... and further reduce transaction costs. * Many companies are using electronic interfaces to help themselves rather than customers, creating additional confusion among them. Most organizations develop such interfaces that represent an attempt to overcome their own internal barriers and institutional infirmities. This results in an organization's inability to manage customer continuity and develop a customer-centric site that will engage them in the process of buying, selling or whatever they are trying to accomplish with the site. * Although the trend has been changing in the recent years, there are still companies that believe that their customers are afraid and/or not ready to switch from traditional, human-being-based interfaces to the new, digital interfaces. And while customers may or may not be aware of the fact that technology has replaced already familiar ways of doing things, for them many of the changes are beneficial. * New, digitally-based economic arrangements are changing the way people work ...

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