Module 6 - Overall Service1Current: Overall Service 2 M-commerce and Tablets 3 Delivery Information 4 Customer Reviews 5 Gift Wrapping 6 Product Image quality 7 Alternate Views 8 Product Demos 9 ERP & CRM Integration Information message Overall service is the key for the success of an online sales strategy. Having the lowest price or the best product no longer guarantees an effective sale. Today’s consumers decide on where to buy based on the overall customer experience. Consumers frequently research and compare the overall service of an online experience. A high quality overall service can promote customer´s satisfaction and loyalty while poor service can result in low satisfaction and lost costumers. One of the most critical questions is to identify the different dimensions of the service and to understand their relative importance on affecting customers satisfaction and future behaviour.