Additional Information
Book Details
Abstract
For undergraduate and graduate electronic commerce courses.
Explore the many aspects of electronic commerce through a managerial perspective.
Electronic Commerce provides a thorough explanation of what EC is, how it’s being conducted and managed, and how to assess its opportunities, limitations, issues, and risks—all from a managerial perspective. By presenting EC through a managerial approach, this text makes the subject matter practical, relevant, and beneficial to majors and non-majors alike.
To keep pace with today’s ever-changing technology, the seventh edition has been streamlined—removing material that’s no longer relevant, while still providing students with information on the hottest topics in the field.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | Cover | ||
| Contents | 4 | ||
| PART 1 Introduction to E-Commerce and E-Marketplaces | 35 | ||
| CHAPTER 1 OVERVIEW OF ELECTRONIC COMMERCE | 35 | ||
| Net-A-Porter: Dress for Success | 36 | ||
| 1.1 ELECTRONIC COMMERCE: DEFINITIONS AND CONCEPTS | 38 | ||
| Defining Electronic Commerce | 38 | ||
| Defining E-Business | 38 | ||
| Major EC Concepts | 38 | ||
| Electronic Markets and Networks | 39 | ||
| 1.2 THE ELECTRONIC COMMERCE FIELD: CLASSIFICATION, CONTENT, AND A BRIEF HISTORY | 39 | ||
| An EC Framework | 40 | ||
| Classification of EC by the Nature of the Transactions and the Relationships Among Participants | 42 | ||
| A Brief History of EC | 44 | ||
| The Future of EC | 45 | ||
| Case 1.1 EC Application: Zappos: A Success Story of Selling Footwear Online | 46 | ||
| 1.3 E-COMMERCE 2.0: FROM SOCIAL COMMERCE TO VIRTUAL WORLDS | 47 | ||
| Social Computing | 48 | ||
| Web 2.0 | 48 | ||
| Social Networks and Social Network Services | 49 | ||
| Enterprise Social Networks | 49 | ||
| Social Commerce | 50 | ||
| Virtual Worlds and Second Life | 50 | ||
| The Major Tools of Web 2.0 | 51 | ||
| 1.4 THE DIGITAL WORLD: ECONOMY, ENTERPRISES, AND SOCIETY | 52 | ||
| The Digital Economy | 52 | ||
| The Digital Enterprise | 52 | ||
| The Digital Society | 54 | ||
| 1.5 THE CHANGING BUSINESS ENVIRONMENT, ORGANIZATIONS’ RESPONSE, AND EC SUPPORT | 56 | ||
| The Changing Business Environment | 56 | ||
| Performance, Business Pressures, and Organizational Responses and EC Support | 57 | ||
| 1.6 ELECTRONIC COMMERCE BUSINESS MODELS | 60 | ||
| The Structure and Properties of Business Models | 60 | ||
| Typical EC Business Models | 63 | ||
| Case 1.2 EC Application: Groupon | 64 | ||
| 1.7 BENEFITS, LIMITATIONS, AND IMPACTS OF ELECTRONIC COMMERCE | 66 | ||
| The Benefits and Impacts of EC | 66 | ||
| The Limitations and Barriers of EC | 66 | ||
| Why Study E-Commerce? | 68 | ||
| Case 1.3 EC Application: How College Students Become Entrepreneurs | 69 | ||
| 1.8 OVERVIEW OF THIS BOOK | 70 | ||
| Part 1: Introduction to E-Commerce and E-Marketplaces | 70 | ||
| Part 2: EC Applications | 70 | ||
| Part 3: Emerging EC Platforms | 71 | ||
| Part 4: EC Support Services | 71 | ||
| Part 5: E-Commerce Strategy and Implementation | 71 | ||
| Online Tutorials | 71 | ||
| Online Chapter Supplements | 71 | ||
| Managerial Issues | 71 | ||
| Summary | 72 | ||
| Key Terms | 73 | ||
| Discussion Questions | 73 | ||
| Topics for Class Discussion and Debates | 73 | ||
| Internet Exercises | 74 | ||
| Team Assignments and Projects | 74 | ||
| Closing Case: E-Commerce at the German Soccer League (Bundesliga) | 75 | ||
| Online Resources | 76 | ||
| References | 77 | ||
| CHAPTER 2 E-COMMERCE: MECHANISMS, INFRASTRUCTURE, AND TOOLS | 79 | ||
| Web 2.0 Tools at Eastern Mountain Sports | 80 | ||
| 2.1 ELECTRONIC COMMERCE MECHANISMS: AN OVERVIEW | 82 | ||
| EC Activities and Support Mechanisms | 82 | ||
| Sellers, Buyers, and Transactions | 83 | ||
| 2.2 E-MARKETPLACES | 84 | ||
| Electronic Markets | 85 | ||
| Components of and the Participants in E-Marketplaces | 86 | ||
| Disintermediation and Reintermediation | 87 | ||
| Case 2.1 EC Application: How Blue Nile Inc. Is Changing the Jewelry Industry | 87 | ||
| Types of E-Marketplaces | 88 | ||
| 2.3 CUSTOMER SHOPPING MECHANISMS: STOREFRONTS, MALLS, AND PORTALS | 89 | ||
| Electronic Storefronts | 89 | ||
| Electronic Malls | 90 | ||
| Types of Stores and Malls | 90 | ||
| Web (Information) Portals | 90 | ||
| The Roles and Value of Intermediaries in E-Marketplaces | 92 | ||
| Case 2.2 EC Application: Financial Standard. | 93 | ||
| 2.4 MERCHANT SOLUTIONS: ELECTRONIC CATALOGS, SEARCH ENGINES, AND SHOPPING CARTS | 94 | ||
| Electronic Catalogs | 94 | ||
| EC Search Activities, Types, and Engines | 95 | ||
| Shopping Carts | 97 | ||
| Other Mechanisms in Merchant Software | 97 | ||
| 2.5 AUCTIONS, BARTERING, AND NEGOTIATING ONLINE | 98 | ||
| Definition and Characteristics | 98 | ||
| Dynamic Pricing | 98 | ||
| Traditional Auctions Versus E-Auctions | 99 | ||
| Innovative Auctions | 99 | ||
| Types of Auctions | 100 | ||
| Benefits and Limitations of E-Auctions | 101 | ||
| Impacts of Auctions | 102 | ||
| Online Bartering | 103 | ||
| Online Negotiating | 103 | ||
| 2.6 SOCIAL SOFTWARE TOOLS: FROM BLOGS TO WIKIS TO TWITTER | 104 | ||
| Blogging (Weblogging) | 104 | ||
| Microblogging and Twitter | 107 | ||
| 107 | |||
| Wikis | 109 | ||
| Mechanism Aids for Web 2.0 Tools: Tags, Folksonomy, Mashups, and Social Bookmarks | 109 | ||
| Case 2.3 EC Application: Stormhoek Winery Excels with Web 2.0 Tools | 111 | ||
| 2.7 VIRTUAL COMMUNITIES AND SOCIAL NETWORKS | 111 | ||
| Characteristics of Traditional Online Communities and Their Classification | 112 | ||
| Online Social Networks | 114 | ||
| Business-Oriented Social Networks | 115 | ||
| Business Models and Services Related to Social Networking | 116 | ||
| Mobile Social Networking | 117 | ||
| Social Network Services | 118 | ||
| Case 2.4 EC Application: Craigslist: The Ultimate Online Classified Community | 118 | ||
| 2.8 VIRTUAL WORLDS AS AN ELECTRONIC COMMERCE MECHANISM | 119 | ||
| Avatars | 119 | ||
| Business Activities and Value in Virtual Worlds | 120 | ||
| 2.9 THE FUTURE: WEB 3.0 AND WEB 4.0 | 121 | ||
| Web 3.0: What’s Next? | 121 | ||
| The Technological Environment | 124 | ||
| Managerial Issues | 124 | ||
| Summary | 125 | ||
| Key Terms | 126 | ||
| Discussion Questions | 127 | ||
| Topics for Class Discussion and Debates | 127 | ||
| Internet Exercises | 127 | ||
| Team Assignments and Projects | 128 | ||
| Closing Case: Business in Second Life | 129 | ||
| Online Resources | 131 | ||
| References | 131 | ||
| PART 2 EC Applications | 133 | ||
| CHAPTER 3 RETAILING IN ELECTRONIC COMMERCE: PRODUCTS AND SERVICES | 133 | ||
| Amazon.com: The World’s Largest B2C E-Store | 134 | ||
