Electronic commerce 2010: a managerial perspective
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Boston ; Munich u.a.
Pearson
2010
|
| Ausgabe: | 6. ed., global ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 779 S. Ill., graph. Darst. |
| ISBN: | 9780137034659 0137034652 |
Internformat
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Datensatz im Suchindex
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| adam_text | Titel: Electronic commerce 2010
Autor: Turban, Efraim
Jahr: 2010
Contents in Brief
_____ _______ ^
mdud:imi^I_^ ___________41
JMPIEt 1 Overview of Electronic Commerce...............................43
TEPi 2 E-Marketplaces: Mechanisms, Tools, and Impacts of E-Commerce..........89
ll 3 Retailing in Electronic Commerce: Products and Services..............140
Ei 4 Consumer Behavior, Internet Marketing, and Advertising..............184
OT^PTEEI S B2B E-Commerce.........................................235
CEMPTEI § E-Supply Chains, Collaborative Commerce, and Corporate Portals.........285
nd^ ______________________3M
(CM/kPTii 7 Innovative EC Systems: From E-Government and E-Learning to
Consumer-to-Consumer E-Commerce............................336
CIKlAPTEt S Mobile Computing and Commerce, and Pervasive Computing............381
CiMPTEd S The Web 2.0 Environment and Social Networks..................... 425
E-Commerce Fraud and Security...............................469
¦P» 11 Electronic Commerce Payment Systems..........................522
tPTII 12 Fulfilling E-Commerce Orders and Other EC Support Services............550
ELSteateLQ^nd^Im^mmi tiQn__„____________________585.
13 E-Commerce Strategy and Global EC............................585
IP* 14 Economics and Justification of Electronic Commerce.................627
IP* 15 Launching a Successful Online Business and EC Projects...............666
El 3,§ Regulatory, Ethical, and Compliance Issues in EC...................707 /
OjniineJMtXJiicMom
.7 Dynamic Trading: E-Auctions, Bartering, and Negotiations
li APTEi IS Building E-Commerce Applications and Infrastructure
A Web Page Design and Creation
l E-Business Plan
Electronic Customer Relationship Management (e-CRM)
i=
Contents
Introduction tn E-fommeiTfi and F-Market.plarfis 43
. OVERVIEW OF ELECTRONIC COMMERCE .............43
Beijing 2008: A Digital Olympics.........................44
1.1 ELECTRONIC COMMERCE: DEFINITIONS AND CONCEPTS.........46
Defining Electronic Commerce 46
Defining E-Business 47
Other EC Concepts 47
Electronic Markets and Interorganizational
and Intraorganizational Information Systems 48
1.2 THE ELECTRONIC COMMERCE FIELD: CLASSIFICATION, CONTENT,
AND HISTORY..................................49
An EC Framework 49
Classification of EC by the Nature, Direction of the Transactions,
and Interactions 50
Case 1.1 EC Application: Want to Buy Chocolate Online?
Try Godiva.com.................................... 52
A Brief History of EC 53
The Future of EC 54
1.3 E-COMMERCE 2.0: FROM WEB 2.0 TO ENTERPRISE SOCIAL
NETWORKING AND VIRTUAL WORLDS ..................55
Social Computing 55
Web 2.0 55
Social Networks and Social Network Services 56
Case 1.2 EC Application: MySpace; The World s Most Popular
Social Networking Web Site ........................... 58
Enterprise Social Networks 59
Virtual Worlds and Second Life 60
1.4 THE DIGITAL WORLD: ECONOMY, ENTERPRISES,
AND SOCIETY..................................62
The Digital Economy 62
The Digital Enterprise 62
The Digital Society 64
1.5 ELECTRONIC COMMERCE DRIVERS AND THE CHANGING
BUSINESS ENVIRONMENT..........................68
The Drivers of EC and Its Growth 68
Performance, Business Pressures, and Organizational Responses 69
1.6 ELECTRONIC COMMERCE BUSINESS MODELS................72
The Structure and Properties of Business Models 72
Typical EC Business Models 75
1.7 THE BENEFITS, LIMITATIONS, AND IMPACTS OF
ELECTRONIC COMMERCE ...........................76
The Benefits and Impacts of EC 76
The Limitations and Barriers of EC 76
Why Study E-Commerce? 77
1.8 OVERVIEW OF THIS BOOK............................78
Contents
13 EC Application: Ho
Part 1: Introduction to E-Commerce and E-Marketplaces 80
Part 2: Internet Consumer Retailing 80
Part 3: Business-to-Business E-Commerce 80
Part 4: Other EC Models and Applications 81
Part 5: EC Support Services 81
Part 6: EC Strategy and Implementation 81
Online Part 7: Auctions and Application Development 81
Online Tutorials 81
Online Appendix 81
Online Supplements 81
MANAGERIAL ISSUES...................................81
SUMMARY ..........................................82
KEY TERMS..........................................83
QUESTIONS FOR DISCUSSION..............................83
INTERNET EXERCISES...................................84
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS ..........84
CLOSING CASE: MARY KAY S EC SYSTEMS ......................85
ONLINE RESOURCES....................................86
REFERENCES ......................................... 87
2 E-MARKETPLACES: MECHANISMS, TOOLS, AND IMPACTS
OF E-COMMERCE.............................89
Web 2.0 Tools at Eastern Mountain Sports...................90
2.1 ELECTRONIC COMMERCE MECHANISMS: AN OVERVIEW.........92
EC Activities and Mechanisms 92
Sellers, Buyers, and Transactions 93
2.2 E-MARKETPLACES.................................94
Electronic Markets 95
E-Marketplace Components and Participants 95
Types of E-Marketplaces 96
2.3 CUSTOMER INTERACTION MECHANISMS: STOREFRONTS, MALLS,
AND PORTALS..................................97
Electronic Storefronts 97
Electronic Malls 98
Types of Stores and Malls 98
Web (Information) Portals 99
The Roles and Value of Intermediaries in E-Marketplaces 100
Case 2.1 EC Application: TradeE§yptco6« .................... 101
2.4 ELECTRONIC CATALOGS, SEARCH ENGINES, AND
SHOPPING CARTS...............................102
Electronic Catalogs 102
EC Search Activities, Types, and Engines 104
Shopping Carts 105
2.5 AUCTIONS, BARTERING, AND NEGOTIATING
ONLINE.....................................106
