E-commerce has radically redefined the concept of customer service and how it is judged.

Discuss this statement giving evidence of how e-commerce shapes customer expectations and compare e-commerce against traditional channels.

Online e-business has completely changed the way companies sell their products. The movement that began in the waning years of the 20th century with books, music and specialty items soon became a torrent of transactions that cover every imaginable good from coffee to exotic cars. Although no authoritative study can say how much is transacted online, it is thought to be measured in the trillions of dollars, as more companies seek ways to join the e-commerce revolution. Along the way, savvy companies have sought to create a customer experience that married this new technology with good, solid customer service.