| 3.1 INTERNET MARKETING AND B2C ELECTRONIC RETAILING | 135 | ||
| Overview of Electronic Retailing | 136 | ||
| Size and Growth of the B2C Market | 136 | ||
| What Sells Well on the Internet | 137 | ||
| Characteristics and Advantages of Successful E-Tailing | 137 | ||
| 3.2 E-TAILING BUSINESS MODELS | 140 | ||
| Classification of Models by Distribution Channel | 141 | ||
| Case 3.1 EC Application: Selling Cars Online: Build-to-Order | 142 | ||
| Other B2C Models and Special Retailing | 144 | ||
| B2C Social Shopping | 145 | ||
| Virtual Visual Shopping | 146 | ||
| 3.3 TRAVEL AND TOURISM (HOSPITALITY) SERVICES ONLINE | 147 | ||
| Services Provided | 148 | ||
| Special Services Online | 148 | ||
| Case 3.2 EC Application: WAYN: A Lifestyle and Travel Social Network | 149 | ||
| Benefits and Limitations of Online Travel Services | 150 | ||
| Corporate Travel | 150 | ||
| 3.4 EMPLOYMENT PLACEMENT AND THE JOB MARKET ONLINE | 151 | ||
| The Internet Job Market | 151 | ||
| Benefits and Limitations of the Electronic Job Market | 154 | ||
| 3.5 REAL ESTATE, INSURANCE, AND STOCK TRADING ONLINE | 155 | ||
| Real Estate Online | 155 | ||
| Insurance Online | 156 | ||
| Online Stock Trading | 156 | ||
| 3.6 BANKING AND PERSONAL FINANCE ONLINE | 158 | ||
| Home Banking Capabilities | 158 | ||
| Virtual Banks | 158 | ||
| International and Multiple-Currency Banking | 159 | ||
| Online Financial Transaction Implementation Issues | 160 | ||
| Case 3.3 EC Application: Security for Online Bank Transactions | 160 | ||
| Online Billing and Bill Paying | 161 | ||
| 3.7 ON-DEMAND DELIVERY OF PRODUCTS, DIGITAL ITEMS, ENTERTAINMENT, AND GAMING | 162 | ||
| On-Demand Delivery of Products | 162 | ||
| Online Delivery of Digital Products, Entertainment, and Media | 163 | ||
| Online Entertainment | 163 | ||
| 3.8 ONLINE PURCHASING-DECISION AIDS | 164 | ||
| Shopping Portals | 164 | ||
| Price and Quality Comparison by Shopbot Software Agents | 165 | ||
| Business Ratings Sites | 166 | ||
| Trust Verification Sites | 166 | ||
| Other Shopping Tools | 166 | ||
| 3.9 ISSUES IN E-TAILING AND LESSONS LEARNED | 168 | ||
| Disintermediation and Reintermediation | 168 | ||
| Channel Conflict | 169 | ||
| Possibility of a Price Conflict and Determining the Right Price by Sellers | 169 | ||
| Product and Service Customization and Personalization | 169 | ||
| Online Competition | 170 | ||
| Fraud and Other Illegal Activities | 170 | ||
| Lessons Learned from Failures and Lack of Success of E-Tailers | 170 | ||
| Managerial Issues | 171 | ||
| Summary | 172 | ||
| Key Terms | 173 | ||
| Discussion Questions | 173 | ||
| Topics for Class Discussion and Debates | 173 | ||
| Internet Exercises | 174 | ||
| Team Assignments and Projects | 174 | ||
| Closing Case: IKEA: The Convergence of the Virtual and Physical Worlds | 175 | ||
| Online Resources | 176 | ||
| References | 177 | ||
| CHAPTER 4 B2B E-COMMERCE | 179 | ||
| Branas Isaf Competes by Using E-Tendering | 180 | ||
| 4.1 CONCEPTS, CHARACTERISTICS, AND MODELS OF B2B E-COMMERCE | 181 | ||
| Basic B2B Concepts and Process | 181 | ||
| The Basic Types of B2B Transactions and Activities | 181 | ||
| The Basic Types of B2B E-Marketplaces and Services | 181 | ||
| Market Size and Content of B2B | 182 | ||
| B2B Characteristics | 183 | ||
| Supply Chain Relationships in B2B | 185 | ||
| Service Industries Online in B2B | 185 | ||
| Partner and Supplier Relationship Management | 186 | ||
| The Benefits and Limitations of B2B | 187 | ||
| 4.2 ONE-TO-MANY: SELL-SIDE E-MARKETPLACES | 188 | ||
| Sell-Side Models | 188 | ||
| Sales from Catalogs: Storefront | 189 | ||
| Case 4.1 EC Application: Brady Corporation Uses Catalogs and Multichannels to Sell | 190 | ||
| Comprehensive Sell-Side Systems | 191 | ||
| Case 4.2 EC Application: The Haier Group | 191 | ||
| 4.3 SELLING VIA DISTRIBUTORS AND OTHER INTERMEDIARIES | 193 | ||
| Case 4.3 EC Application: W.W. Grainger and Goodrich Corporation | 193 | ||
| 4.4 SELLING VIA E-AUCTIONS | 194 | ||
| Using Auctions on the Sell Side | 194 | ||
| Auctioning from the Company’s Own Site | 194 | ||
| Using Intermediaries in Auctions | 194 | ||
| Case 4.4 EC Application: How VicForests Sells Timber Through an Online Auction Platform | 195 | ||
| Examples of B2B Forward Auctions | 195 | ||
| 4.5 ONE-FROM-MANY: E-PROCUREMENT AT BUY-SIDE E-MARKETPLACES | 196 | ||
| Inefficiencies in Traditional Procurement Management | 196 | ||
| Procurement Methods | 197 | ||
| E-Procurement Concepts | 197 | ||
| The Goals and Process of E-Procurement | 198 | ||
| The Benefits and Limitations of E-Procurement | 200 | ||
| 4.6 REVERSE AUCTIONS AT BUY-SIDE E-MARKETPLACES | 201 | ||
| Conducting Reverse Auctions | 201 | ||
| Group Reverse Auctions | 202 | ||
| 4.7 OTHER E-PROCUREMENT METHODS | 203 | ||
| An Internal Purchasing Marketplace: Aggregating Suppliers’ Catalogs and Desktop Purchasing | 203 | ||
| Group Purchasing | 204 | ||
| Buying at Sellers’ Sites | 204 | ||
| Acquisition Via Electronic Bartering | 205 | ||
| Selecting an Appropriate E-Procurement Solution | 205 | ||
| 4.8 B2B EXCHANGES: DEFINITIONS AND CONCEPTS | 206 | ||
| Ownership of B2B Exchanges | 207 | ||
| Dynamic Pricing in B2B Exchanges | 209 | ||
| Advantages, Limitations, and the Revenue Model of Exchanges | 209 | ||
| 4.9 B2B PORTALS AND DIRECTORIES | 210 | ||
| An Overview | 210 | ||
| Corporate (Enterprise) Portals | 211 | ||
| Case 4.5 EC Application: Alibaba.com | 214 | ||
| 4.10 B2B IN WEB 2.0 AND SOCIAL NETWORKING | 216 | ||
| E-Communities in B2B | 216 | ||
| The Opportunities of Social Commerce in B2B | 216 | ||
| The Use of Web 2.0 Tools in B2B | 217 | ||
| Social Networking in B2B | 217 | ||
| Examples of Other Activities of B2B Social Networks | 218 | ||
| Strategy for B2B Social Networking | 219 | ||
| The Future of B2B Social Networking | 219 | ||
| 4.11 B2B INTERNET MARKETING | 219 | ||
| Organizational Buyer Behavior | 220 | ||
| The Marketing and Advertising Processes in B2B | 220 | ||
| Methods for B2B Online Marketing | 221 | ||
| Affiliate Programs, Market Research, and Data Mining | 221 | ||
| Managerial Issues | 222 | ||
| Summary | 223 | ||
| Key Terms | 224 | ||
| Discussion Questions | 224 | ||
| Topics for Class Discussion and Debates | 224 | ||
| Internet Exercises | 225 | ||
| Team Assignments and Projects | 225 | ||
| Closing Case: iMarketKorea | 226 | ||
| Online Resources | 228 | ||
| References | 228 | ||
| CHAPTER 5 INNOVATIVE EC SYSTEMS: FROM E-GOVERNMENT TO E-LEARNING, COLLABORATIVE COMMERCE, AND C2C COMMERCE | 230 | ||
| Knowledge Sharing as a Strategic Asset at Caterpillar Inc. | 231 | ||
