted an international perspective. Finally, we give some tentative
conclusions. Even more than for the other sections, research described here is clearly
'marked' by the time at which it was conducted. Now that the Internet bubble has
burst, we expect to see more research addressing issues related to the 'new economy
slowdown' but, to-date, such studies have not appeared in academic journals.

7.1 Strategy and the Internet

Many books and articles, and some research studies, have investigated the
opportunities and challenges created by the Internet and the implications for
marketing strategies. Baer (1998) is one of the few authors to take a long-term
perspective. He described a century of failed visions and applications, drew some
general lessons from past experience, documented why interactive services might
now at last take off, and indicated some likely areas for growth. Also in 1998, the
Journal of Business Research devoted a special issue to business in the new electronic
environment (see Dholakia (1998) for the introduction to this issue).

Evans and Wurster (1999) argued that electronic commerce was no longer about
'grabbing land'. Instead, they suggested that the battle for competitive advantage in
this arena will be waged along three dimensions: reach, affiliation, and richness.
Reach is about access and connection – how many customers a business can connect
with and how many products it can offer to those customers. Richness is the depth
and detail of information that the business can give the customer, as well as the depth
and detail of information it collects about the customer. Affiliation reflects whose
interests the business represents. This logic poses a challenge for incumbent product
47
suppliers and retailers – they have to recognize that their value chain is being
deconstructed (see Sections 6.1 and 6.2).

Zettelmeyer (2000) offered another perspective on the implications of Internet growth

for firms. He showed how pricing and communication strategies may be affected by
the size of the Internet. Firms have incentives to facilitate consumer search on the
Internet, but only as long as its reach is limited. As the Internet is used by more
consumers, firms' online pricing and communication strategies will mirror their
offline strategies. According to Zettelmeyer, firms can increase their market power
by strategically using information on multiple channels to achieve finer consumer
segmentation.

Coltman et al. (2000) focused on the forces that determine the appropriateness of e-
business to a firm. They sketched out the characteristics of organizations likely to
survive in the new network economy. Three related questions guided their analysis:
(1) Where is the revolution (or evolution) concentrated?, (2) Why is the revolution (or
evolution) occurring as it is?, (3) Is it a revolution or natural evolution? They
conclude that claims that e-business is driving revolutionary change are misleading
and only partly correct. In contrast, Anderson (2000) proposed that e-business
enables companies to transform not only their marketing operation, but also the entire
way they do business, from procurement to communications to supply chain,
massively improving their speed, global reach, efficiency, and cost structure. Cross
(2000) also took into account the downside of these developments, which are forcing
managers to rethink and reshape their business strategies, their use of technology, and
their relations with suppliers and customers. In Cross's view, the convergence of new
technologies, hypercompetitive markets, and 'heat-seeking' financial and human
capital that quickly flow to new and untested business models threatens a number of
traditional business models and processes.

In a recent article entitled 'Strategy and the Internet’, Porter (2001) argued that,
contrary to what many observers think, the Internet is not disruptive to most existing
industries and companies because it does not nullify important sources of competitive
advantage – in fact, it often makes them even more valuable. Rather than rendering
strategy obsolete, because the Internet tends to weaken industry profitability without
providing proprietary operational advantages, it is more important than ever for
companies to distinguish themselves through strategy. For traditional companies, he
48
suggests strategy should be based on the view that the Internet complements rather
than cannibalizes existing ways of doing business.

7.2 How Firms Should Prepare for the New Economy

Not surprisingly, much research in the strategy area has centered on the question of
how firms should adapt to their rapidly changing environment and 'get in shape' for
the new economy. For example, Voss (2000) described how firms can develop a
systematic strategy for delivering service on the Web, while Weiber and Kollmann
(1998) evaluated the significance of virtual value chains in opening up possibilities in
the so-called 'marketplace' and 'marketspace' (Rayport & Sviokla, 1994, See section
6.1)

Most authors see becoming an e-business as an evolutionary journey for firms. For
example, Earl (2000) identified six stages, each determining the course of the next:
external communications, internal communications, e-commerce, e-business, e-
enterprise, and transformation drop the ‘e’. These correspond to six lessons
representing an agenda for evolving e-business: (1) perpetual content management,
(2) architectural integrity, (3) electronic channel strategy, (4) high-performance
processes, (5) information literacy, and (6) continuous learning and change.
Similarly, Albrinck et al (2000) argued that virtually all companies pursue e-business
opportunities in a consistent way, passing through four stages: grassroots, focal point,
structure and deployment, and endgame. Venkatraman (2000) described five steps to
a 'dot-com strategy'. In his view, vision, governance, resources, infrastructure, and
alignment are the stepping stones to a successful web strategy.