Definition and Characteristics 106
Traditional Auctions Versus E-Auctions 106
Dynamic Pricing and Types of Auctions 108
Benefits, Limitations, and Impacts of E-Auctions 109
intents
Online Bartering 110
Online Negotiating 111
2.6 WEB 2.0 TOOLS AND SERVICES: FROM BLOGS TO WIKIS.......Ill
Blogging (Weblogging) 112
Mechanism Aids for Web 2.0 Tools: Tags, Folksonomy,
and Social Bookmarks 116
Wikis 117
2.7 VIRTUAL WORLDS AS AN ELECTRONIC COMMERCE
MECHANISM..................................117
Business Activities and Value in Virtual Worlds 118
2.8 COMPETITION IN THE DIGITAL ECONOMY AND ITS IMPACT
ON INDUSTRIES................................119
Competition in the Internet Ecosystem 119
Case 2.2 EC Application: How Blue Mile, Inc., Is Qwmgimg
the Jewelry industry . „ .».„„„,,.„ o»... „ „ „»„ „.„„ ,., „. „ 120
Impact on Competition 122
EC Impact on Whole Industries 123
Case 23 EC Application: CraigsJiste Hut Ultimate
Online Classified Site „ „„„»„ = . „ „ = „„.. ,. = „. „ „„„„„„„,,= „ 124
2.9 IMPACTS OF ELECTRONIC COMMERCE ON BUSINESS PROCESSES
AND ORGANIZATIONS............................125
Improving Marketing and Sales 125
Transforming Organizations 126
Redefining Organizations 128
MANAGERIAL ISSUES..................................130
SUMMARY..........................................131
KEY TERMS.........................................132
QUESTIONS FOR DISCUSSION.............................132
INTERNET EXERCISES ..................................133
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........133
CLOSING CASE: SECOND LIFE.............................134
ONLINE RESOURCES...................................135
REFERENCES ........................................ 136
2A BUILD-TO-ORDER PRODUCTION.......................138
LCimsumer^etailing-__________ 140
OMPTEl 3 RETAILING IN ELECTRONIC COMMERCE: PRODUCTS
AND SERVICES.............................140
Amazon.com: E-Tailing Grows Despite the Slumping Economy____141
3.1 INTERNET MARKETING AND ELECTRONIC RETAILING .........143
Overview of Electronic Retailing 143
Size and Growth of the B2C Market 143
What Sells Well on the Internet 144
Characteristics and Advantages of Successful E-Tailing 144
3.2 E-TAILING BUSINESS MODELS........................147
Classification by Distribution Channel 147
Insights and Additions 3.1 Selling Cars Online:
Build-to-Order ..........................
Other B2C Models and Special Retailing 150
B2C in Social Networks 150
Contents
3.3 TRAVEL AND TOURISM (HOSPITALITY) SERVICES ONLINE......151
Services Provided 152
Special Services Online 152
Benefits and Limitations of Online Travel Services 153
Case 3.1 EC Application: WAYN: A Social Network
for Travelers ...................................... 154
Corporate Travel 154
Impact of EC on the Travel Industry 154
3.4 EMPLOYMENT PLACEMENT AND THE JOB MARKET ONLINE......155
The Internet Job Market 156
Benefits and Limitations of the Electronic Job Market 158
3.5 REAL ESTATE, INSURANCE, AND STOCK TRADING ONLINE......159
Real Estate Online 159
Insurance Online 160
Online Stock Trading 160
3.6 BANKING AND PERSONAL FINANCE ONLINE...............162
Home Banking Capabilities 162
Virtual Banks 162
International and Multiple-Currency Banking 163
Online Financial Transaction Implementation Issues 164
Case 3.2 EC Application: Security for Online Bank Transactions «... 164
Personal Finance Online 165
3.7 ON-DEMAND DELIVERY OF PRODUCTS, DIGITAL ITEMS,
ENTERTAINMENT, AND GAMING .....................166
On-Demand Delivery of Products 166
Fresh Direct 167
Online Delivery of Digital Products, Entertainment, and Media 167
Online Entertainment 168
3.8 ONLINE PURCHASE-DECISION AIDS ....................169
Shopping Portals 170
Shopbots Software Agents 170
Spy Services 170
Business Ratings Sites 171
Trust Verification Sites 171
Other Shopping Tools 171
3.9 PROBLEMS WITH E-TAILING AND LESSONS LEARNED.........172
3.10 ISSUES IN E-TAILING .............................173
Disintermediation and Reintermediation 173
Channel Conflict 174
Determining the Right Price 175
Product and Service Customization and Personalization 175
Fraud and Other Illegal Activities 175
How to Make Customers Happy 175
MANAGERIAL ISSUES..................................176
SUMMARY..........................................176
KEY TERMS.......................,.................177
QUESTIONS FOR DISCUSSION............................. 178
INTERNET EXERCISES..................................178
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS.........179
CLOSING CASE: WAL-MART POWERS ONLINE...................179
ONLINE RESOURCES...................................181
REFERENCES........................................181
intents
CHAPTER 4 CONSUMER BEHAVIOR, INTERNET MARKETING,
AND ADVERTISING ..........................184
Netflix Increases Sales Using DVD Recommendations
and Advertisements............................185
4.1 LEARNING ABOUT CONSUMER BEHAVIOR ONLINE...........186
A Model of Consumer Behavior Online 186
4.2 THE CONSUMER PURCHASING DECISION-MAKING PROCESS.....189
A Generic Purchasing-Decision Model 189
Customer Decision Support in Web Purchasing 190
Players in the Consumer Decision Process 191
4.3 MASS MARKETING, MARKET SEGMENTATION,
AND ONE-TO-ONE MARKETING ......................191
From Mass Marketing to One-to-One Marketing 191
How One-to-One Relationships Are Practiced 192
4.4 PERSONALIZATION AND BEHAVIORAL MARKETING...........194
Personalization in E-Commerce 194
Behavioral Marketing and Collaborative Filtering 195
4.5 LOYALTY, SATISFACTION, AND TRUST IN EC ...............196
Customer Loyalty 196
Satisfaction in EC 197
Trust in EC 198
4.6 MARKET RESEARCH FOR EC..........................200
Objectives and Concepts of Market Research Online 200
Case 4.1 EC Application: Internet Market Research Expedites
Time-to-Market at Procter Gamble....................201
Representative Market Research Approaches 201
Insights and Additions 4.2: Market Research
by Comscore, Inc......................
