Conflicts In User Perceptions Of Value Of Websites In The Shipping Industry

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The aim of the paper is to define and describe conflicts in value perceptions of websites for users in business-to-business relationships in the context of shipping industry. The paper draws upon studies dealing with user value, conflicts in business-to-business relationships and websites. The empirical part involves four case studies in the context of shipping industry. Research techniques used are personal interviews and website analyses. The paper elicits how and which website characteristics result in conflicts in perceptions of website users. It identifies conflicts of different types: Personal, inter-personal, relationship and stakeholder conflict.