| Abstract: | What are the prospects for consumerism? Often despised as self‐indulgent, consumers are frequently motivated by altruism and their needs to express their identity, to build relationships, to obtain fulfilment and even to find a substitute for religion. Mass‐customisation is producing fundamental change, revolutionising attitudes to choice, with a key role for agents (human and online) in helping people choose. Consumer power will grow and brands will be under pressure from rising consumer expectations. While retailers fight back with targeted marketing and special offers, brands will need to serve consumer needs as much as suppliers. Online shopping could transform consumer behaviour, driven by cost saving and convenience and spurred on by competition. Will retailers protect their traditional channels or go online because they are afraid not to? ‘Etailing’ will need to create consumer trust, so regulation will be critical, possibly leading to legal responsibilities for quality on Internet service providers (ISPs) and portals and with systems to help new entrants build a track record of reliability, thereby increasing competition, choice and consumer power. Copyright © 2002 Henry Stewart Publications. |
