E-business and e-commerce management : strategy, implementation, and practice / Dave Chaffey

Includes references and index

Preface xiii
Guided tour xxii
Author's acknowledgements xxv
Publisher's acknowledgements xxvi
Part 1 INTRODUCTION
Introduction to e-business and e-commerce
3 (37)
Learning outcomes / Management issues
3 (1)
Links to other chapters
3 (1)
Introduction
4 (3)
E-business opportunities
4 (2)
E-business risks
6 (1)
What is the difference between e-commerce and e-business?
7 (9)
E-commerce defined
8 (3)
Business or consumer models of e-commerce transactions
11 (3)
E-business defined
14 (2)
How significant are e-commerce and e-business?
16 (1)
Consumer adoption of digital technologies
16 (3)
Drivers of consumer Internet adoption
17 (2)
Barriers to consumer Internet adoption
19 (1)
Business adoption of digital technologies for e-commerce and e-business
19 (6)
Case Study 1.1 North West Supplies extends its reach online
22 (1)
Barriers to e-business and e-commerce adoption
23 (2)
Introducing the B2B and B2C companies
25 (4)
Management responses to e-commerce and e-business Part 1: Introduction
29 (6)
Part 2: Strategy and applications
30 (2)
Part 3: Implementation
32 (1)
Case Study 1.2 eBay -- the world's largest e-business
32 (3)
Summary
35 (1)
Exercises
36 (1)
References
37 (1)
Further reading
38 (1)
Web links
38 (2)
E-commerce fundamentals
40 (41)
Learning outcomes / Management issues
40 (1)
Links to other chapters
40 (1)
Introduction
41 (1)
The e-commerce environment
41 (2)
The e-commerce marketplace
43 (8)
Business or consumer model?
43 (2)
Marketplace channel structures
45 (2)
Different types of online intermediary
47 (3)
The importance of multi-channel marketplace models
50 (1)
Focus on portals
51 (3)
Types of portals
51 (2)
The importance of search engines
53 (1)
Location of trading in the marketplace
54 (3)
Commercial arrangements for transactions
57 (1)
Focus on auctions
58 (3)
Case Study 2.1 The impact of B2B reverse auctions
60 (1)
Business models for e-commerce
61 (2)
Revenue models
63 (4)
Publisher revenue models
63 (4)
Focus on Internet start-up companies -- the `dot-coms'
67 (9)
From `bricks and mortar' to `clicks and mortar'
67 (1)
Assessing dot-com businesses
67 (1)
Valuing Internet start-ups
68 (2)
Case Study 2.2 lastminute.com - an international dot-com survivor
70 (2)
The dot-com bubble bursts
72 (1)
Why dot-coms failed
72 (2)
The impact of the dot-com phenomenon on traditional organizations
74 (1)
Case Study 2.3 Zopa launches a new lending model
75 (1)
Summary
76 (1)
Exercises
77 (1)
References
78 (1)
Further reading
79 (1)
Web links
80 (1)
E-business infrastructure
81 (64)
Learning outcomes / Management issues
81 (1)
Links to other chapters
81 (1)
Introduction
82 (3)
What is the Internet?
85 (17)
The Internet timeline
85 (3)
Just how big is the Internet?
88 (1)
Intranets and extranets
89 (6)
What is the World Wide Web?
95 (6)
Voice over IP (VoIP)
101 (1)
How does it work? Internet standards
102 (12)
Networking standards
102 (2)
The HTTP protocol
104 (1)
Uniform resource locators (URLs)
104 (1)
Domain names
105 (1)
Web presentation and data exchange standards
106 (5)
Examples of XML applications
111 (2)
Audio and video standards
113 (1)
Focus on who controls the Internet
114 (4)
Managing e-business infrastructure
118 (9)
Managing hardware and systems software infrastructure
118 (1)
Internet service providers
119 (5)
Managing employee access to the Internet and e-mail
124 (1)
Managing e-business applications infrastructure
124 (3)
Focus on web services and service-oriented architecture (SOA)
127 (4)
Case Study 3.1 New architecture or just new hype?