| 5.1 E-GOVERNMENT: AN OVERVIEW | 232 | ||
| Definition and Scope | 232 | ||
| Government-to-Citizens | 232 | ||
| Government-to-Business | 235 | ||
| Government-to-Government | 236 | ||
| Government-to-Employees and Internal Efficiency and Effectiveness | 237 | ||
| Implementing E-Government | 238 | ||
| The Transformation to E-Government | 238 | ||
| E-Government 2.0 and Social Networking | 238 | ||
| M-Government | 239 | ||
| 5.2 E-LEARNING, E-TRAINING, AND E-BOOKS | 240 | ||
| The Basics of E-Learning: Definitions and Concepts | 241 | ||
| Benefits and Drawbacks of E-Learning | 242 | ||
| Distance Learning and Online Universities | 244 | ||
| Online Corporate Training | 245 | ||
| Social Networks and E-Learning | 246 | ||
| Learning in Virtual Worlds and Second Life | 247 | ||
| Visual Interactive Simulation | 248 | ||
| E-Learning Management | 249 | ||
| Implementing E-Learning and E-Training | 250 | ||
| Electronic Books (E-Books) | 250 | ||
| 5.3 KNOWLEDGE MANAGEMENT, ADVISORY SYSTEMS, AND ELECTRONIC COMMERCE | 253 | ||
| An Overview of Knowledge Management | 253 | ||
| KM Types and Activities | 253 | ||
| Knowledge Sharing | 254 | ||
| Case 5.1 EC Application: Knowledge Management at Infosys Technologies | 255 | ||
| How Is Knowledge Management Related to E-Commerce? | 255 | ||
| KM and Social Networks | 256 | ||
| Deploying KM Technologies | 256 | ||
| Online Advice and Consulting | 257 | ||
| Finding Expertise and/or Experts Electronically and the Use of Expert Location Systems | 257 | ||
| Case 5.2 EC Application: How the U.S. Department of Commerce Uses an Expert Location System | 260 | ||
| 5.4 COLLABORATIVE COMMERCE | 260 | ||
| Essentials of Collaborative Commerce | 260 | ||
| The Elements and Processes of C-Commerce | 261 | ||
| Collaboration Hubs | 261 | ||
| Representative Examples of Collaborative Commerce | 262 | ||
| Implementing C-Commerce | 264 | ||
| Barriers to C-Commerce | 265 | ||
| 5.5 CONSUMER-TO-CONSUMER ELECTRONIC COMMERCE | 265 | ||
| E-Commerce: C2C Applications | 266 | ||
| Managerial Issues | 267 | ||
| Summary | 268 | ||
| Key Terms | 269 | ||
| Discussion Questions | 269 | ||
| Topics for Class Discussion and Debates | 270 | ||
| Internet Exercises | 270 | ||
| Team Assignments and Projects | 271 | ||
| Closing Case: Social Networking Initiatives by the New Zealand Government | 271 | ||
| Online Resources | 273 | ||
| References | 274 | ||
| PART 3 Emerging EC Platforms | 275 | ||
| CHAPTER 6 MOBILE COMMERCE AND UBIQUITOUS COMPUTING | 275 | ||
| Hertz Goes Mobile All the Way | 276 | ||
| 6.1 MOBILE COMMERCE: CONCEPTS, LANDSCAPE, ATTRIBUTES, DRIVERS, APPLICATIONS, AND BENEFITS | 277 | ||
| Basic Concepts and the Landscape | 277 | ||
| The Attributes of M-Commerce | 277 | ||
| Drivers of M-Commerce | 279 | ||
| An Overview of the Applications of M-Commerce | 280 | ||
| The Benefits of M-Commerce | 281 | ||
| 6.2 TECHNICAL INFRASTRUCTURE: COMPONENTS AND SERVICES OF MOBILE COMPUTING | 282 | ||
| Overview of Mobile Computing | 282 | ||
| Mobile Devices | 283 | ||
| Mobile Computing Software and Services | 286 | ||
| Wireless Telecommunications Networks | 287 | ||
| Putting It All Together | 290 | ||
| 6.3 MOBILE FINANCIAL APPLICATIONS | 291 | ||
| Mobile Banking | 291 | ||
| Other Financial-Related Mobile Applications | 291 | ||
| 6.4 MOBILE ENTERPRISE SOLUTIONS: FROM SUPPORTING THE WORKFORCE TO IMPROVING INTERNAL OPERATIONS | 293 | ||
| Defining Mobile Enterprise | 293 | ||
| The Framework and Content of Mobile Enterprise Applications | 293 | ||
| Mobile Workers | 294 | ||
| Mobile Workforce and M-Commerce Support | 294 | ||
| Fleet and Transportation Management | 296 | ||
| Mobile Applications in Warehouses | 297 | ||
| Case 6.1 EC Application: Right Time, Right Place, Right Recipient at Puma’s Scandinavian Central Warehouse | 298 | ||
| Other Enterprise Mobile Applications | 299 | ||
| 6.5 MOBILE ENTERTAINMENT AND OTHER CONSUMER SERVICES | 300 | ||
| Overview of Mobile Entertainment | 300 | ||
| Mobile Music and Video Providers | 300 | ||
| Mobile Games | 300 | ||
| Mobile Gambling | 301 | ||
| Mobility and Sports | 302 | ||
| Service Industry Consumer Applications | 303 | ||
| 6.6 LOCATION-BASED MOBILE COMMERCE | 304 | ||
| L-Commerce Infrastructure | 305 | ||
| Location-Based Services and Applications | 308 | ||
| Barriers to Location-Based M-Commerce | 310 | ||
| 6.7 UBIQUITOUS (PERVASIVE) COMPUTING AND SENSORY NETWORKS | 311 | ||
| Overview of Ubiquitous Computing | 311 | ||
| Smart Application: Grid, Homes, Cars, and More | 313 | ||
| Radio Frequency Identification (RFID) | 316 | ||
| Wireless Sensor Networks | 316 | ||
| Case 6.2 EC Application: Sensors at INRIX Solve Transportation Problems | 318 | ||
| Privacy Issues in Ubiquitous Computing | 318 | ||
| 6.8 IMPLEMENTATION ISSUES IN MOBILE COMMERCE: FROM SECURITY AND PRIVACY TO BARRIERS OF M-COMMERCE | 319 | ||
| M-Commerce Security and Privacy Issues | 319 | ||
| Technological Barriers to M-Commerce | 320 | ||
| Failures in Mobile Computing and M-Commerce | 320 | ||
| Ethical, Legal, Privacy, and Health Issues in M-Commerce | 321 | ||
| Mobility Management | 322 | ||
| Managerial Issues | 322 | ||
| Summary | 323 | ||
| Key Terms | 324 | ||
| Discussion Questions | 324 | ||
| Topics for Class Discussion and Debates | 325 | ||
| Internet Exercises | 325 | ||
| Team Assignments and Projects | 325 | ||
| Closing Case: Hassle-Free Shopping at the METRO GROUP Future Store | 326 | ||
| Online Resources | 328 | ||
| References | 328 | ||
| CHAPTER 7 SOCIAL COMMERCE | 331 | ||
| How Starbucks Drives Millions to Its Coffee Shops Using Social Media | 332 | ||
| 7.1 THE WEB 2.0 AND SOCIAL MEDIA REVOLUTIONS | 333 | ||
| Web 2.0 and Its Characteristics | 333 | ||
| Welcome to the Web 2.0 Revolution | 334 | ||
| Social Media, Social Marketing, Social Capital, and Social Media Marketing | 335 | ||
| Social Networks and Social Networking | 337 | ||
| 7.2 THE FUNDAMENTALS OF SOCIAL COMMERCE AND SOCIAL NETWORKING | 338 | ||
| Some Definitions of Social Commerce | 339 | ||
| The Evolution of Social Commerce | 339 | ||
| The Landscape of Social Commerce | 340 | ||
| The Potential Benefits of Social Commerce | 340 | ||
| Mobile Social Networking and Commerce | 342 | ||
| Concerns and Limitations of Conducting Social Commerce | 343 | ||
| 7.3 SOCIAL SHOPPING: CONCEPTS, BENEFITS, AND MODELS | 343 | ||
| Definitions, Concepts, and Benefits of Social Shopping | 343 | ||
| The Major Models of Social Shopping | 345 | ||
| Ratings and Reviews, Social Recommendations, Advice, Comparisons, and Conversations | 346 | ||
| Group Buying, Deal Purchasing, and Shopping Together | 348 | ||