Limitations of Online Market Research and How
to Overcome Them
Biometric Marketing
4.7 WEB ADVERTISING ...................,
Overview of Web Advertising
Some Internet Advertising Terminology
Why Internet Advertising?
Advertising Networks
4.8 ONLINE ADVERTISING METHODS ...........
Banners
Pop-Up and Similar Ads
E-Mail Advertising
Newspaper-Like and Classified Ads
Search Engine Advertisement
Google—The Online Advertising King
Advertising in Chat Rooms
206
206
207
207
208
208
209
210
210
211
211
212
212
213
213
Insights and Additions 4.3; Google s Major
Advertisement Methods ...............
4.9
Other Forms of Advertising
ADVERTISING STRATEGIES AND PROMOTIONS . , .
Social Network Advertising
Video Ads on the Web and in Social Networking
Viral Marketing
215
217
217
217
218
Contents
Other Advertising Strategies 219
Online Events, Promotions, and Attractions 220
Mobile Marketing and Advertising 221
4.10 SPECIAL ADVERTISING AND IMPLEMENTATION TOPICS........222
Permission Advertising 222
Some Implementation Issues 223
Ad Management 224
Localization 224
Ad Content 225
Intelligent Agents Applications 226
MANAGERIAL ISSUES..................................227
SUMMARY..........................................228
KEY TERMS.........................................229
QUESTIONS FOR DISCUSSION.............................229
INTERNET EXERCISES ..................................230
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........230
CLOSING CASE: TOYOTA SCION GOES SOCIAL FOR ADVERTISING AND
MARKET RESEARCH..................................231
ONLINE RESOURCES...................................233
REFERENCES ........................................ 233
B2B E-COMMERCE...........................235
Auction for Supplies Helps Portsmouth Hospitals.............236
5.1 CONCEPTS, CHARACTERISTICS, AND MODELS
OF B2B E-COMMERCE............................237
Basic B2B Concepts 237
Market Size and Content of B2B 237
The Basic Types of B2B Transactions and Activities 237
The Basic Types of B2B E-Marketptaces and Services 238
B2B Characteristics 239
Supply Chain Relationships in B2B 240
Insights and Additions 5.1: Summary of B2B
Characteristics ..................................... 240
Service Industries Online in B2B 241
The Benefits and Limitations of B2B 242
The Content of the B2B Field 242
5.2 ONE-TO-MANY: SELL-SIDE E-MARKETPLACES ..............243
Sell-Side Models 243
Sales from Catalogs 245
Case 5.1 EC Application: Smgfgfs Cycles Sees Online ...„...,..„. 24S
Online Direct Sales: The Example of Cisco Systems 246
Case 5.2 EC Application: tf iiwlpoat B21 Trading Portal........... 24?
5.3 SELLING VIA DISTRIBUTORS AND OTHER INTERMEDIARIES.....247
Cast S.3 EC Application; If. W. firaiafer aad iootfridi Corporation , „ 248
5.4 SELLING VIA E-AUCTIONS...........................249
Using Auctions on the Sell Side 249
Auctioning from the Company s Own Site 249
Using Intermediaries in Auctions 249
Examples of B2B Forward Auctions 250
lontents
Case 5.4 EC Application: How the U.S. State of Pennsylvania Sells Surplus
Equipment...................................... 250
5.5 ONE-FROM-MANY: BUY-SIDE E-MARKETPLACES AND
E-PROCUREMENT ............................... 251
Procurement Methods 251
Inefficiencies in Traditional Procurement Management 252
The Goals and Benefits of E-Procurement 253
5.6 BUY-SIDE E-MARKETPLACES: REVERSE AUCTIONS ...........255
Conducting Reverse Auctions 255
Group Reverse Auctions 256
5.7 OTHER E-PROCUREMENT METHODS.....................257
An Internal Purchasing Marketplace: Aggregating Suppliers
Catalogs and Desktop Purchasing 257
Buying at Sellers E-Auctions 258
Group Purchasing 258
Buying at Sellers Sites and Collaborative Commerce 259
Purchasing Direct Goods 259
Electronic Bartering 259
5.8 B2B ELECTRONIC EXCHANGES: DEFINITIONS
AND CONCEPTS ................................260
Case S.5 EC Application: ChemConnect: The World Commodity
Chemical Exchange................................. 261
Functions of Exchanges 262
Dynamic Pricing in B2B Exchanges 262
Advantages, Limitations, and the Revenue Model
of Exchanges 263
5.9 B2B PORTALS, DIRECTORIES, AND OWNERSHIP OF
B2B MARKETPLACES.............................265
B2B Portals 265
Case 5.6 EC Application: Alibaba.com....................... 266
Ownership of B2B Marketplaces 268
Case 5.7 EC Application: Agentrics; A Giant Retail Exchange ...... 269
Comparing the Many-to-Many B2B Models 270
5.10 PARTNER AND SUPPLIER RELATIONSHIP MANAGEMENT .......271
Partner and Supplier Relationship Management 271
E-Communities and PRM 271
5.11 B2B IN THE WEB 2.0 ENVIRONMENT AND SOCIAL
NETWORKING.................................272
The Opportunities 272
The Use of Web 2.0 Tools in B2B 272
Social Networks in the B2B Marketplace 272
Examples of Other Activities of B2B Social Networks 273
Strategy for B2B Social Networking 273
5.12 INTERNET MARKETING IN B2B EC____.................274
Organizational Buyer Behavior 274
The Marketing and Advertising Processes in B2B 274
Methods for B2B Online Marketing 275
Affiliate Programs, Infomediaries,
and Data Mining 276
MANAGERIAL ISSUES ..................................277
SUMMARY.............,............................277
KEYTERMS..........................................279
Contents
QUESTIONS FOR DISCUSSION.............................279
INTERNET EXERCISES ..................................279
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........280
CLOSING CASE: IMARKETKOREA ...........................281
ONLINE RESOURCES...................................282
REFERENCES ........................................ 283
§ e-supply chains, collaborative commerce,
and corporate portals.....................285
Boeing s Global Supply Chain for the Dreamliner 787..........286
6.1 E-SUPPLY CHAINS................................287
Definitions and Concepts 287
Supply Chain Parts 288
Managing Supply Chains 289
