members too- perceived the risk of electronic bill payment to be much higher than that of paper bill payment. Thus, a reduction in some channel flow costs for other channel members was replaced by higher channel flow costs for a crucial channel member the end user without whose cooperation the new technologies could not successfully spread. Further,bill paying end-users typically were not compensated for the time, effort, and risk associated with adopting the new technology, so this supply side flow shift was not offset with a shift in payments in the channel. This vignette illustrates that shifting channel flows (even perceptually) will create a gap unless the channel member to whom the flows are shifted actually agrees to perform them; if that channel member is not compensated for doing so, the chances of compliance and successful implementation are slim.