Australian Digital Commerce: A commentary on the retail sector
Abstract
In this market study we analysed the digital presences of 89 Australian retailers using a catalogue of 63 single items. We find that while Australian retailers have achieved reasonable levels of maturity in the informational and transactional dimensions, and also ventured into the social media space, they are lacking in implementing the relational components of digital commerce. Termed the 'relational gap', this finding points to missed opportunities in building loyalty and lasting relationships with their customers as the basis for repeat purchases and cross selling.
Keywords
Retail; Digital Commerce; Online shopping; e-commerce; social commerce; Market study
Cite as
Riemer, K., Brunk, J., Gal, U., Gilchriest, B., & Ord, R. (2013). Australian Digital Commerce: A commentary on the retail sector. In Australian Digital Transformation Lab: Vol. 1. Sydney, Australia.Details
Publication type
Working paper
Peer reviewed
No
Publication status
Published
Year
2013
Number of pages
24
Volume
1
Title of series
Australian Digital Transformation Lab
Place
Sydney, Australia
Language
English
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