6.2 SUPPLY CHAIN PROBLEMS AND SOLUTIONS...............292
Typical Problems Along the Supply Chain 292
EC Solutions Along the Supply Chain 293
6.3 RFID AS A KEY ENABLER IN SUPPLY
CHAIN MANAGEMENT............................295
The RFID Revolution 295
RFID Applications in the Supply Chain 296
Limitations and Concerns of RFID 298
Case 6.1 EC Application:
RuBee: An Alternative to RFID? 300
6.4 COLLABORATIVE COMMERCE.........................301
Essentials of Collaborative Commerce 301
Collaboration Hubs 301
ColLaborative Networks 301
Representative Examples of E-Collaboration 302
Barriers to C-Commerce 306
6.5 COLLABORATIVE PLANNING, CPFR, APS, AND PLM...........306
Collaborative Planning, Forecasting, and Replenishment 307
Advanced Planning and Scheduling 307
Case So2 EC Application: West Marine; A CPFi Success Stonj ....... 308
Product Lifecycle Management 308
Supporting Joint Design 309
6.6 SUPPLY CHAIN INTEGRATION ........................309
How Information Systems Are Integrated 309
Integration Along the Extended Supply Chain 310
6.7 CORPORATE (ENTERPRISE) PORTALS....................310
Corporate Portals: An Overview 310
Types of Corporate Portals 312
Corporate Portal Applications and Issues 313
6.8 COLLABORATION-ENABLING ENVIRONMENTS
AND TOOLS...................................314
Workflow Technologies and Applications 314
Collaboration and Groupware: Some Basic Concepts 315
Electronic Meeting Systems; Face-to-Face Support
and Virtual Meetings 317
Real-Time Collaboration Tools for Virtual Meetings 318
ontents
Electronic Teleconferencing 319
Unified Communication: Integration and
Groupware Suites 320
Collaboration 2.0 323
Implementation Issues for Online Collaboration 325
1.3 EC Application: Wilds, Blogs, and Chats Support ColJabwatwin
MANAGERIAL ISSUES..................................327
SUMMARY..........................................328
KEY TERMS.........................................328
QUESTIONS FOR DISCUSSION.............................329
INTERNET EXERCISES ..................................329
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........330
CLOSING CASE: HOW WAL-MART USES EC IN ITS SUPPLY CHAIN......331
ONLINE RESOURCES...................................333
REFERENCES ........................................ 333
Eart^iHM)LECjyiQMs^andAp^ilimticms_
CHAPTER 7 INNOVATIVE EC SYSTEMS: FROM E-GOVERNMENT
AND E-LEARNING TO CONSUMER-TO-CONSUMER
E-COMMERCE ..............................336
Caterpillar Inc. Champions E-Learning.....................337
7.1 E-GOVERNMENT: AN OVERVIEW.......................338
Definition and Scope 338
Govemment-to-Citizens 338
Govemment-to-Business 342
Govemment-to-Government 343
Govemment-to-Employees and Internal Efficiency
and Effectiveness 343
7.2 IMPLEMENTING E-GOVERNMENT.....:.................344
The Transformation to E-Government 344
E-Government and Social Networking 346
Implementation Issues of E-Government 346
M-Government 347
7.3 E-LEARNING ...................................347
The Basics of E-Learning: Definitions and Concepts 347
Case ?„! EC Application: 1-taarafag at Cisco Systems = ,„„¦,«„.„„ , 34i
Benefits and Drawbacks of E-Learning 350
Preventing E-Learning Failures 352
Distance Learning and Online Universities 352
Online Corporate Training 353
Implementing E-Learning and E-Training 354
Edutainment 354
Social Networks and E-Learning 354
Learning in Virtual Worlds and Second Life 355
Visual Interactive Simulation 357
E-Learning Tools and Management 357
7.4 ONLINE PUBLISHING AND E-BOOKS....................359
Content Providers, Publishers, and Distributors 359
Electronic Books 360
Print-on-Demand 363
Contents
7.5 KNOWLEDGE MANAGEMENT, LEARNING, AND
ELECTRONIC COMMERCE ..........................363
An Overview of Knowledge Management 363
KM Types and Activities 364
Case 7.2 Application Case: Knowledge Management at
Infosys Technologies............................... 365
How Is Knowledge Management Related to E-Commerce? 366
Knowledge Portals 367
Online Advice and Consulting 367
Employee Knowledge Networks and Expert Location Systems 368
Case 7.3 EC Application: How the U.S. Department of Commerce Uses
an Expert Location System ..... o..................... 370
7.6 CONSUMER-TO-CONSUMER ELECTRONIC COMMERCE..........371
E-Commerce: C2C Applications 371
C2C Activities in Social Networks 372
Support Services for C2C 373
MANAGERIAL ISSUES..................................374
SUMMARY..........................................374
KEY TERMS.........................................375
QUESTIONS FOR DISCUSSION.............................375
INTERNET EXERCISES..................................376
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........376
CLOSING CASE: A WORLD-CLASS E-GOVERNMENT:
SINGAPORE ....................................... 377
ONLINE RESOURCES...................................379
REFERENCES ........................................ 379
CHAPTER 8 MOBILE COMPUTING AND COMMERCE, AND PERVASIVE
COMPUTING...............................381
The Blooming of Food Lion.............................382
8.1 MOBILE COMMERCE: ATTRIBUTES, BENEFITS,
AND DRIVERS.................................383
Attributes of M-Commerce 383
Drivers of M-Commerce 384
8.2 COMPONENTS, TECHNICAL INFRASTRUCTURE, AND SERVICES
OF MOBILE COMPUTING ..........................385
Mobile Devices 386
Mobile Computing Software and Services 387
Wireless Telecommunications Networks 388
8.3 MOBILE FINANCIAL APPLICATIONS.....................391
Mobile Banking 391
Mobile Payments 391
Case 8.1 EC Application: Closing the Digital Diwde with
Mobile Miorofinance................................ 393
8.4 MOBILE MARKETING AND ADVERTISING .................394
Mobile Marketing Campaigns 394
Mobile Marketing Guidelines 395
8.5 MOBILE WORKFORCE SOLUTIONS......................396
Needs of the Mobile Workforce 396
8.6 MOBILE ENTERTAINMENT...........................399