| Shopping Communities and Clubs | 349 | ||
| Other Innovative Models | 351 | ||
| Social Marketplaces and Direct Sales | 352 | ||
| What Components to Expect in a Social Shopping Site | 353 | ||
| 7.4 SOCIAL ADVERTISING: FROM VIRAL ADVERTISING TO LOCATION-BASED ADVERTISEMENT/MARKETING | 355 | ||
| Social Ads and Social Apps | 355 | ||
| Viral (Word-of-Mouth) Marketing | 356 | ||
| Location-Based Advertisement and Social Networks | 356 | ||
| Using YouTube and Other Social Presentation Sites for Advertising | 359 | ||
| Using Twitter as an Advertising and Marketing Tool | 359 | ||
| Other Innovative Ways to Advertise in Social Media | 360 | ||
| 7.5 MARKET RESEARCH AND STRATEGY IN SOCIAL NETWORKS | 362 | ||
| Using Social Networking for Market Research | 362 | ||
| Feedback from Customers: Conversational Marketing | 364 | ||
| Social Analytics and Social Intelligence in Social Commerce | 364 | ||
| Social Analytics for Social Intelligence in Social Commerce | 365 | ||
| Analyzing Consumer Conversations and Other User Generated Content | 365 | ||
| Conducting Market Research Using the Major Social Networks | 366 | ||
| Putting It All Together | 367 | ||
| 7.6 SOCIAL CUSTOMER SERVICE AND CRM | 368 | ||
| How Social Networking Improves Customer Service | 368 | ||
| How to Serve the Social Customers | 369 | ||
| Implementation of Social Customer Service and CRM | 370 | ||
| Some More Advanced Applications | 371 | ||
| 7.7 ENTERPRISE APPLICATIONS: FROM COMMUNITY BUILDING TO COLLABORATION | 372 | ||
| A Business Network | 373 | ||
| Case 7.1 EC Application: LinkedIn: The Business-Oriented Social Network | 373 | ||
| The Benefits of Enterprise Business Social Networking | 375 | ||
| Business-Oriented Public Social Networking | 375 | ||
| Entrepreneur Networks | 376 | ||
| Enterprise Private Social Networks | 376 | ||
| How Companies Interface with Social Networks and Networking | 379 | ||
| Commercial Activities in Enterprise Social Networks | 380 | ||
| Social Human Resource Management | 380 | ||
| Managerial Problem Solving, Innovations, and Knowledge Management | 381 | ||
| Using Web 2.0 Tools for Managerial Tasks | 382 | ||
| 7.8 CROWDSOURCING: COLLECTIVE INTELLIGENCE FOR PROBLEM SOLVING AND CONTENT CREATION | 384 | ||
| Definitions, Major Concepts, and Benefits | 384 | ||
| The Process of Crowdsourcing | 385 | ||
| Successfully Deployed Crowdsourcing Systems: Some Representative Examples | 386 | ||
| Case 7.2 EC Application: Wikipedia | 387 | ||
| Issues and Concerns in Implementing Crowdsourcing | 388 | ||
| Tools for Crowdsourcing | 390 | ||
| 7.9 SOCIAL COMMERCE: APPLICATIONS IN VIRTUAL WORLDS | 391 | ||
| The Features and Spaces of Virtual Worlds | 391 | ||
| The Landscape of Virtual World Commercial Applications | 391 | ||
| The Major Categories of Virtual World Applications | 392 | ||
| The Major Drivers of Social Commerce in Virtual Worlds | 396 | ||
| Concerns and Limitations of Commercial Activities in Virtual Worlds | 398 | ||
| 7.10 ENTERTAINMENT, MULTIMEDIA SHARING, AND SOCIAL GAMES | 398 | ||
| Entertainment and Social Networks | 398 | ||
| Mobile Web 2.0 Devices for Entertainment and Work | 400 | ||
| Multimedia Presentation and Sharing Sites | 400 | ||
| Social Games | 401 | ||
| 7.11 JUSTIFICATION, RISKS, OTHER IMPLEMENTATION ISSUES, AND STRATEGY | 403 | ||
| The Complexity of Social Commerce Implementation | 403 | ||
| Justification, Cost–Benefit, and ROI of Social Commerce Systems | 403 | ||
| Risk Factors and Analysis | 405 | ||
| Other Implementation Issues | 406 | ||
| Reputation System Management | 407 | ||
| A Strategy for SC Success of Implementation | 407 | ||
| Revenue-Generation Strategies in Social Networks | 409 | ||
| Case 7.3 EC Application: Revenue Sources at YouTube | 410 | ||
| The Future of Social Commerce | 411 | ||
| Managerial Issues | 412 | ||
| Summary | 413 | ||
| Key Terms | 414 | ||
| Discussion Questions | 414 | ||
| Topics for Class Discussion and Debates | 415 | ||
| Internet Exercises | 415 | ||
| Team Assignments and Projects | 416 | ||
| Closing Case: F-Commerce: Business Activities on Facebook | 417 | ||
| Online Resources | 421 | ||
| References | 422 | ||
| PART 4 EC Support Services | 427 | ||
| CHAPTER 8 MARKETING AND ADVERTISING IN E-COMMERCE | 427 | ||
| Netflix Increases Sales Using Movie Recommendations and Advertisements | 428 | ||
| 8.1 LEARNING ABOUT CONSUMER BEHAVIOR ONLINE | 429 | ||
| A Model of Consumer Behavior Online | 429 | ||
| 8.2 THE CONSUMER PURCHASING DECISION-MAKING PROCESS | 432 | ||
| A Generic Purchasing-Decision Model | 432 | ||
| Customer Decision Support in Web Purchasing | 433 | ||
| Players in the Consumer Decision Process | 434 | ||
| 8.3 LOYALTY, SATISFACTION, AND TRUST IN E-COMMERCE | 434 | ||
| Customer Loyalty | 434 | ||
| Satisfaction in EC | 435 | ||
| Trust in EC | 436 | ||
| 8.4 MASS MARKETING, MARKET SEGMENTATION, AND RELATIONSHIP MARKETING | 438 | ||
| From Mass Marketing to One-to-One Marketing | 438 | ||
| How One-to-One Relationships Are Practiced | 440 | ||
| 8.5 PERSONALIZATION AND BEHAVIORAL MARKETING | 441 | ||
| Personalization in E-Commerce | 441 | ||
| Behavioral Marketing and Collaborative Filtering | 442 | ||
| 8.6 MARKET RESEARCH FOR E-COMMERCE | 444 | ||
| Objectives and Concepts of Market Research Online | 444 | ||
| Case 8.1 EC Application: Internet Market Research Expedites Time-to-Market at Procter & Gamble | 445 | ||
| Representative Market Research Approaches | 446 | ||
| Limitations of Online Market Research and How to Overcome Them | 450 | ||
| Biometric Marketing | 451 | ||
| 8.7 WEB ADVERTISING | 451 | ||
| Overview of Web Advertising | 452 | ||
| Some Basic Internet Advertising Terminology | 453 | ||
| Why Internet Advertising? | 453 | ||
| 8.8 ONLINE ADVERTISING METHODS | 454 | ||
| Major Categories of Ads | 454 | ||
| Banners | 455 | ||
| Pop-Up and Similar Ads | 456 | ||
| E-Mail Advertising | 456 | ||
| Search Engine Advertisement | 457 | ||
| Google: The Online Advertising King | 460 | ||
| Viral Marketing and Advertising | 461 | ||
| Video Ads | 461 | ||
| Advergaming | 464 | ||
| Augmented Reality Advertisement | 464 | ||
| Advertising in Chat Rooms and Forums | 465 | ||
| 8.9 MOBILE MARKETING AND ADVERTISING | 466 | ||
| Major Concepts | 466 | ||
| Implementing Mobile Advertising and Marketing | 467 | ||
| Mobile Marketing Implementation Guidelines | 470 | ||
| Tools to Support Mobile Advertisement | 470 | ||
| Mobile Ad Trends | 471 | ||
| 8.10 ADVERTISING STRATEGIES AND PROMOTIONS | 471 | ||
| Permission Advertising | 471 | ||
| Other Advertising Strategies | 472 | ||
| Online Events, Promotions, and Attractions | 474 | ||
| Localization | 474 | ||
