Verfügbarkeit: E-business and e-commerce management | Technische Universität München

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

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Bibliographische Detailangaben
Beteilige Person:	Chaffey, Dave 1963- (VerfasserIn)
Format:	Buch
Sprache:	Englisch
Veröffentlicht:	Harlow [u.a.] FT Prentice Hall 2009
Ausgabe:	4. ed.
Schlagwörter:	Electronic commerce Business enterprises / Computer networks E-commerce Unternehmen Business enterprises > Computer networks Electronic Commerce Management Leermiddelen (vorm)
Links:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017740309&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
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Datensatz im Suchindex

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adam_text	Titel: E-business and e-commerce management Autor: Chaffey, Dave Jahr: 2009 Brief contents Preface Guided tour Author s acknowledgements Publishers acknowledgements XIII xxiv xxvi xxvii Introduction 1 Introduction to e-business and e-commerce 2 E-commerce fundamentals 3 E-business infrastructure 4 E-environment 1 3 51 103 192 Part 2 Strategy and applications 5 E-business strategy 6 Supply chain management 7 E-procurement 8 E-marketing 9 Customer relationship management 253 255 330 380 412 481 Part 3 I Implementation 10 Change management 11 Analysis and design 12 Implementation and maintenance Glossary Index 559 560 604 680 736 754 Contents Preface Guided tour About the author Author s acknowledgements Publisher s acknowledgements Introduction 1 Introduction to e-business and e-commerce Learning outcomes / Management issues Links to other chapters Introduction The impact of the electronic communications on traditional businesses Real-world E-Business: HP.com What is the difference between e-commerce and e-business? E-commerce defined E-business defined Case Study 1.1 A short history of Facebook Business or consumer models of e-commerce transactions E-business opportunities Business adoption of digital technologies for e-commerce and e-business Drivers of business Internet adoption Case Study 1.2 North West Supplies extends its reach online E-business risks and barriers to business adoption Evaluating an organization s e-business capabilities Drivers of consumer Internet adoption Barriers to consumer Internet adoption Management responses to e-commerce and e-business Part 1: Introduction Part 2: Strategy and applications Part 3: Implementation Case Study 1.3 eBay - the world s largest e-business Summary Exercises References Further reading Web links 2 E-commerce fundamentals Learning outcomes / Management issues Links to other chapters XIII Introduction 52 xxiv Real-world E-Business: More Th n 53 XXVI The e-commerce environment 57 xxvii Strategic agility 57 xxvii Online marketplace analysis 59 Location of trading in the marketplace 67 The importance of multi-channel marketplace models 70 Different types of online intermediary 71 1 Types of intermediaries 74 The importance of search engines 76 3 Business models for e-commerce 77 3 Revenue models 79 3 Online publisher and intermediary revenue models 80 4 Focus on auction business models 86 Case Study 2.1 The impact of B2B reverse C: auctions 87 U 7 Focus on Internet start-up companies 88 1 From bricks and mortar to clicks and mortar 88 Assessing e-businesses 89 9 Valuing Internet start-ups 89 10 Case Study 2.2 lastminute.com - an international 13 dot-com survivor 91 17 The dot-com bubble bursts 93 Why dot-coms failed 93 26 The impact of the dot-com phenomenon on 29 traditional organizations 95 Case Study 2.3 Zopa launches a new lending 30 model 95 30 Summary 98 Exercises 99 33 References 100 35 Further reading 101 36 Web links 101 37 39 39 39 40 42 42 46 46 48 49 49 51 51 51 E-business infrastructure 103 Learning outcomes / Management issues 103 Links to other chapters 103 Introduction 104 E-business infrastructure components 105 Real-world E- Business: Random House 107 Internet technology 109 Hosting of web sites and e-business services 110 The Internet timeline 111 Just how big is the Internet? 114 Case Study 3.1 Innovation at Google 115 Intranets and extranets 116 Web technology 124 Internet-access software applications 128 Blogs and blogging 129 Electronic mail or e-mail 131 Feeds 132 Voice over IP (VoIP) 134 vm Contents How does it work? Internet standards 136 Further reading Networking standards 136 Web links The HTTP protocol 138 Uniform resource locators (URLs) 139 Domain names 139 mzlTiwM 249 249 Web presentation and data exchange standards 141 Audio and video standards 152 Focus on Internet governance 152 Managing e-business infrastructure 158 Managing hardware and systems software infrastructure 159 Managing Internet service and hosting providers 160 Managing employee access to the Internet and e-mail 165 Managing e-business applications infrastructure 165 Focus on web services. SaaS and service-oriented architecture (SOA) 168 Benefits of web services or SaaS 168 Challenges of deploying SaaS 169 Case Study 3.2 New architecture or just new hype? 174 EDI 176 Focus on mobile commerce 177 Wireless Internet access standards 178 Wireless access devices 179 Popularity of mobile applications 179 Summary 186 Exercises 187 References 188 Further reading 190 Web links 190 4 E-environment Learning outcomes / Management issues Links to other chapters Introduction Real-world E-Business: GD Worldwide Social and legal factors 