The effectiveness of IT departments, and more specifically the developers of electronic commerce (EC) applications, and the value they are adding to their organizations in many cases are hampered by poor relationships between EC professionals and their end users. This situation impacts on EC professionals' ability to produce service and support of high quality that delivers competitive advantage for the company in the electronic commerce environment. This paper looks into the working relationship between EC developers and its end users. It describes EC-end user relationships as intriguing and complex and that these relationships should be seen and managed as multidimensional entities. Two such dimensions, namely the physical and abstract dimensions which form the basis of EC-end user relationships, enable one to fully describe the holistic nature of such relationships and encapsulate the important elements of a support-oriented organization, namely mutuality, belonging, and connection.
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