Abstract:

Changes taking place in the services market, including especially those connected with globalisation processes and ICT advancement, are increasingly forcing modern enterprises to search for new sales strategies for their services.  

The aim of this article was to discuss the use of the phone distribution channel, as compared to the Internet channel, in the services market. Comparative analyses took into consideration the decision-making process and the costs arising from the use of various distribution channels of services, as perceived by consumers.