Growth of the Mobile Entertainment Market 399
Contents
Mobile Music and Video 400
Mobile Games 400
Mobile Gambling 401
8.7 LOCATION-BASED MOBILE COMMERCE...................402
L-Commerce Infrastructure 403
Location-Based Services and Applications 404
Barriers to Location-Based M-Commerce 405
8.8 SECURITY AND OTHER IMPLEMENTATION ISSUES
IN MOBILE COMMERCE...........................406
M-Commerce Security Issues 406
Technological Barriers to M-Commerce 407
Ethical, Legal, and Health Issues in M-Commerce 408
8.9 PERVASIVE COMPUTING............................409
Overview of Pervasive Computing 409
Radio Frequency Identification (RFID) 410
Sensor Networks and Smart Items 413
Case 8.2 EC Application: Wi-Fi Sensor Net Aids Winemakers ......415
Privacy and Pervasive Computing 416
MANAGERIAL ISSUES..................................417
SUMMARY..........................................418
KEY TERMS.........................................419
QUESTIONS FOR DISCUSSION.............................420
INTERNET EXERCISES ..................................420
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........421
CLOSING CASE: WAL-MART TURNS TO MOBILE FOR WEATHER ALERTS ... 421
ONLINE RESOURCES...................................422
REFERENCES ........................................ 423
CHAPTER 9 THE WEB 2.0 ENVIRONMENT AND
SOCIAL NETWORKS..........................425
Wikipedia and Its Problems of Content, Quality,
and Privacy Protection..........................426
9.1 THE WEB 2.0 REVOLUTION, SOCIAL MEDIA, AND
INDUSTRY DISRUPTORS...........................427
What Is Web 2.0? 427
Representative Characteristics of Web 2.0 427
Web 2.0 Companies and New Business Models 428
Social Media 429
Industry and Market Disrupters 429
9.2 VIRTUAL COMMUNITIES............................431
Characteristics of Traditional Online Communities
and Their Classification 431
9.3 ONLINE SOCIAL NETWORKING: BASICS
AND EXAMPLES................................434
A Definition and Basic Information 434
Representative Social Networks Sites and Services 436
Mobile Social Networking 437
9.4 MAJOR SOCIAL NETWORK SERVICES: FROM FACEBOOK
TO FLICKR..............,....................438
Facebook: The Network Effect 438
Bebo 439
Contents
Orkut: Exploring the Very Nature of Social Networking Sites 440
Flickr Ticks Off Some of Its Users 441
9.5 BUSINESS AND ENTERPRISE SOCIAL NETWORKS............441
Definitions, Concepts, Types, and Examples 441
Business Social Networking: Concepts and Benefits 442
Enterprise Social Networks 443
Other Social Networking Structures 445
Social Marketplaces 446
9.6 COMMERCIAL ASPECTS OF WEB 2.0 AND SOCIAL NETWORKING
APPLICATIONS ................................447
Why Is There an Interest? 447
Case 9.2 EC Application: Revenue Sources at YouTMje „....„»., „ „ 44?
Advertising Using Social Networks, Blogs, and Wikis 448
Shopping in Social Networks 450
Feedback from Customers: Conversational Marketing 450
Commercial Activities in Business and Enterprise
Social Networks 451
Revenue-Generation Strategies in Social Networks 453
Risks and Limitations When Interfacing with Social Networks 454
Justifying Social Media and Networking 454
9.7 ENTERTAINMENT WEB 2.0 STYLE: FROM SOCIAL NETWORKS TO
MARKETPLACES................................455
Entertainment and Social Networks 455
Advertising Movies and Events in Communities 456
Online Marketplace for Movies 456
Mobile Web 2.0 Devices for Entertainment and Work 457
Yahoo! Go 457
9.8 THE FUTURE: WEB 3.0 AND WEB 4.0 ...................459
Web 3.0: What s Next? 459
MANAGERIAL ISSUES..................................461
SUMMARY..........................................462
KEY TERMS.........................................462
QUESTIONS FOR DISCUSSION.............................463
INTERNET EXERCISES ..................................463
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........464
CLOSING CASE: LINKEDIN: THE BUSINESS-ORIENTED
SOCIAL NETWORK...................................465
ONLINE RESOURCES...................................466
REFERENCES ........................................ 467
__________„___„______......___465L
CfiMPTil i@ E-COMMERCE FRAUD AND SECURITY..............469
How Seattle s Hospital Survived a Bot Attack................470
10.1 THE INFORMATION SECURITY PROBLEM..................471
What Is EC Security? 471
The Drivers of EC Security Problems 473
Why Is E-Commerce Security Strategy Needed? 475
10.2 BASIC E-COMMERCE SECURITY ISSUES AND LANDSCAPE.......476
The Security Basic Terminology 476
Contents
The EC Security Battleground 476
Security Scenarios and Requirements in E-Commerce 478
The Defense: Defenders and Their Strategy 479
10.3 TECHNICAL ATTACK METHODS ........................480
Technical and Nontechnical Attacks: An Overview 480
The Major Technical Attack Methods 481
Malicious Code: Viruses, Worms, and Trojan Horses 481
10.4 PHISHING, FINANCIAL FRAUD, AND SPAM................484
Phishing 485
Fraud on the Internet 485
Case 10.1 EC Application: Internet Stock Fraud Aided
by Spam........................................ 489
Social Networking Makes Social Engineering Easy 489
10.5 THE INFORMATION ASSURANCE MODEL
AND DEFENSE STRATEGY..........................491
Confidentiality, Integrity, and Availability 491
Authentication, Authorization, and Nonrepudiation 491
E-Commerce Security Strategy 492
The Defense Strategy 492
10.6 THE DEFENSE I: ACCESS CONTROL, ENCRYPTION,
AND PKI ....................................493
Access Control 493
Encryption and the One-Key (Symmetric) System 495
Public Key Infrastructure (PKI) 496
10.7 THE DEFENSE II: SECURING E-COMMERCE
NETWORKS...................................499
Firewalls 499
Demilitarized Zone 499
VPNs 500
Intrusion Detection Systems (IDSs) 500
Honeynets and Honeypots 501
10.8 THE DEFENSE III: GENERAL CONTROLS AND OTHER
DEFENSE MECHANISMS...........................501
General Controls 502