Chavez, Leiter & Kiely (2000) outlined a multidimensional framework to help

managers decide how to structure their Internet businesses: whether to keep them
integrated into the parent company, establish them as wholly-owned subsidiaries, or
spin them off (wholly or partially). They argued that firms must weigh the tradeoffs
between what they called the ‘three Cs’: control, currency and culture. Above all, the
decision must be made in the context of a company's total 'digital agenda': that is, as
part of its overall strategy for creating and sustaining value in the new economy.

49
Dayal, Landesberg & Zeisser (2000) specifically considered how firms can build
digital brands. In their view, the ‘3 Ps’ of a physical brand in the consumer's mind –
its personality, presence, and performance – are also essential on the Web. In
addition, digital brand builders must manage the consumer's online experience of the
product, from first encounter through purchase to delivery and beyond (see Section
2.3). As discussed below, their paper also analyzes the range of business models
underlying digital brands.

More recently, Moss Kanter (2001) described 'ten deadly mistakes of wanna-dots', i.e.
established firms seeking to incorporate the Internet into their businesses. Based on
empirical research in North America, Europe, and Asia, she found evidence for
several common barriers to change in emerging e-businesses, including lack of
commitment and lack of knowledge about how to change. She argued that 'wanna-
dots' should go beyond 'cosmetic changes' and be prepared to undergo a 'serious
makeover'.

7.3 Business Models

How can firms use the Web to achieve strategic and marketing benefits? This is
clearly a key strategic marketing question but, to-date, research on online business
models is limited. Perhaps this is because a proper examination of the question
necessitates a thorough understanding of the behavior of consumers, firms and other
players in the Internet arena, while the first empirical generalizations in these areas
are only just starting to emerge.

Nevertheless, some researchers have started to work in this area, mostly focusing on
describing and classifying the various business models that are being used. Ward
Hanson's Principles of Internet Marketing (2000) was the first advanced textbook on
the topic. Hanson proposed a useful distinction between business models based on
improvements in the product or service and those based directly on revenues. The
first includes models focused on enhancement (e.g. brand building), efficiency (e.g.
cost reduction), and/or effectiveness (e.g. information collection). The second
includes models in which the provider pays (e.g. sponsorship or alliances) and those
in which the user pays (e.g. product sales or subscriptions).

50
Ethiraj, Guler & Singh (2000) examined the changes in opportunity space within
firms’ value chains arising from online technologies, and the implications for
competitive advantage. They identified four key components of the business model –
scalability, complementary resources and capabilities, relation-specific assets, and
knowledge sharing routines – and discussed how and why these may be important
drivers of competitive advantage in Internet-based business models. Also looking to
identify what makes Internet businesses successful, Dayal, Landesberg, Zeisser
(2000) argued that there are six basic business models: retail, media, advisory, made-
to-order manufacturing, do-it-yourself, and information services. They proposed that
the success of an Internet brand rests on the skill with which its business model
combines two or more of these.

Building on the entrepreneurship and strategic management literatures, Amit and Zott
(2000) examined the value creation potential of a sample of American and European
e-commerce companies. They developed a model that enables an evaluation of the
value-creation potential of e-commerce business models along four dimensions:
novelty, lock-in, complementarities, and efficiency. Dutta, Kwan & Segev (1998)
sought to understand how the Internet has transformed business models across
different types of business. Specifically, they investigated how the marketing mix and
customer relationships are being transformed across different sectors and regions.
They concluded that few firms are rethinking how their business models are being
transformed and, consequently, that most firms’ Internet presence is rather
ineffective.