| Intelligent Agents Applications | 475 | ||
| Developing an Online Advertising Plan | 475 | ||
| Managerial Issues | 477 | ||
| Summary | 478 | ||
| Key Terms | 479 | ||
| Discussion Questions | 479 | ||
| Topics for Class Discussion and Debates | 480 | ||
| Internet Exercises | 480 | ||
| Team Assignments and Projects | 481 | ||
| Closing Case: Johnson & Johnson Uses New Media Marketing | 482 | ||
| Online Resources | 483 | ||
| References | 484 | ||
| CHAPTER 9 E-COMMERCE SECURITY AND FRAUD PROTECTION | 486 | ||
| How Seattle’s Hospital Survived a Bot Attack | 487 | ||
| 9.1 THE INFORMATION SECURITY PROBLEM | 488 | ||
| What Is EC Security? | 488 | ||
| The Drivers of EC Security Problems | 491 | ||
| Why Is an E-Commerce Security Strategy Needed? | 493 | ||
| 9.2 BASIC E-COMMERCE SECURITY ISSUES AND LANDSCAPE | 494 | ||
| Basic Security Terminology | 494 | ||
| The EC Security Battleground | 495 | ||
| The Threats, Attacks, and Attackers | 495 | ||
| The Targets of the Attacks in Vulnerable Areas | 496 | ||
| Security Scenarios and Requirements in E-Commerce | 497 | ||
| The Defense: Defenders, Strategy, and Methods | 499 | ||
| Recovery | 499 | ||
| 9.3 TECHNICAL ATTACK METHODS: FROM VIRUSES TO DENIAL OF SERVICE | 500 | ||
| Technical and Nontechnical Attacks: An Overview | 500 | ||
| The Major Technical Attack Methods | 500 | ||
| Malicious Code: Viruses, Worms, and Trojan Horses | 501 | ||
| 9.4 NONTECHNICAL METHODS: FROM PHISHING TO SPAM | 504 | ||
| Social Engineering and Fraud | 504 | ||
| Social Phishing | 505 | ||
| Fraud on the Internet | 505 | ||
| Cyber Bank Robberies | 508 | ||
| Spam and Spyware Attacks | 509 | ||
| Case 9.1 EC Application: Internet Stock Fraud Aided by Spam | 510 | ||
| Social Networking Makes Social Engineering Easy | 510 | ||
| 9.5 THE INFORMATION ASSURANCE MODEL AND DEFENSE STRATEGY | 513 | ||
| Confidentiality, Integrity, and Availability | 513 | ||
| Authentication, Authorization, and Nonrepudiation | 513 | ||
| E-Commerce Security Strategy | 514 | ||
| The Defense Side of EC Systems | 516 | ||
| 9.6 THE DEFENSE I: ACCESS CONTROL, ENCRYPTION, AND PKI | 517 | ||
| Access Control | 517 | ||
| Encryption and the One-Key (Symmetric) System | 519 | ||
| Public Key Infrastructure (PKI) | 520 | ||
| 9.7 THE DEFENSE II: SECURING E-COMMERCE NETWORKS | 523 | ||
| Firewalls | 523 | ||
| Virtual Private Networks (VPNs) | 524 | ||
| Intrusion Detection Systems (IDSs) | 525 | ||
| Honeynets and Honeypots | 525 | ||
| 9.8 THE DEFENSE III: GENERAL CONTROLS, INTERNAL CONTROLS, COMPLIANCE, AND OTHER DEFENSE MECHANISMS | 527 | ||
| General, Administrative, and Other Controls | 527 | ||
| Application Controls and Intelligent Agents | 528 | ||
| Protecting Against Spam | 528 | ||
| Protecting Against Pop-Up Ads | 529 | ||
| Protecting Against Social Engineering Attacks | 530 | ||
| Protecting Against Spyware | 531 | ||
| 9.9 BUSINESS CONTINUITY, DISASTER RECOVERY, SECURITY AUDITING, AND RISK MANAGEMENT | 531 | ||
| Business Continuity and Disaster Recovery Planning 531 | 531 | ||
| Case 9.2 EC Application: Business Continuity and Disaster Recovery | 533 | ||
| Risk-Management and Cost–Benefit Analysis | 533 | ||
| 9.10 IMPLEMENTING ENTERPRISEWIDE E-COMMERCE SECURITY | 535 | ||
| The Drivers of EC-Security Management | 535 | ||
| Senior Management Commitment and Support | 536 | ||
| EC Security Policies and Training | 536 | ||
| EC Security Procedures and Enforcement | 537 | ||
| Why Is It Difficult to Stop Internet Crime? | 537 | ||
| Managerial Issues | 538 | ||
| Summary | 539 | ||
| Key Terms | 541 | ||
| Discussion Questions | 541 | ||
| Topics for Class Discussion and Debates | 542 | ||
| Internet Exercises | 542 | ||
| Team Assignments and Projects | 543 | ||
| Closing Case: How Two Banks Stopped Scams, Spams, and Cybercriminals | 544 | ||
| Online Resources | 545 | ||
| References | 546 | ||
| CHAPTER 10 ELECTRONIC COMMERCE PAYMENT SYSTEMS | 548 | ||
| Pay-per-View Pages: The Next iTunes | 549 | ||
| 10.1 THE PAYMENT REVOLUTION | 550 | ||
| 10.2 USING PAYMENT CARDS ONLINE | 552 | ||
| Processing Cards Online | 552 | ||
| Fraudulent Card Transactions | 554 | ||
| 10.3 SMART CARDS | 556 | ||
| Types of Smart Cards | 557 | ||
| Applications of Smart Cards | 557 | ||
| 10.4 STORED-VALUE CARDS | 559 | ||
| 10.5 E-MICROPAYMENTS | 560 | ||
| 10.6 E-CHECKING | 562 | ||
| Case 10.1 EC Application: To POP or BOC: Digital Checks in the Offline World | 563 | ||
| 10.7 MOBILE PAYMENTS | 565 | ||
| Mobile Proximity Payments | 566 | ||
| Mobile Remote Payments | 566 | ||
| Case 10.2 EC Application: Closing the Digital Divide with Mobile Microfinance in Bangalore (India) | 567 | ||
| Mobile POS Payments | 568 | ||
| 10.8 B2B ELECTRONIC PAYMENTS | 569 | ||
| Current B2B Payment Practices | 569 | ||
| Enterprise Invoice Presentment and Payment | 569 | ||
| Managerial Issues | 572 | ||
| Summary | 573 | ||
| Key Terms | 574 | ||
| Discussion Questions | 574 | ||
| Topics for Class Discussion and Debates | 575 | ||
| Internet Exercises | 575 | ||
| Team Assignments and Projects | 575 | ||
| Closing Case: Freemiums in the Social Gaming World | 576 | ||
| Online Resources | 577 | ||
| References | 578 | ||
| CHAPTER 11 ORDER FULFILLMENT ALONG THE SUPPLY CHAIN AND OTHER EC SUPPORT SERVICES | 579 | ||
| How Amazon.com Fulfills Orders | 580 | ||
| 11.1 ORDER FULFILLMENT AND LOGISTICS: AN OVERVIEW | 581 | ||
| Acquiring Goods and Services | 582 | ||
| The EC Order Fulfillment Process | 583 | ||
| 11.2 PROBLEMS IN ORDER FULFILLMENT ALONG SUPPLY CHAINS | 586 | ||
| Typical Supply Chain Problems | 586 | ||
| Why Supply Chain Problems Exist | 586 | ||
| 11.3 SOLUTIONS TO ORDER FULFILLMENT PROBLEMS ALONG SUPPLY CHAINS | 587 | ||
| Improvements in the Order-Taking Activity | 588 | ||
| Warehousing and Inventory Management Improvements | 588 | ||
| Case 11.1 EC Application: How WMS Helps Schurman Improve Its Internal and External Order Fulfillment System | 589 | ||
| Changing the Structure and Process of the Supply Chain | 589 | ||
| Speeding Deliveries | 590 | ||
| Partnering Efforts and Outsourcing Logistics | 591 | ||
| Integrated Global Logistics Systems | 591 | ||
| Case 11.2 EC Application: UPS Provides Broad EC Services | 592 | ||
| Order Fulfillment in Make-to-Order and Mass Customization | 592 | ||
| Handling Returns (Reverse Logistics) | 593 | ||
| Order Fulfillment in B2B | 594 | ||
| Case 11.3 EC Application: How Daisy Brand Fulfills B2B Orders | 595 | ||
| Other Solutions to Supply Chain Problems | 596 | ||
| Case 11.4 EC Application: How Sundowner Motor Inns Fulfills Its Online Reservations | 596 | ||
| Innovative E-Fulfillment Strategies | 597 | ||