Application Controls 503
Internal Control and Compliance Management 504
Protecting Against Spam 504
Protecting Against Pop-Up Ads 505
Protecting Against Spyware 506
10.9 BUSINESS CONTINUITY, SECURITY AUDITING,
AND RISK MANAGEMENT..........................506
Business Continuity and Disaster Recovery Planning 506
Auditing Information Systems 507
Case 10.2 EC Application: Business Continuity and
Disaster Recovery................................. BOS
Risk-Management and Cost-Benefit Analysis 508
10.10 IMPLEMENTING ENTERPRISEWIDE
E-COMMERCE SECURITY...........................509
Senior Management Commitment and Support 509
EC Security Policies and Training 510
EC Security Procedures and Enforcement 510
Industry Standards for Credit Card Protection (PCI DSS) 511
Security Tools: Hardware and Software 511
Why Is It Difficult to Stop Internet Crime? 511
Contents
MANAGERIAL ISSUES..................................513
SUMMARY..........................................514
KEY TERMS.........................................516
QUESTIONS FOR DISCUSSION.............................516
INTERNET EXERCISES ..................................517
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........518
CLOSING CASE: UBS PAINEWEBBER S BUSINESS OPERATIONS
DEBILITATED BY MALICIOUS CODE........................518
ONLINE RESOURCES...................................519
REFERENCES ........................................ 520
11 ELECTRONIC COMMERCE PAYMENT SYSTEMS.........522
Pay-Per-View Pages: The Next iTunes......................523
11.1 THE PAYMENT REVOLUTION..........................524
11.2 USING PAYMENT CARDS ONLINE ......................526
Processing Cards Online 526
Fraudulent Card Transactions 527
11.3 SMART CARDS ..................................529
Types of Smart Cards 530
Applications of Smart Cards 530
Case li.i EC Application: TaiwanMoney Card .................. 533
11.4 STORED-VALUE CARDS.............................533
11.5 E-MICROPAYMENTS ...............................534
11.6 E-CHECKING ...................................536
Case 11.2 EC Application: To POP or BOCs Dw
in the Offline World ................................ 537
11.7 B2B ELECTRONIC PAYMENTS.........................539
Current B2B Payment Practices 539
Enterprise Invoice Presentment and Payment 540
MANAGERIAL ISSUES..................................542
SUMMARY..........................................543
KEY TERMS.........................................545
QUESTIONS FOR DISCUSSION.............................545
INTERNET EXERCISES ..................................545
TEAM ASSIGNMENTS, PROJECTS, AND CLASS
DISCUSSIONS......................................546
CLOSING CASE: THE CHECK IS IN THE NETWORK ................546
ONLINE RESOURCES...................................547
REFERENCES........................................548
12 FULFILLING E-COMMERCE ORDERS
AND OTHER EC SUPPORT SERVICES...............550
How Amazon.com Fulfills Orders-----......................551
12.1 ORDER FULFILLMENT AND LOGISTICS—AN
OVERVIEW...................................552
Acquiring Goods and Services 553
Basic Concepts of Order Fulfillment and Logistics 553
Contents
Overview of Logistics 553
The EC Order Fulfillment Process 553
Insights and Additions 12.1: What Services
Do Customers Need?..................
12.2 PROBLEMS IN ORDER FULFILLMENT ....................557
Typical Supply Chain Problems 557
Why Supply Chain Problems Exist 557
12.3 SOLUTIONS TO ORDER FULFILLMENT
PROBLEMS ................................... 558
Improvements in the Order-Taking Activity 558
Warehousing and Inventory Management Improvements 558
12.1 EC Application: How WMS Helps Sclraraian Improwe
Its Internal and External Order Fulfillment System . „ o o = o. =.. 559
Speeding Deliveries 560
Partnering Efforts and Outsourcing Logistics 561
Integrated Global Logistics Systems 561
Insights and Additions 12.2: UPS Provides
Broad EC Services ...................
Order Fullfillment in Mass Customization 562
Handling Returns (Reverse Logistics) 563
Order Fulfillment in B2B 564
Case 12.2 EC Application:
Innovative E-Fulfillment Strategies 566
Case 123 EC Application: How Sundowneir Motor Ini
12.4 INTEGRATION AND ENTERPRISE RESOURCE
PLANNING ................................... 567
Enterprise Resource Planning: An Overview 568
Advantages and Benefits of ERP Systems 568
12.5 INTELLIGENT AGENTS AND THEIR ROLE
IN E-COMMERCE ...............................570
Definitions and Basic Concepts 570
Multiagent Systems 572
Applications of Software and Intelligent Agents in
E-Commerce 573
12.6 OTHER E-COMMERCE SUPPORT SERVICES.................574
Consulting Services 574
Directory Services, NewsLetters, and Search Engines 574
More EC Support Services 576
Outsourcing EC Support Services 576
MANAGERIAL ISSUES..................................579
SUMMARY..........................................580
KEY TERMS.........................................580
QUESTIONS FOR DISCUSSION.............................580
INTERNET EXERCISES ..................................581
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........582
CLOSING CASE: HOW MASS CUSTOMIZATION EC ORDERS
ARE FULFILLED—MULTIBRAS OF BRAZIL ____...............582
ONLINE RESOURCES...................................583
REFERENCES ............ ............................ 584
Contents
585.__
E-COMMERCE STRATEGY AND GLOBAL EC...........585
The Success of Travelocity s E-Strategy ....................586
13.1 ORGANIZATIONAL STRATEGY: CONCEPTS
AND OVERVIEW................................587
Strategy and the Web Environment 587
The Strategic Planning Process 590
Strategic Planning Tools 593
Case 13.1 EC Application: Strategic Planning at InternetNZ ........ 593
13.2 BUSINESS PLANNING IN E-COMMERCE ..................594
Business Plan Fundamentals 594
Business Case 595
Insights and Additions 13.1: Putting the E in
E-Business............................
