The NetOffer model: a case example from the virtual marketspace

Christian Grönroos, Fredrik Heinonen, Kristina Heinonen, Michael Lindholm

Research output: Contribution to journalArticleScientificpeer-review

158 Citations (Scopus)


Contributes to the development of a model of Internet offerings, labelled the NetOffer model, by analysing data from an Internet‐based case, cinema ticket sales on the Internet. The objective is not to test hypotheses about Internet offerings, but to develop an understanding of the nature of such offerings. The study shows that although Internet offerings in the virtual marketspace can be characterised as services, a model of such offerings is only partly similar to a service offering model from the physical marketplace, the Grönroos Augmented Service Offering model, used as a starting point for the analysis. In the proposed model major features need to be modified or added. The accessibility and interaction elements of service offerings merge into one communication variable and a user interface element is included as an Integral part of an internet offering. The information element of the model is also explicitly emphasised.
Original languageEnglish
Peer-reviewed scientific journalManagement Decision
Issue number4
Pages (from-to)243-252
Publication statusPublished - 2000
MoE publication typeA1 Journal article - refereed


  • 512 Business and Management
  • Internet
  • sales
  • models


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