Evaluating e-commerce functionality with a focus on customer service

The importance and steps of customer service life cycle (CSLC), a guide for differentiating the service a customer receives throughout a buying cycle are discussed. It consists of four stages such as requirements, acquisition, qwnership and retirement. The requirements stage establishes a need for the product and determines the product attributes. The acquisition stage consist of ordering, purchasing and acceptance of a product by the consumer. The level of customer service serve as a indication of user satisfaction with the transaction-orientation of a site.