What is e-commerce?

The different forms of electronic commerce

 B2C (business-to-consumer): the emerged part of

the iceberg

 B2B (business-to-business): a long history

 Inter-company telematic networks (1980s), exchange

electronic data (EDI, 1990s), intranet in the

transnational groups (1990s), development of electronic business to business platforms

 Growing role of intermediaries (especially logistics),

conversion of wholesalers

C2C (consumer-to-consumer): an advanced innovation

by users?

 Exchange or barter: the case of music, barter of services

 The flea market and online auctions (eBay)


What is e-commerce?

The different forms of electronic commerce

 Recent developments: from information to transaction

 “Dematerialization” of certain products

 Music, reading, tickets, games, invoices, etc.

 From online catalog to online sale

 An intermediate step: checking availability,

order online without advance payment

 A new role for intermediaries: the case of


 An extension to multimedia communication

 From the text / image / sound combination to the “virtual visit” …

… and the simulation

 The payment barrier: a matter of trust >> security

 Construction and erosion of trust capital: the case of

electronic banking

What is e-commerce?

The different forms of electronic commerce

 A chain of behavior

 Get information online

 Shop online, browse catalogs

 Use price comparators

 Order online

 Choose a product, send an order

 Make a reservation

 Pay online

 Various means of electronic payment

 Track purchases until delivery (in case of delivery)

 (Duty) to use an online after-sales service

 Complaints, appeals, breakdowns, exchanges, etc.


What is e-commerce?

The new things to expect

 Mobile e-commerce

 Development towards smartphones and tablets, with

inclusion of online payment functions,

geolocation and use of QR codes

 Development of virtual environments (simulation)

 “Personalized” e-commerce (= targeted)

 Development of targeting technologies and software:

consumer tracking, profiling, electronic marketing

direct (via e-mail, bluetooth, etc.)

 Development of “social commerce”: use of Facebook

or other social networks for commercial events,

brand reputation (like button), flash sales,

buzz (electronic rumor), etc.


Where is e-commerce at?

Prerequisite: where is the digital divide?

 The situation in Belgium (2011)

 Internet distribution: + 41% over the period 2005-2011, i.e. + 5%

per year on average

 Internet connection at home: 77% of households (50% in 2005)

 Proportion of internet users: 82% of people aged 16 to

74 years old (58% in 2005)

But 96% in the 16-24 age group and 90% in the 16-24 age group

age 25-54

 Regular internet use at work: 50% of the population

active employed (employees and self-employed)

 Some persistent inequalities

 Depending on income

 Depending on the level of education

Where is e-commerce at?

Walloon uses of e-commerce (2011) Find out

 56% of internet users get information on the internet before

to buy, 33% use price comparators

 Order 50% ​​of internet users made online purchases in 2011

 27% on commercial sites only

 5% on auction sites only

 16% both on commercial and auction sites

13% sold on auction sites


 45% by credit card

 23% bancontact, 17% paypal

 16% cash on delivery

Where is e-commerce at?

Walloon uses of e-commerce (2011)

 Monitoring and delivery

 59% of buyers carried out online tracking

Parcels delivered to your home 69%, relay point 41%, at work 6%

After-sales service

 70% very satisfied consumers, 27% somewhat satisfied, 3%

dissatisfied with their purchase (non-compliant product, product never

delivered, poor quality product).

 In the event of a problem: first the telephone (61%), then the email (51%