{"id":"https://openalex.org/W3121392541","doi":"https://doi.org/10.1080/10864415.2002.11044268","title":"Customer Relationship Management for the Web-Access Challenged: Inaccessibility of Fortune 250 Business Web Sites","display_name":"Customer Relationship Management for the Web-Access Challenged: Inaccessibility of Fortune 250 Business Web Sites","publication_year":2002,"publication_date":"2002-12-01","ids":{"openalex":"https://openalex.org/W3121392541","doi":"https://doi.org/10.1080/10864415.2002.11044268","mag":"3121392541"},"language":"en","primary_location":{"id":"doi:10.1080/10864415.2002.11044268","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10864415.2002.11044268","pdf_url":null,"source":{"id":"https://openalex.org/S18436875","display_name":"International Journal of Electronic Commerce","issn_l":"1086-4415","issn":["1086-4415","1557-9301"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Commerce","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5067063809","display_name":"Nicholas Romano","orcid":"https://orcid.org/0000-0003-2765-4912"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Nicholas C. Romano Jr","raw_affiliation_strings":[],"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5067063809"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.8841,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.96217105,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":"7","issue":"2","first_page":"81","last_page":"117"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12481","display_name":"Digital Accessibility for Disabilities","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12481","display_name":"Digital Accessibility for Disabilities","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10470","display_name":"Usability and User Interface Design","score":0.9889000058174133,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9836999773979187,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.6605263948440552},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.643510639667511},{"id":"https://openalex.org/keywords/web-usability","display_name":"Web usability","score":0.6094744205474854},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5632510185241699},{"id":"https://openalex.org/keywords/web-standards","display_name":"Web standards","score":0.5036298632621765},{"id":"https://openalex.org/keywords/web-accessibility","display_name":"Web accessibility","score":0.4751334488391876},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4600192904472351},{"id":"https://openalex.org/keywords/web-design","display_name":"Web design","score":0.4466806948184967},{"id":"https://openalex.org/keywords/web-site","display_name":"Web site","score":0.44366610050201416},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.35420161485671997},{"id":"https://openalex.org/keywords/web-page","display_name":"Web page","score":0.33974123001098633},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.19823706150054932}],"concepts":[{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.6605263948440552},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.643510639667511},{"id":"https://openalex.org/C4237393","wikidata":"https://www.wikidata.org/wiki/Q1636686","display_name":"Web usability","level":3,"score":0.6094744205474854},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5632510185241699},{"id":"https://openalex.org/C182321512","wikidata":"https://www.wikidata.org/wiki/Q1153289","display_name":"Web standards","level":3,"score":0.5036298632621765},{"id":"https://openalex.org/C194669863","wikidata":"https://www.wikidata.org/wiki/Q808932","display_name":"Web accessibility","level":4,"score":0.4751334488391876},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4600192904472351},{"id":"https://openalex.org/C521306242","wikidata":"https://www.wikidata.org/wiki/Q190637","display_name":"Web design","level":3,"score":0.4466806948184967},{"id":"https://openalex.org/C2984519610","wikidata":"https://www.wikidata.org/wiki/Q35127","display_name":"Web site","level":3,"score":0.44366610050201416},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35420161485671997},{"id":"https://openalex.org/C21959979","wikidata":"https://www.wikidata.org/wiki/Q36774","display_name":"Web page","level":2,"score":0.33974123001098633},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.19823706150054932},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/10864415.2002.11044268","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10864415.2002.11044268","pdf_url":null,"source":{"id":"https://openalex.org/S18436875","display_name":"International Journal of Electronic Commerce","issn_l":"1086-4415","issn":["1086-4415","1557-9301"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Commerce","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.4300000071525574,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":79,"referenced_works":["https://openalex.org/W59312256","https://openalex.org/W117811270","https://openalex.org/W142103528","https://openalex.org/W169095047","https://openalex.org/W222013012","https://openalex.org/W271888398","https://openalex.org/W1479754761","https://openalex.org/W1485997855","https://openalex.org/W1486594781","https://openalex.org/W1495529559","https://openalex.org/W1513792934","https://openalex.org/W1518302704","https://openalex.org/W1519741937","https://openalex.org/W1533663632","https://openalex.org/W1550387702","https://openalex.org/W1553284245","https://openalex.org/W1563555493","https://openalex.org/W1777597817","https://openalex.org/W1791587663","https://openalex.org/W1872160964","https://openalex.org/W1965674470","https://openalex.org/W1968299042","https://openalex.org/W1971721233","https://openalex.org/W1971865196","https://openalex.org/W1976848519","https://openalex.org/W1989058609","https://openalex.org/W1989549732","https://openalex.org/W1991670833","https://openalex.org/W1997723220","https://openalex.org/W1998037912","https://openalex.