13.3 E-COMMERCE STRATEGY: CONCEPTS AND OVERVIEW..........596
13.4 E-STRATEGY INITIATION............................598
Representative Issues in E-Strategy Initiation 598
Case 13.2 EC Application: Measuring Profit on the Web ........... 600
Strategy in the Web 2.0 Environment and in Social Networking 601
13.5 E-STRATEGY FORMULATION..........................603
Selecting EC Opportunities 603
Determining an Appropriate EC Application Portfolio Mix 603
Risk Analysis and Management 604
Issues in Strategy Formulation 605
13.6 E-STRATEGY IMPLEMENTATION........................607
E-Strategy Implementation Process 607
Strategy Implementation Issues 608
13.7 E-STRATEGY AND PROJECT ASSESSMENT .................611
The Objectives of Assessment 611
Measuring Results and Using Metrics 611
13.8 GLOBAL E-COMMERCE .............................614
Benefits and Extent of Operations 614
Barriers to Global EC 615
Breaking Down the Barriers to Global EC 616
13.9 E-COMMERCE IN SMALL AND MEDIUM-SIZED
ENTERPRISES .................................617
Supporting SMEs 618
Case 13.3 EC Application: Networx E¥ents Uses E-Commerce ....... S19
MANAGERIAL ISSUES..................................620
SUMMARY..........................................621
KEY TERMS.........................................622
QUESTIONS FOR DISCUSSION.............................622
INTERNET EXERCISES ..................................622
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........623
CLOSING CASE: PIERRE LANG EXPANDS INTO
EASTERN EUROPE...................................623
ONLINE RESOURCES...................____............624
REFERENCES........................................625
lontents
ECONOMICS AND JUSTIFICATION OF ELECTRONIC
COMMERCE................................627
Justifying Investment in IT and EC at California
State Automobile Association....................628
14.1 WHY JUSTIFY E-COMMERCE INVESTMENTS? HOW CAN THEY
BE JUSTIFIED? ................................629
Increased Pressure for Financial Justification 629
Other Reasons Why EC Justification Is Needed 630
EC Investment Categories and Benefits 630
How Is an EC Investment Justified? 630
What Needs to Be Justified? When Should Justification
Take Place? 631
Using Metrics in EC Justification 631
14.2 DIFFICULTIES IN MEASURING AND JUSTIFYING
E-COMMERCE INVESTMENTS........................633
The EC Justification Process 633
Difficulties in Measuring Productivity and Performance Gains 634
Relating IT Expenditures to Organizational Performance 634
Intangible Costs and Benefits 635
The Process of Justifying EC and IT Projects 636
14.3 METHODS AND TOOLS FOR EVALUATING AND JUSTIFYING
E-COMMERCE INVESTMENTS........................637
Opportunities and Revenue Generated by EC Investment 637
Methodological Aspects of Justifying EC Investments 637
Traditional Methods for Evaluating EC Investments 638
Implementing Traditional Methods 640
ROI Calculators 640
Advanced Methods for Evaluating IT and EC Investments 640
14.4 EXAMPLES OF E-COMMERCE PROJECT JUSTIFICATION.........642
Justifying E-Procurement 642
Insights and Additions 14.1: E-Procurement Metrics
Customer Service and e-CRM 643
Justifying a Portal 644
Justifying E-Training Projects 645
Justifying an Investment in Mobile Computing and in RFID 646
Case 14.1 EC Application: Paesano Restaurant Justifies
Wireless E-Commerce...............................646
Justifying Security Projects 648
Justifying Social Networking and the Use of Web 2.0 Tools 648
14.5 THE ECONOMICS OF E-COMMERCE......................648
Reducing Production Costs 648
Increased Revenues 651
Reducing Transaction Friction or Risk 652
Facilitating Product Differentiation 652
EC Increases Agility 652
Valuation of EC Companies 652
14.6 OPPORTUNITIES FOR SUCCESS IN E-COMMERCE AND
AVOIDING FAILURE.............................653
Factors That Determine E-Commerce Success 654
E-Commerce Failures 655
E-Commerce Successes 656
Opportunities for Success: Creating Digital Options 658
Cultural Differences in EC Successes and Failures 658
Can EC Succeed in Developing Economies? 658
Contents
MANAGERIAL ISSUES..................................659
SUMMARY..........................................660
KEY TERMS.........................................661
QUESTIONS FOR DISCUSSION.............................661
INTERNET EXERCISES ..................................662
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........662
CLOSING CASE: JUSTIFYING EC AND IT INVESTMENT IN THE U.S. STATE
OF IOWA.........................................663
ONLINE RESOURCES...................................664
REFERENCES ........................................ 664
PAPISM 15 LAUNCHING A SUCCESSFUL ONLINE BUSINESS
AND EC PROJECTS...........................666
OBO Sets Its Goals for Success..........................667
15.1 GETTING INTO E-COMMERCE AND STARTING A NEW
ONLINE BUSINESS..............................668
Getting into E-Commerce 668
Starting a New Online Business 668
An E-Start-up Is a Start-up 668
Creating a New Company or Adding an Online Project 669
Case 15.1 EC Application: Iniowaiion and Craatwitf
Planning Online Businesses 672
Funding a New Online Business 672
15.2 ADDING E-COMMERCE INITIATIVES OR TRANSFORMING
TO AN E-BUSINESS..............................674
Adding EC Initiatives to an Existing Business 674
Transformation to an E-Business 675
15.3 BUILDING OR ACQUIRING A WEB SITE..................677
Classification of Web Sites 678
Building a Web Site 678
15.4 WEB SITE HOSTING AND OBTAINING A DOMAIN
NAME ......................................679
Web Hosting Options 679
Case 15=2 EC Application: How Small C©raspanfes Use a
StofBlwttdteif .. o. o „„„„ = „«„„ ,» „ „„„.„.„ o .„.„...„„. ,. 68©
Registering a Domain Name 681
15.5 CONTENT CREATION, DELIVERY, AND MANAGEMENT..........682
Categories and Types of Content 683
Creation or Acquisition of Content 684
