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By David Crowther

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Extra resources for Accountability and the Internet: Managerial Auditing Journal (Volume 18 Number 3 2003)

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G. uk). uk), who sell personalised CDs from its Web site whereby a visitor is able to select a ten track CD from a choice of 80 music tracks after listening to 30 second samples. The company also offers enjoyment in the form of a chat room for interactive dating. Aesthetics Aesthetics is defined as something in which consumers react positively to and value, for its own sake a product or service offering for their own pleasure. This may be for example an individual’s reaction to the beauty of a piece of craftsmanship.

Second, desirability referring to the consumer’s need for attachment to the offering and usefulness, referring to the traditional utility based definition of quality such as ‘‘fit for purpose’’. g. g. g. g. g. g. g. delivering goods when they state they will be delivered. Other examples of excellences are the width and breadth of product assortment plus the quality of information offered in relation to the product or service being sold. Further to this, ease of accessing information or ease of making transactions, payment security and returns policies plus visual representations offering clarity of detail of products would also be termed as excellence in the context of Holbrook’s typology.

However the current opportunities for fully exploiting this type of service development, to date, is limited. For example, current UK Internet based accounts are restricted to banking within the UK, neither can UK customers trade in the currency of their choice nor dabble in overseas stock exchanges. A number of current consumer benefits from on-line banking can be identified, such as access to banking services 24 hours a day, the facility to check current account balances and pay bills from home, all contributing to raising customer service standards by giving consumers new and more convenient ways of handling their money.

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