128 (2)
EDI
130 (1)
Focus on new access devices
131 (8)
Mobile access devices
132 (4)
Interactive digital television
136 (3)
The future of the Internet infrastructure
139 (1)
Summary
140 (1)
Exercises
141 (1)
References
142 (1)
Further reading
143 (1)
Web links
143 (2)
E-environment
145 (56)
Learning outcomes / Management issues
145 (1)
Links to other chapters
145 (1)
Introduction
146 (2)
Social factors
148 (28)
Factors governing Internet adoption
149 (1)
Assessing demand for e-commerce services
150 (3)
Case Study 4.1 Next-generation broadband
153 (7)
Ethical issues of sell-side e-commerce
160 (16)
Taxation
176 (3)
Freedom-restrictive legislation
178 (1)
Economic and competitive factors
179 (2)
Focus on e-commerce and globalization
181 (3)
Case Study 4.2 The implications of globalization for consumer attitudes
182 (1)
The implications of e-commerce for international B2B trading
183 (1)
Political factors
184 (2)
Internet governance
186 (1)
E-government
186 (1)
Technological innovation and technology assessment
187 (6)
Case Study 4.3 How do industry analysts affect technology adoption?
191 (2)
Summary
193 (1)
Exercises
193 (1)
References
194 (2)
Further reading
196 (1)
Web links
196 (5)
Part 2 STRATEGY AND APPLICATIONS
E-business strategy
201 (65)
Learning outcomes / Management Issues
201 (1)
Links to other chapters
201 (1)
Introduction
202 (1)
E-business strategy
202 (10)
The imperative for e-business strategy
204 (1)
E-channel strategies
204 (3)
Strategy process models for e-business
207 (5)
Strategic analysis
212 (11)
Resource and process analysis
212 (6)
Competitive environment analysis
218 (1)
Assessing competitive threats
219 (3)
Competitor analysis
222 (1)
Strategic objectives
223 (10)
Defining vision and mission
223 (2)
How can e-business create business value?
225 (1)
Case Study 5.1 Capital One creates value through e-business
226 (1)
Objective setting
227 (2)
Case Study 5.2 Setting the Internet revenue contribution at Sandvik Steel
229 (4)
Strategy definition
233 (16)
Decision 1: E-business channel priorities
233 (5)
Decision 2: Organizational restructuring and capabilities
238 (1)
Decision 3: Business, service and revenue models
239 (1)
Decision 4: Marketplace restructuring
240 (2)
Decision 5: Market and product development strategies
242 (3)
Decision 6: Positioning and differentiation strategies
245 (4)
Strategy implementation
249 (6)
Failed e-business strategies
250 (1)
E-business strategy implementation success factors for SMEs
251 (1)
Case Study 5.3 Boo hoo -- learning from the largest European dot-com failure
252 (3)
Focus on information systems strategy and e-business strategy
255 (5)
Elements of IS strategy
256 (1)
Investment appraisal
257 (3)
Summary
260 (1)
Exercises
261 (1)
References
262 (4)
Further reading
264 (1)
Web links
265 (1)
Supply chain management
266 (42)
Learning outcomes / Management issues
266 (1)
Links to other chapters
266 (1)
Introduction
267 (1)
What is supply chain management?
267 (10)
Using technology to support supply chain management -- an example
269 (1)
A simple model of a supply chain
269 (2)
Case Study 6.1 Shell chemicals redefines its customers' supply chains
271 (3)
What is logistics?
274 (1)
Push and pull supply chain models
275 (2)
Focus on the value chain
277 (8)
Restructuring the internal value chain
278 (1)
The value stream
279 (1)
Value chain analysis
279 (2)
Value networks
281 (2)
Towards the virtual organization
283 (2)
Options for restructuring the supply chain
285 (2)
Using e-business to restructure the supply chain
287 (9)
Adoption rates of e-business applications
287 (4)
IS-supported upstream supply chain management
291 (1)
Case Study 6.2 Tesco develops buy-side e-commerce system for supply chain management
292 (1)
IS-supported downstream supply chain management
293 (1)
Outbound logistics management
294 (1)
IS infrastructure for supply chain management
294 (2)
Supply chain management implementation
296 (7)
The supply chain management strategy process
298 (2)
Managing partnerships
300 (2)
Managing global distribution
302 (1)
Case Study 6.3 RFID: keeping track starts its move to a faster track
302 (1)
Summary
303 (1)
Exercises
304 (1)
References
305 (1)
Further reading
306 (1)
Web links
307 (1)
E-procurement
308 (28)
Learning outcomes / Management issues
308 (1)
Links to other chapters
308 (1)
Introduction
309 (1)
What is e-procurement?
