The E-commerce Service Index Framework

According to Sigala (2003) “the ecommerce service index framework has two dimensions: the existence of different services (that is dissemination of information, communication, order, payment, and delivery) and the development of services of services towards more sophisticated and integrated process between the customer’s actions and the suppliers Information Technology Systems (example, traditional processes, personalised or customised services)”. The EC framework overcomes the limitation of the internet value chain due to the more sophisticated internet tools (ibid)

Dussart, (2000) and Zott et al., (2000) both argued that, though the EC framework incorporates customer services elements and more sophisticated IT tools, it still fails to mention how the internet’s capabilities have changed marketing strategies.