Focusing on business models specifically for online content services, Picard (2000)
explored how such business models emerged, how new developments are affecting
those models, and the implications for content producers. He divides the history of
online content service providers into periods coinciding with four 'abandoned'
business models (videotext, paid Internet, free Web, and advertising push), one model
in current use (portals and personal portals), and an emerging model (digital portals).
The latter allows the combination of aspects of current content portals plus
digitization of video and audio.

Werbach (2000) investigated another potential source of revenue for Internet firms
that has received little attention: syndication. Syndication involves the sale of the
same information to many customers, who then integrate it with other offerings and
51
redistribute it. It has its origins in the news and entertainment worlds but, Werbach
argues, syndication is expanding to define the structure of e-business. As companies
enter syndication networks, they will need to rethink their products, relationships, and
core capabilities.

Most empirical research on revenue models has concerned one specific revenue
source – internet advertising (discussed mainly from an advertiser perspective, see
Section 4).

For established businesses, Geyskens, Gielens & Dekimpe (2001) studied the net
impact of setting up an additional Internet channel on a firm's stock market return,
reflecting the change in expected future cash flows. They found that, on average,
Internet-channel investments had been profitable by this measure. They also
identified firm strategies and market characteristics that influence the direction and
size of the stock-market reaction. For example, they found that early followers had a
competitive advantage against both innovators and later followers (as also argued by
Porter, 2001).

Geyskens, Gielens & Dekimpe’s empirical analysis revolves around the newspaper
industry – a widely-cited example of an industry struggling to respond to the digital
revolution. According to Baer (1998), when videotext was first invented, newspapers
such as the LA Times saw it as simply a new publishing medium. They were
reluctant to accept that the 'content' of most interest to consumers was largely other
consumers they knew well (colleagues, friends, family), i.e. email or chat. Today,
virtually all newspaper groups have implemented online versions, partly to protect
their classified advertising revenue, partly to protect subscription/cover price revenue,
and potentially to open up new revenue sources (Dans, 2000; Dans & Pauwels, 2001;
Elberse, 1998; Dans & Pauwels, 2001)

7.4 International Perspectives

To-date, despite the fact that the Internet is likely to have far-reaching implications
for international marketing, only a handful of studies have explored marketing and
the Internet in an international context.

52
The question of how the Internet might revolutionize global marketing was raised by
Quelch and Klein (1996). They discussed the opportunities and challenges that it
offers to large and small companies worldwide. They examined the impact on global
markets and new product development, the advantages of an intranet for large
corporations, and the need for foreign government support and cooperation. More
recently, Samiee (1998) reported two types of impediment to the Internet's adoption
and growth in international marketing: structural (nations' differing infrastructures,
languages, cultures, and legal frameworks) and functional (marketing program and
process issues, including data management and customer discontent). His analysis
suggested that the Internet will play a much greater role in B2B marketing across
national boundaries than in international consumer marketing. For an exploratory
study that examines how the Internet can help small and medium-sized firms (SMEs)
reach a global market see Lituchy and Rail (2000).

Developments in Europe versus those in the US have been studied by Cornet, Milcent
and Roussel (2000) and Hammond (2001). Cornet, Milcent and Roussel (2000)
discussed how Europe is 'playing catch-up' with the US in e-business. The European
game, they argue, may well have a different outcome, as conditions specific to
Europe give incumbents a better chance to win. Hammond (2001) surveyed a global
panel of media experts after the bursting of the Internet bubble in 2000. She found
that consumer usage of the Web was expected to continue its growth much as
previously predicted by the same panel. However, there were some regional
differences. Experts from Europe, despite starting from a lower base in 2000, were
more optimistic than those from North America for the five year outlook for online
purchasing (in their countries) of gambling, newspapers, and groceries. Eastern
Europeans expected their countries to catch up with the West by 2005.

Within Europe, Rosen and Barwise (2000) compared business use of the Web by
corporates and Web startups in different countries. They confirmed the advanced
development in the Nordic countries but also found that French companies were in
many respects as advanced as those in the UK, Germany, and Holland, despite the
relatively low penetration of the Web among consumers in France. Rosen and
Barwise attribute this pattern to the earlier development of France Telecom's
proprietary Minitel system, which retarded consumer adoption of the Web but
accelerated French businesses' development of online systems and data.