309 (4)
Understanding the procurement process
311 (2)
Types of procurement
313 (1)
Drivers of e-procurement
313 (3)
Case Study 7.1 Cambridge Consultants reduce costs through e-procurement
314 (2)
Focus on estimating e-procurement cost savings
316 (2)
The impact of cost savings on profitability
316 (2)
Risks and impacts of e-procurement
318 (2)
Organizational risks
318 (1)
Failure to achieve real cost reductions
319 (1)
Technology risks
319 (1)
Implementing e-procurement
320 (5)
The growth in adoption of web-enabled e-procurement
322 (1)
Integrating company systems with supplier systems
323 (2)
Focus on electronic B2B marketplaces
325 (6)
Case Study 7.2: Covisint -- a typical history of a B2B marketplace?
327 (2)
Types of marketplace
329 (2)
The future of e-procurement?
331 (1)
Summary
332 (1)
Exercises
332 (1)
References
333 (1)
Further reading
334 (1)
Web links
335 (1)
E-marketing
336 (54)
Learning outcomes / Management issues
336 (1)
Links to other chapters
336 (1)
Introduction
337 (1)
Chapter structure
337 (1)
What is e-marketing?
338 (2)
Marketing defined
338 (1)
E-marketing defined
339 (1)
Distinguishing between e-marketing, e-business and e-commerce
340 (1)
E-marketing planning
340 (3)
Is a separate e-marketing plan required?
341 (2)
Situation analysis
343 (6)
Demand analysis
343 (3)
Competitor analysis
346 (2)
Intermediary analysis
348 (1)
Internal marketing audit
348 (1)
Objective setting
349 (5)
The online revenue contribution
350 (2)
Case Study 8.1 The e-volution of easyJet's online revenue contribution
352 (2)
Strategy
354 (5)
Market and product positioning
355 (1)
Target market strategies
356 (3)
Focus on characteristics of new-media marketing communications
359 (6)
Tactics
365 (8)
Product
366 (1)
Price
367 (2)
Place
369 (1)
Promotion
370 (2)
People, Process and Physical evidence
372 (1)
Focus on online branding
373 (6)
The importance of brand online
377 (2)
Actions
379 (2)
Control
381 (4)
Case Study 8.2 The new Napster changes the music marketing mix
381 (4)
Summary
385 (1)
Exercises
386 (1)
References
387 (2)
Further reading
389 (1)
Web links
389 (1)
Customer relationship management
390 (67)
Learning outcomes / Management issues
390 (1)
Links to other chapters
390 (1)
Introduction
391 (2)
Marketing applications of CRM
392 (1)
What is e-CRM?
393 (5)
Benefits of e-CRM
394 (1)
Permission marketing
395 (2)
Customer profiling
397 (1)
Conversion marketing
398 (2)
The online buying process
400 (3)
Differences in buyer behaviour in target markets
400 (1)
Differences between B2C and B2B buyer behaviour
401 (2)
Customer acquisition management
403 (1)
Focus on marketing communications for customer acquisition
403 (21)
The characteristics of interactive marketing communications
404 (3)
Assessing marketing communications effectiveness
407 (3)
Online marketing communications
410 (14)
Customer retention management
424 (9)
Personalization and mass customization
426 (2)
Online communities
428 (2)
Techniques for managing customer activity and value
430 (2)
Lifetime value modelling
432 (1)
Focus on excelling in e-commerce service quality
433 (3)
Improving online service quality
433 (3)
Customer extension
436 (7)
Advanced online segmentation and targeting techniques
437 (6)
Technology solutions for CRM
443 (6)
Types of CRM applications
444 (1)
Integration with back-office systems
445 (1)
The choice of single-vendor solutions or a more fragmented choice
445 (1)
Data quality
446 (1)
Case Study 9.1 Tesco.com increases product range and uses triggered communications to support CRM
447 (2)
Summary
449 (1)
Exercises
449 (2)
References
451 (2)
Further reading
453 (1)
Web links
453 (4)
Part 3 IMPLEMENTATION
Change management
457 (42)
Learning outcomes / Management issues
457 (1)
Links to other chapters
457 (1)
Introduction
458 (1)
The challenges of e-business transformation
458 (5)
The challenge of sell-side e-commerce implementation
460 (3)
Different types of change in business
463 (5)
Case Study 10.1 Smoothing the workflow through business process management
467 (1)
Planning change
468 (5)
The imperative for project governance?