| 11.4 RFID AND CPFR AS KEY ENABLERS IN SUPPLY CHAIN MANAGEMENT | 598 | ||
| The Essentials of RFID | 598 | ||
| RFID Applications in the Supply Chain Around the Globe | 599 | ||
| Collaborative Planning, Forecasting, and Replenishment | 602 | ||
| Case 11.5 EC Application: West Marine: A CPFR Success Story | 604 | ||
| 11.5 OTHER E-COMMERCE SUPPORT SERVICES | 604 | ||
| Consulting Services | 604 | ||
| Directory Services, Newsletters, and Search Engines | 605 | ||
| More EC Support Services | 606 | ||
| Outsourcing EC Support Services | 608 | ||
| Managerial Issues | 609 | ||
| Summary | 610 | ||
| Key Terms | 611 | ||
| Discussion Questions | 611 | ||
| Topics for Class Discussion and Debates | 611 | ||
| Internet Exercises | 612 | ||
| Team Assignments and Projects | 613 | ||
| Closing Case: How Mass Customized EC Orders Are Fulfilled—Multibras of Brazil | 613 | ||
| Online Resources | 614 | ||
| References | 615 | ||
| PART 5 E-Commerce Strategy and Implementation | 617 | ||
| CHAPTER 12 EC STRATEGY, GLOBALIZATION, AND SMES | 617 | ||
| New EC Strategies Enable Travelocity to Move Ahead in the Online Travel Market | 618 | ||
| 12.1 ORGANIZATIONAL STRATEGY: CONCEPTS AND OVERVIEW | 619 | ||
| Strategy in the Web Environment | 619 | ||
| The Strategic Planning Process | 622 | ||
| Case 12.1 EC Application: Focusing on Quality over Quantity at Warner Music Group | 626 | ||
| Strategic Planning Tools | 626 | ||
| 12.2 E-COMMERCE STRATEGY: CONCEPTS AND OVERVIEW | 628 | ||
| 12.3 E-COMMERCE STRATEGY INITIATION | 629 | ||
| Representative Issues in E-Strategy Initiation | 629 | ||
| Case 12.2 EC Application: Measuring Profit on the Web: Axon of New Zealand | 632 | ||
| Strategy in the Web 2.0 Environment and in Social Networking | 633 | ||
| 12.4 E-COMMERCE STRATEGY FORMULATION | 634 | ||
| Selecting E-Commerce Opportunities | 634 | ||
| Determining an Appropriate EC Application Portfolio Mix | 635 | ||
| Risk Analysis in Strategy Formulation | 636 | ||
| Security Issues to Consider During Strategy Formulation | 636 | ||
| Other Issues in E-Commerce Strategy Formulation | 637 | ||
| 12.5 E-COMMERCE STRATEGY IMPLEMENTATION | 638 | ||
| E-Commerce Strategy Implementation Process | 638 | ||
| E-Commerce Strategy Implementation Issues | 639 | ||
| 12.6 E-COMMERCE STRATEGY AND PROJECT PERFORMANCE ASSESSMENT | 641 | ||
| The Objectives of Assessment | 641 | ||
| Measuring Results and Using Metrics | 642 | ||
| 12.7 A STRATEGY FOR GLOBAL E-COMMERCE | 645 | ||
| Benefits and Extent of Global Operations | 645 | ||
| Barriers to Global E-Commerce | 646 | ||
| Breaking Down the Barriers to Global E-Commerce | 649 | ||
| 12.8 E-COMMERCE STRATEGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES | 649 | ||
| Globalization and SMEs | 651 | ||
| Resources to Support SMEs | 651 | ||
| SMEs and Social Networks | 651 | ||
| Managerial Issues | 652 | ||
| Summary | 653 | ||
| Key Terms | 654 | ||
| Discussion Questions | 654 | ||
| Topics for Class Discussion and Debates | 655 | ||
| Internet Exercises | 655 | ||
| Team Assignments and Projects | 656 | ||
| Closing Case: CatchOfTheDay Seizes the Market | 656 | ||
| Online Resources | 657 | ||
| References | 658 | ||
| CHAPTER 13 IMPLEMENTING EC SYSTEMS: FROM JUSTIFICATION TO SUCCESSFUL PERFORMANCE | 660 | ||
| Vodafone Essar of India | 661 | ||
| 13.1 THE IMPLEMENTATION LANDSCAPE | 663 | ||
| The Major Implementation Factors | 663 | ||
| 13.2 WHY JUSTIFY E-COMMERCE INVESTMENTS? HOW CAN THEY BE JUSTIFIED? | 664 | ||
| Increased Pressure for Financial Justification | 664 | ||
| Other Reasons Why EC Justification Is Needed | 664 | ||
| EC Investment Categories and Benefits | 665 | ||
| How Is an EC Investment Justified? | 665 | ||
| What Needs to Be Justified? When Should Justification Take Place? | 665 | ||
| Using Metrics in EC Justification | 666 | ||
| 13.3 DIFFICULTIES IN MEASURING AND JUSTIFYING E-COMMERCE INVESTMENTS | 668 | ||
| The EC Justification Process | 668 | ||
| Difficulties in Measuring Productivity and Performance Gains | 669 | ||
| Relating EC and IT Expenditures to Organizational Performance | 670 | ||
| Intangible Costs and Benefits | 671 | ||
| The Process of Justifying EC and IT Projects | 672 | ||
| The Use of Gartner’s Hype Cycle | 672 | ||
| 13.4 METHODS AND TOOLS FOR EVALUATING AND JUSTIFYING E-COMMERCE INVESTMENTS | 673 | ||
| Opportunities and Revenue Generated by EC Investment | 674 | ||
| Methodological Aspects of Justifying EC Investments | 674 | ||
| Traditional Methods for Evaluating EC Investments | 674 | ||
| Implementing Traditional Methods | 676 | ||
| ROI Calculators | 676 | ||
| Advanced Methods for Evaluating IT and EC Investments | 677 | ||
| 13.5 EXAMPLES OF E-COMMERCE METRICS AND PROJECT JUSTIFICATION | 679 | ||
| Justifying E-Procurement | 679 | ||
| Justifying a Portal | 680 | ||
| Justifying Social Networking and the Use of Web 2.0 Tools | 680 | ||
| Justifying an Investment in Mobile Computing and in RFID | 681 | ||
| Justifying Security Projects | 681 | ||
| 13.6 THE ECONOMICS OF E-COMMERCE | 681 | ||
| Reducing Production Costs | 681 | ||
| Increased Revenues | 683 | ||
| Reducing Transaction Friction or Risk | 685 | ||
| Facilitating Product Differentiation | 685 | ||
| EC Increases Agility | 685 | ||
| Valuation of EC Companies | 685 | ||
| 13.7 A FIVE-STEP APPROACH TO DEVELOPING AN E-COMMERCE SYSTEM | 687 | ||
| Step 1: Identifying, Justifying, and Planning EC Systems | 688 | ||
| Step 2: Creating an EC Architecture | 689 | ||
| Step 3: Selecting a Development Option | 690 | ||
| Step 4: Installing, Testing, Integrating, and Deploying EC Applications | 690 | ||
| Step 5: Operations, Maintenance, and Updates | 691 | ||
| Managing the Development Process | 691 | ||
| 13.8 DEVELOPMENT STRATEGIES FOR E-COMMERCE PROJECTS | 691 | ||
| In-House Development: Insourcing | 692 | ||
| Buy the Applications (Off-the-Shelf Approach) | 692 | ||
| Outsourcing EC Systems Development and Applications | 693 | ||
| Leasing EC Applications: Cloud Computing and Software-as-a-Service | 694 | ||
| Other Development Options | 696 | ||
| Selecting a Development Option | 696 | ||
| 13.9 ORGANIZATIONAL IMPACTS OF E-COMMERCE | 697 | ||
| Improving Marketing and Sales | 697 | ||
| Transforming Organizations and Work | 698 | ||
| Redefining Organizations | 701 | ||
| Change Management | 701 | ||
| How to Organize an EC Unit in a Company | 703 | ||
| 13.10 OPPORTUNITIES FOR SUCCESS IN E-COMMERCE AND AVOIDING FAILURE | 704 | ||
| Factors That Determine E-Commerce Success | 704 | ||
| E-Commerce Successes | 705 | ||
| Cultural Differences in EC Successes and Failures | 707 | ||
