The role of online buying experience as a competitive advantage: Evidence from third-party ratings for e-commerce firms


Journal Article

Claims have often been made that the quality of online buying experience - Web site usability, product selection, the extent of customer confidence, and the quality of customer relationships - are crucial to the success of e-commerce firms. We posit that Web site usability and product selection can be competed away via imitation, while customer confidence and relationship services represent a sustainable competitive advantage. Evidence from the association between third-party ratings of online buying experience and firms' Tobin's q for a sample of 46 e-commerce firms during the period 1999-2000 is consistent with our posited hypotheses.

Full Text

Duke Authors

Cited Authors

  • Kotha, S; Rajgopal, S; Venkatachalam, M

Published Date

  • April 1, 2004

Published In

Volume / Issue

  • 77 / 2 SUPPL.

International Standard Serial Number (ISSN)

  • 0021-9398

Digital Object Identifier (DOI)

  • 10.1086/381639

Citation Source

  • Scopus