eBay

Paper Summary:

This paper discusses the effectiveness of eBay's website regarding the five components of the Internet service value chain: customer acquisition, customer purchase support, customer fulfillment, customer continuance, and the support and the implementation and management of a customer service channel. It identifies areas where eBay could implement further improvements and summarizes the analysis with regard to satisfactorily meeting customer needs.

From the Paper:

"An eBay auction works exactly the same way as an old-fashioned one: the highest bidder wins. For example, Mike Benson, a St. Louis lawyer, is looking for a rare baseball card of Stan Musial. In seconds, he finds 84 different Stan Musial cards up for auction on eBay, including one for the very card he wants. To bid, he simply enters the highest amount he's willing to spend. In this case, it's $50. He eventually lost the card to a higher bid of $63. Every time there's a sale, eBay takes a cut of the action. As a result, eBay's market value is now worth more than Bloomingdale's, Macy's, Sears, and Toys 'R Us combined. "It was an entirely new idea that took advantage of the Net," says eBay CEO Margaret Whitman, "There's no land-based analog for eBay. We hold no inventory, we ship no product" (www.wral.com, 2003)."

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