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Scaling for E-Business by Virgilio A. F. Almeida, Daniel A. Menascé

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2.3. A Customer Behavior Model of an Online Bookstore

In this section, we use an example of an online bookstore to give an informal introduction to the user behavior model of an e-commerce site. Consider an online bookstore in which customers can perform the following functions.

  • Connect to the home page and browse the site by following links to bestseller books and promotions of the week per book category.

  • Search for titles according to various criteria including keywords, author name, and ISBN.

  • Select one of the books that results from a search and view additional information such as a brief description, price, shipping time, ranking, and reviews.

  • Register as a new customer of the virtual bookstore. This allows the user to provide a user name and ...

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