53
Using a series of exemplary cases, Berthon et al (1999) illustrated how international
firms can use the Web to enhance the marketing of services across national
boundaries. They argued that cyberspace 'gives the marketer undreamed control over
the previously capricious characteristics of services', and that innovative use of the
Web can address problems traditionally related to the marketing of international
services (intangibility, simultaneity, heterogeneity and perishability). In addition, they
offered a 'diagnostic checklist' to evaluate the effectiveness of a firm's website in
providing such services.

7.5 Online Marketing Strategy: Tentative Conclusions

As yet, there has been little systematic research on the implications of the Internet for
marketing strategy. What has been done is still fragmented. Opinions vary between
those, such as Evans and Wurster (1999) and Anderson (2000), who believe that the
Internet will transform strategy, and those such Coltman et al (2000), Porter (2001),
and ourselves, who argue that the fundamental tenets of strategy and marketing still
apply.

There is some consensus on how existing firms should prepare for the new economy,
with most writers agreeing that the change process involves a series of recognizable
stages, although different writers use somewhat different labels.

Business models still represent a big gap. Hanson (2000) provides a useful and
balanced classification, but it remains the case that both dotcoms and established
firms are in most cases still struggling to find business models which generate
significant direct revenues online (with some notable, widely cited exceptions such as
AOL and Dell). The emphasis today is mainly on what Hanson calls product/service
improvement models rather than direct revenue models. For instance, there is
evidence that among the main B2C beneficiaries of the Web have been established
retailers using a ‘bricks and clicks’ strategy whereby consumers browse online but
purchase at the physical store (Vishwanath & Mulvin, 2001).

Finally, although a striking feature of the Internet is its ability to transcend

geography, there has been little research on its impact on international marketing.

54
The most cited paper to-date is Quelch and Klein’s (1996) early discussion of the
opportunities and threats it raises for firms operating internationally.

8 Conclusions and Research Opportunities

8.1 Overall Evaluation: The Impact of the Internet on

Marketing
Until the bubble burst in Spring 2000, expectations of the Internet had been so
overhyped that the reality was bound to disappoint. The danger now, especially in a
much less confident financial and geopolitical climate, is that sentiment swings too
far the other way and the Internet’s significance is underestimated. We still believe
that the Internet, and the digital revolution more generally, will have wide-ranging
impacts on marketing as well as on many other aspects of society and business
(Barwise & Hammond, 1998).

Contrary to some of the earlier hype, the Internet does not change the fundamental
principles of marketing. Nor has its impact to-date, (e.g. on consumer behavior,
advertising, pricing, channels/intermediaries, strategy and globalization) been
anything like as dramatic as predicted. However, we expect its impact to increase
greatly over the next ten years for three reasons:

1. Even in the US, Northern Europe and Australasia, the Internet is only a
recent part of most consumers’ lives – and its penetration is still much
lower than for traditional mass technologies (TV, radio, mail, telephone,
automobile). In other countries, its penetration is even lower. Internet
adoption and usage are still increasing among consumers and businesses,
especially in countries with lower penetration today. As it approaches
universal adoption and usage, its role within marketing – especially
international marketing – will continue to grow.

2. Marketers are still learning how to use the Internet as a medium in its
own right and especially in combination with other media (Flores 2000;
Silk et al., 2001). Despite the rhetoric about integrated marketing
communications, ‘bricks and clicks’ strategies, ‘one-to-one marketing’
55
 (Peppers & Rogers, 1993; Peppers & Rogers, 1997), and ‘permission
marketing’ (Godin, 1999), it will take years for most firms to turn these
words into cost-effective reality. Many of the issues relate to technology,
database management, organization, and policy (e.g. addressing security
and privacy concerns), as well as creative execution (Barwise & Strong,
2002). All of this is happening – for instance, the Internet is steadily
increasing its share of advertising in most countries – but it will take
time.