Content Management and Maintenance 685
Catalog Content and Its Management 686
Cass 15.3 EC Application: Anglasea Ossltas Uses Content Management
Content Maximization and Streaming Services 687
Case IB A EC Application: Alcannas fecinatofles ..„,...„... ,.,... fiSS
15.6 WEB SITE DESIGN................................690
Information Architecture 690
Site Navigation 691
Performance (Speed) 692
Colors and Graphics 693
Web Site Usability 693
15.7 PROVIDING E-COMMERCE SUPPORT SERVICES..............694
Who Builds the Web Site? 694
Payments: Accepting Credit Cards 694
Web Site Promotion 695
Customer Relationship Management 696
15.8 OPENING A WEB STOREFRONT........................697
Options for Acquiring Storefronts 697
Yahoo! Small Business 699
MANAGERIAL ISSUES..................................699
SUMMARY..........................................700
KEY TERMS.........................................701
QUESTIONS FOR DISCUSSION.............................701
INTERNET EXERCISES ..................................702
TEAM ASSIGNMENTS, PR03ECTS, AND CLASS DISCUSSIONS .........702
CLOSING CASE: HOW TELECOM NEW ZEALAND (TNZ) EXCELS
WITH CONTENT MANAGEMENT...........................703
ONLINE RESOURCES...................................704
REFERENCES ........................................ 704
CHAPTER 16 REGULATORY, ETHICAL, AND COMPLIANCE
ISSUES IN EC..............................707
Why Is Disney Funding Chinese Pirates?...................708
16.1 THE COMPLEXITY OF LEGAL AND REGULATORY ISSUES........709
Laws Are Subject to Interpretation 709
Case 16.1 EC Application: Is eBay a Store or a Bulletin Board? ...... 710
The Law: A System for Social Control and Protection 710
Personal and Property Rights 710
Regulatory Compliance in EC 711
16.2 CIVIL LAW, INTELLECTUAL PROPERTY LAW, COMMON LAW,
AND EC LEGAL ISSUES ...........................712
Criminal Law and Civil Law 712
Intellectual Property Law 713
Common Law in E-Commerce 715
Fan and Hate Sites 716
Other E-Commerce Legal Issues 717
16.3 ETHICAL CHALLENGES AND GUIDELINES.................718
Ethical Principles and Guidelines 718
Business Ethics 719
EC Ethical Issues 720
16.4 PRIVACY RIGHTS, PROTECTION AND FREE SPEECH...........721
Privacy Rights and Protection 721
Free Speech Online Versus Privacy Protection 722
The Price of Protecting an Individual s Privacy 722
How Information About Individuals Is Collected 723
Privacy Protection by Information Technologies 725
Privacy Issues in Web 2.0 Tools and Social Networks 725
Privacy Protection by Ethical Principles 725
Case 16.2 EC Application: Property Rights Extended to Domain
Names and Digital Property .,.......»..».,.,.»..,..». 726
The USA PATRIOT Act 727
Privacy Protection in Countries Other Than the United States 728
Contents
16.5 CONSUMER AND SELLER PROTECTION FOR ONLINE FRAUD......729
Consumer (Buyer) Protection 729
Seller Protection 731
Protecting Buyers and SelLers: Electronic and
Digital Signatures 732
16.6 SOCIETAL ISSUES AND GREEN EC......................733
The Digital Divide 733
Electronic Discovery 733
Operating Greener Businesses and Eco-Friendly Data Centers 733
How to Operate Greener Businesses, Data Centers,
and Supply Chains 734
Global Green Regulations 734
Other Societal Issues 735
MANAGERIAL ISSUES..................................737
SUMMARY..........................................738
KEY TERMS.........................................739
QUESTIONS FOR DISCUSSION.............................739
INTERNET EXERCISES ..................................740
TEAM ASSIGNMENTS, PROJECTS, AND CLASS DISCUSSIONS .........740
CLOSING CASE: NET NEUTRALITY: GOOD FOR E-BUSINESS? .........741
ONLINE RESOURCES...................................742
REFERENCES ........................................ 742
GLOSSARY................................746
INDEX...................................763
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| id | DE-604.BV035949839 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T22:07:59Z |
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| isbn | 9780137034659 0137034652 |
| language | English |
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| spelling | Electronic commerce 2010 a managerial perspective Efraim Turban .... 6. ed., global ed. Boston ; Munich u.a. Pearson 2010 779 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Electronic commerce Electronic commerce Management Management (DE-588)4037278-9 gnd rswk-swf Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Unternehmen Internet Electronic Commerce Electronic Commerce (DE-588)4592128-3 s Management (DE-588)4037278-9 s DE-604 Turban, Efraim 1930- Sonstige (DE-588)13563024X oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018806924&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| subject_GND | (DE-588)4037278-9 (DE-588)4592128-3 |
| title | Electronic commerce 2010 a managerial perspective |
| title_auth | Electronic commerce 2010 a managerial perspective |
| title_exact_search | Electronic commerce 2010 a managerial perspective |
| title_full | Electronic commerce 2010 a managerial perspective Efraim Turban .... |
| title_fullStr | Electronic commerce 2010 a managerial perspective Efraim Turban .... |
| title_full_unstemmed | Electronic commerce 2010 a managerial perspective Efraim Turban .... |
| title_short | Electronic commerce 2010 |
| title_sort | electronic commerce 2010 a managerial perspective |
| title_sub | a managerial perspective |
| topic | Electronic commerce Electronic commerce Management Management (DE-588)4037278-9 gnd Electronic Commerce (DE-588)4592128-3 gnd |
| topic_facet | Electronic commerce Electronic commerce Management Management Electronic Commerce |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018806924&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT turbanefraim electroniccommerce2010amanagerialperspective |