| Managerial Issues | 708 | ||
| Summary | 709 | ||
| Key Terms | 711 | ||
| Discussion Questions | 711 | ||
| Topics for Class Discussion and Debates | 711 | ||
| Internet Exercises | 712 | ||
| Team Assignments and Projects | 712 | ||
| Closing Case: Developing a Web 2.0 Platform to Enable Innovative Market Research at Del Monte | 713 | ||
| Online Resources | 714 | ||
| References | 715 | ||
| CHAPTER 14 E-COMMERCE: REGULATORY, ETHICAL, AND SOCIAL ENVIRONMENTS | 717 | ||
| Why Is Disney Funding Chinese Pirates? | 718 | ||
| 14.1 ETHICAL CHALLENGES AND GUIDELINES | 719 | ||
| Ethical Principles and Guidelines | 719 | ||
| Business Ethics | 719 | ||
| EC Ethical Issues | 721 | ||
| 14.2 INTELLECTUAL PROPERTY LAW | 723 | ||
| Intellectual Property in E-Commerce | 723 | ||
| Fan and Hate Sites | 727 | ||
| 14.3 PRIVACY RIGHTS, PROTECTION, AND FREE SPEECH | 727 | ||
| Social Networks Changing the Landscape of Privacy and Its Protection | 727 | ||
| Privacy Rights and Protection | 728 | ||
| Free Speech Online Versus Privacy Protection | 729 | ||
| The Price of Protecting an Individual's Privacy | 730 | ||
| Case 14.1 EC Application: Hey Teacher, Leave Them Kids Alone! Activating Laptop Webcams to Spy on Students at Home | 731 | ||
| How Information About Individuals Is Collected and Used Online | 731 | ||
| Privacy Protection by Information Technologies | 735 | ||
| Privacy Issues in Web 2.0 Tools and Social Networks | 736 | ||
| Privacy Protection by Ethical Principles | 736 | ||
| Case 14.2 EC Application: Octopus Card Used Everywhere and Tracked Everywhere | 737 | ||
| Privacy Protection in Countries Other Than the United States | 739 | ||
| 14.4 OTHER EC LEGAL ISSUES | 740 | ||
| The Legal and Regulatory Environment | 740 | ||
| E-Discovery | 741 | ||
| Cyberbullying | 742 | ||
| 14.5 CONSUMER AND SELLER PROTECTION FROM ONLINE FRAUD | 743 | ||
| Consumer (Buyer) Protection | 743 | ||
| Seller Protection | 746 | ||
| Protecting Buyers and Sellers: Electronic and Digital Signatures | 746 | ||
| Government Regulation of E-Commerce | 747 | ||
| 14.6 PUBLIC POLICY AND POLITICAL ENVIRONMENTS | 748 | ||
| Net Neutrality Approved by the FCC | 748 | ||
| Taxation of EC Transactions | 748 | ||
| Internet Censorship by Countries | 749 | ||
| Regulatory Compliance | 750 | ||
| 14.7 SOCIETAL ISSUES AND GREEN EC | 751 | ||
| The Digital Divide | 751 | ||
| Telecommuting | 752 | ||
| Green EC and IT | 753 | ||
| Other Societal Issues | 756 | ||
| Managerial Issues | 757 | ||
| Summary | 758 | ||
| Key Terms | 759 | ||
| Discussion Questions | 759 | ||
| Topics for Class Discussion and Debates | 760 | ||
| Internet Exercises | 761 | ||
| Team Assignments and Projects | 761 | ||
| Closing Case: Pirate Bay and the Future of File Sharing | 762 | ||
| Online Resources | 763 | ||
| References | 764 | ||
| Glossary | 768 | ||
| A | 768 | ||
| B | 769 | ||
| C | 769 | ||
| D | 771 | ||
| E | 771 | ||
| F | 772 | ||
| G | 773 | ||
| H | 773 | ||
| I | 773 | ||
| K | 774 | ||
| L | 774 | ||
| M | 774 | ||
| N | 775 | ||
| O | 775 | ||
| P | 775 | ||
| R | 776 | ||
| S | 776 | ||
| T | 778 | ||
| U | 778 | ||
| V | 778 | ||
| W | 779 | ||
| X | 779 | ||
| Index | 780 | ||
| A | 780 | ||
| B | 780 | ||
| C | 781 | ||
| D | 782 | ||
| E | 782 | ||
| F | 784 | ||
| G | 784 | ||
| H | 784 | ||
| I | 784 | ||
| J | 785 | ||
| K | 785 | ||
| L | 785 | ||
| M | 786 | ||
| N | 786 | ||
| O | 787 | ||
| P | 787 | ||
| Q | 788 | ||
| R | 788 | ||
| S | 788 | ||
| T | 790 | ||
| U | 790 | ||
| V | 790 | ||
| W | 791 | ||
| X | 791 | ||
| Y | 791 | ||
| Z | 791 | ||
| Online Chapter | 15-1 | ||
| PART 6—LAUNCHING ONLINE BUSINESSES AND EC PROJECTS | 15-1 | ||
| CHAPTER 15 LAUNCHING A SUCCESSFUL ONLINE BUSINESS AND EC PROJECTS | 15-1 | ||
| Facebook: Making a Business Out of Friendship | 15-2 | ||
| 15.1 GETTING INTO E-COMMERCE AND STARTING A NEW ONLINE BUSINESS | 15-3 | ||
| Getting into E-Commerce | 15-3 | ||
| Starting a New Online Business | 15-4 | ||
| An E-Startup Is a Startup | 15-4 | ||
| Creating a New Company or Adding an Online Project | 15-4 | ||
| Case 15.1 EC Application: Innovation and Creativity at Amazon.com | 15-5 | ||
| Planning Online Businesses | 15-7 | ||
| Funding a New Online Business | 15-9 | ||
| 15.2 ADDING E-COMMERCE INITIATIVES OR TRANSFORMING TO AN E-BUSINESS | 15-11 | ||
| Adding EC Initiatives to an Existing Business | 15-11 | ||
| Transformation to an E-Business | 15-12 | ||
| 15.3 BUILDING OR ACQUIRING A WEBSITE | 15-14 | ||
| Classification of Websites | 15-14 | ||
| Building a Website | 15-15 | ||
| 15.4 WEBSITE HOSTING AND OBTAINING A DOMAIN NAME | 15-17 | ||
| Web Hosting Options | 15-17 | ||
| Registering a Domain Name | 15-19 | ||
| 15.5 CONTENT CREATION, DELIVERY, AND MANAGEMENT | 15-20 | ||
| Categories and Types of Content | 15-20 | ||
| Creation or Acquisition of Content | 15-22 | ||
| Content Management and Maintenance | 15-24 | ||
| Catalog Content and Its Management | 15-25 | ||
| Content Maximization and Streaming Services | 15-25 | ||
| Case 15.2 EC Application: Akamai Technologies | 15-26 | ||
| 15.6 WEBSITE DESIGN | 15-27 | ||
| Case 15.3 EC Application: The Website Design of Alibaba.com | 15-29 | ||
| Information Architecture | 15-29 | ||
| Site Navigation | 15-31 | ||
| Performance (Speed) | 15-31 | ||
| Colors and Graphics | 15-32 | ||
| Website Usability | 15-32 | ||
| 15.7 PROVIDING E-COMMERCE SUPPORT SERVICES | 15-33 | ||
| Who Builds the Website? | 15-33 | ||
| Payments: Accepting Credit Cards | 15-33 | ||
| Website Promotion | 15-34 | ||
| Customer Relationship Management | 15-35 | ||
| 15.8 OPENING A WEBSTORE | 15-35 | ||
| Options for Acquiring Webstores | 15-35 | ||
| Case 15.4 EC Application: Baidu’s Search for Success | 15-36 | ||
| Yahoo! Small Business | 15-39 | ||
| Managerial Issues | 15-39 | ||
| Summary | 15-40 | ||
| Key Terms | 15-41 | ||
| Discussion Questions | 15-41 | ||
| Topics for Class Discussion and Debates | 15-42 | ||
| Internet Exercises | 15-42 | ||
| Team Assignments and Projects | 15-43 | ||
| Closing Case: Alibaba.com: From a Small Startup to an International Enterprise | 15-43 | ||
| Online Resources | 15-44 | ||
| References | 15-45 | ||
| Online Files | 1-1 | ||
| CHAPTER 1 ONLINE FILES | 1-1 | ||
| W1.1 Application Case: Dell—Using E-Commerce for Success | 1-1 | ||
| W1.2 Application Case: Campusfood.com—Student Entrepreneurs | 1-3 | ||
| W1.3 Major Characteristics of Web 2.0 | 1-4 | ||
| W1.4 Application Case: Beijing 2008: A Digital Olympics | 1-5 | ||
| W1.5 Response Activities for Organizations | 1-8 | ||
| W1.6 Representative EC Business Models | 1-10 | ||
| W1.7 Basic Resources in E-Commerce (for All Chapters) | 1-11 | ||