3. The technology is still developing fast. Current developments include

broadband, mobile Internet and digital radio, iDTV and virtual reality,
wireless LANs (e.g. in the home and office), better intelligent agents, and
more intuitive interfaces (Barwise, 2001; Barwise & Hammond, 1998;
Maes, 1999). None of these technologies has significant penetration;
none works very well yet; none has an agreed standard like the Internet
Protocol; none is cheap enough yet to achieve mass market adoption. All
of these developments seem likely to happen, but they will take several
years. Over time, however, their combined effect on marketing practice
will be great.

Online technology has the potential, depending on the context, to:

• Reduce customer search costs
• Allow low-cost customization of the marketing mix
• Support some market-related activities like auctions and brand communities
in areas where they were not previously viable
• Give customers access to firms (and perhaps vice versa) any time, anywhere
• Abolish some types of intermediary and create other, new types
• Strongly reinforce globalization

Which of these actually happens, and how much, will emerge over the next few years,
but meanwhile, many specific insights have already emerged from the research to-
date.

56
8.2 Specific Insights from the Research To-Date
• The Internet is already valued by a large minority of the population as an
information source, but it competes with other channels and has to offer clear
benefits (Bellman et al., 1999; Morrison & Roberts, 1998). Convenience is a
key benefit for adopters; the development of recommendation systems and
other agents will increase the Internet’s perceived utility and use for such
people (Ariely, 2000; Häubl & Trifts, 2000).

• As the Internet matures we can expect it to become somewhat more

entertainment-orientated in order to attract a broader user base. This will
increase its revenue potential. (Hammond et al., 2000; Novak et al., 2000).

• Brand equity can, at least to some extent, be reinforced through online

communities (Muniz & O'Guinn, 2001). Although brand loyalty may not be
higher in online markets (Fader & Hardie, 2001), where brand loyalty is
increased, high market share brands benefit most (Danaher et al., 2000).
Brands are especially important for new adopters (Ward & Lee, 2000). This
partially supports the view that online retailer choice is mostly a low
involvement process (Ilfeld & Winer, 2001).

• The Internet is emerging as a significant advertising medium, although more

slowly than the enthusiasts predicted. Most of the advertising revenue is
captured by the biggest sites (AOL, MSN, Yahoo! etc), leaving the business
plans of most ‘niche’ advertising-funded dotcoms in tatters.

• As an advertising medium, the Internet can be used in many ways – e.g.

mass/targeted, push/pull, local/national/global (Silk et al., 2001). It now
includes a wide range of formats, with many alternatives to traditional banner
ads (Bellman & Rossiter, 2001) (Flores, 2000) and email, probably the
fastest-growing part of Internet advertising. Clickthrough rates are low and
falling, but underestimate the total consumer response (Flores, 2000).
Relevance and permission are becoming increasingly important (Barwise &
Strong, 2002).

57
• Early predictions that the Internet would lead to ‘frictionless’ markets (Gates,
1995; Wigand & Benjamin, 1995) have so far proved wide of the mark.
There is evidence that it has somewhat increased competition and reduced
prices in some markets, but the impact on both price levels and price
dispersion has been small (Smith et al., 2000).

• By the same token, brands continue to be just as important in the post-

internet world (Barwise, 1997; Dayal et al., 2000; Lal & Sarvary, 1999;
Shankar et al., 1999), as does product differentiation (Lynch & Ariely, 2000).

• Economies of scale will continue to be extremely important. In addition to

physical (e.g. fulfillment) and network externality reasons, even for pure
information products the larger players will have more scope for bundling
(Bakos & Brynjolfsson, 2000a; Bakos & Brynjolfsson, 2000b) and versioning
(Shapiro & Varian, 1998a; Shapiro & Varian, 1998b).

• Online markets and auctions have had limited impact on consumer (B2C,
C2C) markets despite the success of a few businesses, notably eBay. But
they are developing fast in B2B markets, (Bloch & Catfolis, 2001; Kaplan &
Sawhney, 2000).