468 (1)
The project plan and schedule for an e-business system
469 (3)
Prototyping
472 (1)
Human resource requirements
473 (5)
Staff retention
474 (1)
Outsourcing
475 (3)
Revising organizational structures
478 (3)
Approaches to managing change
481 (4)
Senior management involvement
481 (1)
Models for achieving change
481 (3)
Organizational culture
484 (1)
Focus on knowledge management
485 (7)
What is knowledge?
486 (2)
Objectives of knowledge management
488 (1)
Implementing knowledge management
488 (2)
Technologies for implementing knowledge management
490 (2)
Risk management
492 (2)
Case Study 10.2 Sharing knowledge at the BBC using Internet technologies
493 (1)
Summary
494 (1)
Exercises
494 (2)
References
496 (1)
Further reading
497 (1)
Web links
497 (2)
Analysis and design
499 (71)
Learning outcomes / Management issues
499 (1)
Links to other chapters
499 (1)
Introduction
500 (1)
Analysis for e-business
501 (1)
Workflow management
501 (1)
Process modelling
502 (9)
Process mapping
503 (1)
Task analysis and task decomposition
503 (2)
Process dependencies
505 (6)
Validating a new process model
511 (1)
Data modelling
511 (2)
Design for e-business
513 (2)
Architectural design of e-business systems
513 (2)
Focus on user-centred site design
515 (25)
Use-case analysis
516 (6)
Designing the information architecture
522 (5)
Customer orientation
527 (2)
Elements of site design
529 (6)
Web accessibility
535 (3)
Case Study 11.1 dabs.com refines its web store
538 (2)
Focus on security design for e-business
540 (25)
Managing computer viruses
542 (4)
Controlling information service usage
546 (1)
Monitoring of electronic communications
546 (5)
E-mail management
551 (6)
Hacking
557 (2)
`Phishing'
559 (1)
Denial-of-service attacks
560 (1)
Secure e-commerce transactions
560 (1)
Approaches to developing secure systems
561 (1)
Current approaches to e-commerce security
562 (2)
Reassuring the customer
564 (1)
Case Study 11.2 Building an e-business fortress
564 (1)
Summary
565 (1)
Exercises
566 (1)
References
567 (1)
Further reading
568 (1)
Web links
569 (1)
Implementation and maintenance
570 (61)
Learning outcomes / Management issues
570 (1)
Links to other chapters
570 (1)
Introduction
571 (1)
Alternatives for acquiring e-business systems
572 (2)
Development of web-based content and services
574 (1)
Creating static web content
574 (1)
Focus on HTML
575 (11)
Focus on developing dynamic web content
586 (10)
JavaScript
587 (3)
VBScript
590 (1)
Perl
591 (1)
Active server pages (ASPs)
591 (1)
.NET
591 (1)
Common Gateway Interface (CGI)
591 (1)
Other standards for dynamic content
592 (1)
Tools for web-site development and testing
593 (3)
Testing
596 (1)
The testing process
596 (1)
Testing environments
597 (1)
Changeover
597 (2)
Database creation and data migration
598 (1)
Deployment planning
599 (1)
Content management and maintenance
599 (6)
Frequency and scope of content updating
599 (2)
Maintenance process and responsibilities
601 (4)
Focus on measuring and improving performance of e-business systems
605 (22)
Principles of performance management and improvement
606 (1)
Stage 1: Creating a performance management system
607 (2)
Stage 2: Defining the performance metrics framework
609 (3)
Stage 3: Tools and techniques for collecting metrics and summarizing results
612 (7)
Budgeting
619 (3)
Case Study 12.1 Learning from Amazon's culture of metrics
622 (5)
Summary
627 (1)
Exercises
628 (1)
References
629 (1)
Further reading
630 (1)
Web links
630 (1)
Glossary 631 (18)
Index 649

This volume covers business models, theoretical tools and international aspects of e-business and e-commerce