| CHAPTER 2 ONLINE FILES | 2-1 | ||
| W2.1 Examples of Digital Products | 2-1 | ||
| W2.2 Application Case: How Raffles Hotel Is Conducting E-Commerce | 2-2 | ||
| W2.3 Application Case: eBay: The World’s Largest Auction Site | 2-3 | ||
| W2.4 Application Case: Reverse Mortgage Auctions in Singapore | 2-4 | ||
| CHAPTER 3 ONLINE FILES | 3-1 | ||
| W3.1 Some Current Trends in B2C EC | 3-1 | ||
| W3.2 Application Case: CatToys.com, a Specialty E-Tailer | 3-2 | ||
| W3.3 Application Case: The European Job Mobility Portal (EURES CV-Search) and Xing.com | 3-2 | ||
| W3.4 Investment Information | 3-3 | ||
| W3.5 Examples of Online Entertainment | 3-4 | ||
| W3.6 Representative Shopping Software Agents and Comparison Sites | 3-6 | ||
| W3.7 What Lessons Can Be Learned from These EC Failures? | 3-7 | ||
| CHAPTER 4 ONLINE FILES | 4-1 | ||
| W4.1 Application Case: Cisco System’s Connection Online | 4-1 | ||
| W4.2 Application Case: Boeing’s Spare PART Marketplace | 4-2 | ||
| W4.3 Implementing E-Procurement | 4-4 | ||
| W4.4 EC Application ChemConnect: The World Commodity Chemical Exchange | 4-7 | ||
| CHAPTER 5 ONLINE FILES | 5-1 | ||
| W5.1 Application Case: E-Government in Hong Kong (1998 to 2009) | 5-1 | ||
| W5.2 Key Issues and Trends of E-Government Development and Implementation | 5-3 | ||
| W5.3 Application Case: E-Learning at Cisco Systems | 5-6 | ||
| W5.4 Preventing E-Learning Failures | 5-7 | ||
| W5.5 Education-Related Activities in Second Life | 5-8 | ||
| W5.6 Fila’s Collaboration Software Reduces Time-to-Market and Product Cost | 5-10 | ||
| CHAPTER 6 ONLINE FILES | 6-1 | ||
| W6.1 Wi-Fi and the Traveling Public | 6-1 | ||
| W6.2 Wi-Fi Mesh Networks, Google Talk, and Interoperability | 6-2 | ||
| W6.3 Application Case: Mobile Sales Solution Results in £1 Million Revenue Boost for Hillarys | 6-2 | ||
| W6.4 Application Case: NextBus: A Superb Customer Service | 6-4 | ||
| W6.5 Warehouse Management Systems: Mobile Solutions | 6-5 | ||
| W6.6 Application Case: Wi-Fi Sensor Net Aids Winemakers | 6-7 | ||
| W6.7 Representative Wireless Industrial Sensor Network Applications | 6-8 | ||
| W6.8 Security Approaches for Mobile Computing | 6-9 | ||
| CHAPTER 7 ONLINE FILES | 7-1 | ||
| W7.1 Application Case: Social Money Lending: Zopa and Prosper | 7-1 | ||
| W7.2 How Wikis Are Used | 7-3 | ||
| W7.3 Seven Guidelines for Achieving Success in Crowdsourcing | 7-4 | ||
| W7.4 The Essentials of Virtual Trade Shows and Trade Fairs in Virtual Worlds | 7-6 | ||
| W7.5 How to Educate People to Reduce Pollution: The Alter Space Game | 7-8 | ||
| W7.6 Solis’s Compass Components | 7-9 | ||
| W7.7 Potential Social Commerce Risks | 7-10 | ||
| W7.8 Application Case: YouTube and Company—A Whole New World | 7-12 | ||
| CHAPTER 8 ONLINE FILES | 8-1 | ||
| W8.1 Online Buyer Decision Making Process | 8-1 | ||
| W8.2 EC Trust Model | 8-2 | ||
| W8.3 Spyware | 8-2 | ||
| W8.4 The List of Information Provided by Clickstream Data | 8-3 | ||
| W8.5 From Mass Advertising to Interactive Advertising | 8-4 | ||
| W8.6 Application Case: 1-800-Flowers.com Uses Data Mining to Foster Customer Relationship Management | 8-5 | ||
| W8.7 Advantages and Limitations of Internet Advertising | 8-6 | ||
| W8.8 How to Attract Web Surfers | 8-7 | ||
| W8.9 E-Mail Advertising Methods | 8-8 | ||
| W8.10 Software Agents in Marketing and Advertising Applications | 8-9 | ||
| W8.11 The Life Cycle of an Online Advertising Plan | 8-14 | ||
| CHAPTER 9 ONLINE FILES | 9-1 | ||
| W9.1 Application Case: Hackers Profit from TJX’s Corporate Data | 9-1 | ||
| W9.2 Top Cybersecurity Areas in 2011 | 9-2 | ||
| W9.3 Examples of Internet Fraud | 9-3 | ||
| W9.4 What Firewalls Can Protect | 9-6 | ||
| W9.5 Application Case: Honeynets and the Law | 9-7 | ||
| W9.6 Protecting Against Spam and Splogs | 9-9 | ||
| W9.7 Auditing Information Systems | 9-10 | ||
| W9.8 Application Case: Impacts of ChoicePoint’s Negligence in Information Security | 9-11 | ||
| CHAPTER 10 ONLINE FILES | 10-1 | ||
| W10.1 Application Case: Taiwan Money Card | 10-1 | ||
| W10.2 Application Case: The Check Is in the Network | 10-2 | ||
| CHAPTER 11 ONLINE FILES | 11-1 | ||
| W11.1 What Services Do Customers Need? | 11-1 | ||
| W11.2 The Bullwhip Effect | 11-1 | ||
| W11.3 Application Case: How Dell Fulfills Customer Repair Orders | 11-2 | ||
| W11.4 Application Case: Grocery Supermarket Keeps It Fresh—Woolworths of Australia | 11-3 | ||
| W11.5 Order Fulfillment at GroceryWorks | 11-4 | ||
| W11.6 Application Case: How Walmart Uses EC in Its Supply Chain | 11-5 | ||
| W11.7 Players and Challenges in B2B Order Fulfillment | 11-7 | ||
| W11.8 The CPFR Process | 11-8 | ||
| W11.9 Intellegent Agents and Their Role in E-Commerce | 11-9 | ||
| CHAPTER 12 ONLINE FILES | 12-1 | ||
| W12.1 Security Risks in E-Commerce and Social Commerce and Mitigation Guidelines | 12-1 | ||
| W12.2 Partners’ Strategy and Business Alliances | 12-2 | ||
| W12.3 Application Case: Mary Kay Combines E-Commerce Strategies to Revamp Its Business Model | 12-3 | ||
| W12.4 Application Case: Web Page Translation at the Denver Metro Convention and Visitors Bureau | 12-5 | ||
| W12.5 Application Case: Adena Medical Center Named “Most Wired” Small and Rural Hospital | 12-6 | ||
| CHAPTER 13 ONLINE FILES | 13-1 | ||
| W13.1 Nucleus Research’s ROI Methodology | 13-1 | ||
| W13.2 Handling Intangible Benefits | 13-3 | ||
| W13.3 Issues in Implementing Traditional Justification Methods | 13-4 | ||
| W13.4 Advanced Methods for Justifying EC and IT Investments Value Analysis | 13-5 | ||
| W13.5 E-Procurement Complexities in Marketplaces | 13-10 | ||
| W13.6 Application Case: Cost–Benefit Justification of Wireless E-Commerce at Paesano Restaurant of Australia | 13-11 | ||
| W13.7 Insourcing Options | 13-13 | ||
| W13.8 Vendor and Software Selection | 13-13 | ||
| W13.9 Categories of E-Market Success Factors | 13-16 | ||
| W13.10 Application Case: The Rise and Fall of Kozmo.com | 13-17 | ||
| W13.11 Application Case: The Success Story of E-Choupal | 13-18 | ||
| W13.12 Application Case: Alliance Insurance Exercise | 13-19 | ||
| CHAPTER 14 ONLINE FILES | 14-1 | ||
| W14.1 Framework for Ethical Issues | 14-1 | ||
| W14.2 Website Quality Guidelines | 14-2 | ||
| W14.3 Intellectual Property Websites—International Sites | 14-2 | ||
| W14.4 Representative EC Patents | 14-3 | ||
| W14.5 Application Case: Protection Pitted Against Privacy | 14-4 | ||
| W14.6 Representative U.S. Federal Privacy Legislation | 14-5 | ||
| W14.7 Censorship in the United States, China, and Around the Globe | 14-6 | ||
| W14.8 How to Go Green in a Data Center and the Related Supply Chain | 14-8 |