• The expected ‘disintermediation’, as existing intermediaries are replaced by

direct communications between primary suppliers and consumers (Benjamin
& Wigand, 1995; Rayport & Sviokla, 1995; Shaffer & Zettelmeyer, 1999),
has not happened. Instead, the initial evidence is that, as predicted by Sarkar,
Butler & Steinfield (1995), when intermediaries disappear they are replaced
by new web-based ‘cybermediaries’ (Sarkar et al., 1998; Bailey & Bakos,
1997) .

• There is also evidence that bricks-and-mortar intermediaries who have

successfully combined online technology with their existing assets (a ‘bricks
and clicks’ strategy) have gained competitive advantage (Chircu &
Kauffman, 2000; Vishwanath & Mulvin, 2001).

• At this stage, there is little empirical research on the impact of the Internet on
marketing strategy. There is wide agreement that firms should prepare for
58
 the new economy in stages (Earl, 2000; Albrinck et al., 2000; Venkatraman,
2000) and that full preparation requires a transformation going well beyond
marketing (Anderson, 2000; Moss Kanter, 2001).

• There is still no consensus on the long-term impact on strategy, nor on viable

business models. At this stage, most successful business use of the Internet
has been as a supplement to existing activities rather than as a way of
generating significant direct revenue (see classification in Hanson, 2000).

• An early HBR article by Quelch and Klein (1996) on how the Internet may
revolutionize global marketing has not been followed up by large-scale
empirical research. Given the inherently global nature of the Internet, this
represents an opportunity.

8.3 Future Research Opportunities

The discussion in this review has covered a wide range of topics, but several key
areas have emerged where further research can add to the Marketing discipline. We
list these under three headings: first, the application of existing approaches to
measure the impact of online media on substantive topics in marketing strategy and
consumer behavior; second, the development of new theory; third, the emergence of
new (or the effects on existing) market research methodologies.

The impact of the Internet on marketing strategy and consumer behavior

Under this broad heading we may expect to see the following types of question
addressed:

• Does consumer behavior change when the Internet is used as a channel for
commerce?

• Are consumers more or less brand loyal when they buy online? What factors
determine customer loyalty in an online environment?

• How does the role of brands differ in online versus offline environments?

59
• What are the short- and long-term effects of promotions in an online shopping
environment?

• Is online advertising more or less effective than offline advertising? In what

respects and contexts/roles?

• How should we measure marketing performance online?

• What CRM strategies are effective online?

• How should online and offline channels be combined? Do online channels

'cannibalize' offline channels?

• To what extent does the Internet affect international marketing and diffusion
processes?

• How does the Internet fit into everyday life? How has it changed everyday life?

• How will Internet marketing evolve into marketing using a range of converging
digital media (broadband, mobile, interactive television)?

We would expect to see explicit use of existing theory to address these questions –
theory not only from marketing but also from economics, psychology and
anthropology.

The development of new theory

In addition to the use of existing theory, the rise of the Internet creates the need for
new theory in a number of radically new areas, particularly:

• Consumer-to-consumer interaction
• Agent-consumer interaction
• Agent-to-agent (or machine-to-machine) interaction

60
Emerging marketing research methods
As Rangaswamy and Gupta (1999) indicate, the Internet will influence not only
which research issues we pursue, but also how we will explore those issues and how
we disseminate research results, insights, and techniques to a broad audience. This
review is a case in point. We used the Web extensively to find relevant papers from a
wide range of sources. We are also using it to disseminate the results (at
www.marketingandtheinternet.com).

As far as emerging market research methods are concerned, online real-time

experiments promise to be an exciting area. The Internet generates huge quantities of
unobtrusive data which can be used to set up consumer behavior experiments that are
more realistic and complex than experiments in the offline world. Englis and
Solomon (2000) review consumer research applications online and describe one
particular methodology for ‘visually-oriented consumer research’. In addition,
research into controversial, sensitive or ethical topics is challenging in a face-to-face
(i.e. focus group) setting. Montoya-Weiss, Massey and Clapper (1998) suggest the
advantages (and drawbacks) that electronic communication environments have for
helping with communication apprehension (CA) problems in such research. Possible
other applications include:
• Assessment of customer acquisition costs
• Measurement of responsiveness to advertising and promotions
• Investigation of price sensitivity
• Exploration of consumer-agent interaction

61
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