As many companies enter into the Internet business world, the World Wide Web (the Web) has become a “strategic necessity.” One way an organization can differentiate itself from others is by enhancing customer satisfaction. However, the environment of the Web is different from that of the traditional business. Transactions in this environment are service encounters but do not include direct contact by customer contact employees. The model proposes that attractiveness and informativeness will affect customer satisfaction which lead to overall service quality.
Kim, Euijin, "A Model of an Effective Web" (1999). AMCIS 1999 Proceedings. 181.