org/W1999119077","https://openalex.org/W1999484385","https://openalex.org/W2016808024","https://openalex.org/W2018356194","https://openalex.org/W2021079758","https://openalex.org/W2023483438","https://openalex.org/W2028126892","https://openalex.org/W2032661354","https://openalex.org/W2033943395","https://openalex.org/W2034158657","https://openalex.org/W2039074101","https://openalex.org/W2041369756","https://openalex.org/W2043297748","https://openalex.org/W2046218467","https://openalex.org/W2047805418","https://openalex.org/W2052644564","https://openalex.org/W2053523340","https://openalex.org/W2053812333","https://openalex.org/W2058062246","https://openalex.org/W2061581337","https://openalex.org/W2065993995","https://openalex.org/W2067634416","https://openalex.org/W2068200025","https://openalex.org/W2068882535","https://openalex.org/W2074564439","https://openalex.org/W2080503833","https://openalex.org/W2085500782","https://openalex.org/W2092768173","https://openalex.org/W2101063126","https://openalex.org/W2102097552","https://openalex.org/W2113788004","https://openalex.org/W2117208318","https://openalex.org/W2122086994","https://openalex.org/W2126250402","https://openalex.org/W2130166573","https://openalex.org/W2134332934","https://openalex.org/W2134624771","https://openalex.org/W2137853358","https://openalex.org/W2143294690","https://openalex.org/W2153906047","https://openalex.org/W2156037221","https://openalex.org/W2163626654","https://openalex.org/W2166008426","https://openalex.org/W2168877816","https://openalex.org/W2178030295","https://openalex.org/W2318410519","https://openalex.org/W2506183194","https://openalex.org/W2916639956","https://openalex.org/W3134584985"],"related_works":["https://openalex.org/W2158072261","https://openalex.org/W2050605333","https://openalex.org/W2168794803","https://openalex.org/W1552607683","https://openalex.org/W2026066432","https://openalex.org/W197131125","https://openalex.org/W2291276235","https://openalex.org/W2188086732","https://openalex.org/W179722177","https://openalex.org/W58049692","https://openalex.org/W2159667824","https://openalex.org/W2130166573","https://openalex.org/W1976273806","https://openalex.org/W1964199065","https://openalex.org/W2255141923","https://openalex.org/W2738519534","https://openalex.org/W2184705758","https://openalex.org/W99167113","https://openalex.org/W2286017836","https://openalex.org/W2008241984"],"abstract_inverted_index":{"Companies":[0],"increasingly":[1],"employ":[2,286],"the":[3,46,73,121,158,174,180,183,212,230,250,263,275,323],"World":[4],"Wide":[5],"Web":[6,66,85,123,137,161,190,234,279,326],"to":[7,14,103,119,129,257,267,273,306,309,314],"gather":[8],"information":[9,13],"from":[10,164],"and":[11,16,19,24,30,37,100,106,168,214,219,241,288,292,296,317],"disseminate":[12],"actual":[15],"potential":[17,88,101,318],"customers":[18,34,89,102,117],"for":[20,87,116,125,146,221,265,321],"end-consumer":[21],"business":[22],"transactions":[23],"interactions.":[25],"The":[26,206,224,260,298],"challenge":[27],"of":[28,48,64,77,144,160,176,179,182,216,229,243,277,301,325],"attracting":[29],"keeping":[31],"economically":[32,43],"valuable":[33,44],"while":[35],"repelling":[36],"eliminating":[38],"those":[39],"who":[40],"are":[41,246,328],"not":[42,71],"is":[45,140,149],"focus":[47],"Electronic":[49],"Commerce":[50],"Customer":[51],"Relationship":[52],"Management":[53],"(ECCRM).":[54],"Many":[55],"companies":[56,96,266],"consider":[57,72],"traditional":[58,270],"usability":[59,145,169,271],"when":[60],"designing":[61],"customer-oriented":[62],"aspects":[63,300],"their":[65,278,311],"sites,":[67],"but":[68],"they":[69,283],"may":[70,81,111],"critically":[74],"important":[75,142],"aspect":[76,143],"accessibility.":[78],"On-line":[79],"barriers":[80],"limit":[82],"or":[83,114,132],"preclude":[84],"accessibility":[86,139,163,181,208,217,239,276,324],"with":[90,98,134,290],"access":[91,120],"challenges.":[92],"ECCRM":[93,147,287,302],"requires":[94],"that":[95,148,249,282],"communicate":[97],"current":[99,316],"establish,":[104],"develop,":[105],"manage":[107],"relationships.":[108],"However,":[109],"this":[110],"be":[112,197,304],"difficult":[113],"impossible":[115],"unable":[118],"company's":[122],"site":[124,138,162,191],"information,":[126],"let":[127],"alone":[128],"place":[130],"orders":[131],"interact":[133],"company":[135,189],"representatives.":[136],"an":[141,177],"being":[150],"overlooked":[151],"by":[152],"most":[153],"firms.":[154],"This":[155],"article":[156],"describes":[157],"background":[159],"economic,":[165],"marketoriented,":[166],"legal,":[167],"perspectives.":[170],"Then":[171],"it":[172],"presents":[173],"results":[175],"evaluation":[178],"top":[184],"250":[185,232],"2002":[186],"Fortune":[187,231],"500":[188],"home":[192,202],"pages":[193,203],"(actually,":[194],"as":[195,330,332],"will":[196],"explained":[198],"below,":[199],"only":[200],"248":[201],"were":[204],"evaluated).":[205],"Bobby":[207],"validation":[209],"program":[210],"quantified":[211],"number":[213],"severity":[215],"errors":[218],"problems":[220,245],"each":[222],"site.":[223],"majority":[225],"(182/247,":[226],"i.e.,":[227],"75%)":[228],"Company":[233],"sites":[235,280,312,327],"have":[236],"Priority":[237],"1":[238],"errors,":[240],"many":[242],"these":[244],"so":[247,281],"severe":[248],"firms":[251,308],"should":[252,303],"give":[253],"a":[254],"high":[255],"priority":[256],"correcting":[258],"them.":[259],"study":[261],"illustrates":[262],"need":[264],"go":[268],"beyond":[269],"testing":[272],"examine":[274],"can":[284],"successfully":[285],"comply":[289],"ADA":[291],"other":[293],"legal":[294],"guidelines":[295],"requirements.":[297],"economic":[299],"enough":[305],"encourage":[307],"make":[310],"accessible":[313],"all":[315],"customers.":[319],"Suggestions":[320],"improving":[322],"provided":[329],"well":[331],"future":[333],"research":[334],"directions.":[335]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2021-02-01T00:00:00"}
