A new study from Kronos, Inc. discusses the phenomenon of retail sales shifting from brick and mortar stores to internet retailers. In a nutshell, the study states that internet retailers who expect to capitalize on this shift had better understand customer service.
I disagree with one of the conclusions of the article referenced above–that we are in an age where customer service is valued over the price. This is simply not true. All of my years of experience in e-commerce along with study after study show that customers are primarily interested in the lowest price. In fact, that is far and away the primary reason that internet retail took off in the first place.