192 192 192 193 196 198 Factors governing e-commerce service adoption 198 Privacy and trust in e-commerce 209 Other e-commerce legislation 222 Environmental and green issues related to Internet usage 227 Taxation 229 Freedom-restrictive legislation 231 Economic and competitive factors 232 Focus on e-commerce and globalization 233 Case Study 4.1 The implications of globalization for consumer attitudes 235 The implications of e-commerce for international B2B trading 236 Political factors 238 Internet governance 239 E-government 240 Technological innovation and technology assessment 241 Approaches to identifying emerging technology 244 Summary 246 Exercises 246 References 247 Strategy and applications 253 5 E-business strategy 255 Learning outcomes / Management issues 255 Links to other chapters 255 Introduction 256 Real-world E-Business: Standard Life 256 What is e-business strategy? 259 The imperative for e-business strategy 261 E-channel strategies 262 Strategy process models for e-business 264 Strategic analysis 269 Resource and process analysis 269 Competitive environment analysis 276 Assessing competitive threats 276 Co-opetion 281 Competitor analysis 281 Strategic objectives 281 Defining vision and mission 282 How can e-business create business value? 285 Case Study 5.1 Capital One creates value through e-business 286 Objective setting 287 Case Study 5.2 Setting the Internet revenue contribution at Sandvik Steel 292 Strategy definition 295 Decision 1: E-business channel priorities 298 Decision 2: Market and product development strategies 300 Decision 3: Positioning and differentiation strategies 303 Decision 4: Business, service and revenue models 306 Decision 5: Marketplace restructuring 308 Decision 6: Supply-chain management capabilities 309 Decision 7: Internal knowledge management capabilities ^0 Decision 8: Organizational resourcing and capabilities 310 Strategy implementation 313 Failed e-business strategies 314 E-business strategy implementation success factors for SMEs 315 Case Study 5.3 Boo hoo - learning from the largest European dot-com failure 316 Focus on information systems strategy and e-business strategy 319 Elements of IS strategy 320 Investment appraisal 320 Summary 324 Exercises 325 References 326 Further reading 328 Web links 329 Contents IX 6 Supply chain management 330 Learning outcomes / Management issues 330 Links to other chapters 330 Introduction 331 Problems of supply chain management 334 What is supply chain management? 335 Using technology to support supply chain management - an example 337 A simple model of a supply chain 340 Case Study 6.1 Shell chemicals redefines its customers supply chains 341 What is logistics? 345 Push and pull supply chain models 347 Focus on the value chain 348 Restructuring the internal value chain 350 The value stream 351 Value chain analysis 351 Value networks 352 Towards the virtual organization 354 Options for restructuring the supply chain 356 Using e-business to restructure the supply chain 358 Technology options and standards for supply chain management 359 Adoption rates of e-business applications 360 Case Study 6.2 Tesco develops a buy-side e-commerce system for supply chain management 363 IS-supported downstream supply chain management 365 Outbound logistics management 365 IS infrastructure for supply chain management 366 Supply chain management implementation 368 Data standardization and exchange 368 Human resources requirements of SCM 369 The supply chain management strategy process 371 Managing partnerships 372 Managing global distribution 374 Case Study 6.3 RFID: keeping track starts its move to a faster track 374 Summary 375 Exercises 376 References 377 Further reading 379 Web links 379 7 E-procurement 380 Learning outcomes / Management issues 380 Links to other chapters 380 Introduction 381 What is e-procurement? 381 Understanding the procurement process 384 Types of procurement 385 Participants in online procurement 386 Drivers of e-procurement 387 Case Study 7.1 Cambridge Consultants reduce costs through e-procurement 388 Focus on estimating e-procurement cost 390 The impact of cost savings on profitability 391 Risks and impacts of e-procurement 392 Organizational risks 393 Failure to achieve real cost reductions 393 Technology risks 394 Implementing e-procurement 394 The growth in adoption of web-enabled e-procurement 396 Integrating company systems with supplier systems 397 Focus on electronic B2B marketplaces 400 Case Study 7.2 Covisint - a typical history of a B2B marketplace? 403 Types of marketplace 405 The future of e-procurement? 407 Summary 407 Exercises 408 References 409 Further reading 410 Web links 410 E-marketing 412 Learning outcomes / Management issues 412 Links to other chapters 412 Introduction 413 Chapter structure 414 Real-world E-Business: Guess 415 What is e-marketing? 416 Marketing defined 416 E-marketing defined 417 Distinguishing between e-marketing, e-business and e-commerce 417 E-marketing planning 418 Is a separate e-marketing plan required? 418 Situation analysis 420 Demand analysis 421 Competitor analysis 425 Intermediary analysis 427 Internal marketing audit 428 Objective setting 428 Case Study 8.1 The e-volution of easyJet s online revenue contribution 431 Strategy 433 Market and product positioning 436 Target market strategies 437 Focus on characteristics of new-media marketing communications 443 Tactics 448 Product 451 Case Study 8.2 Dell gets closer to its customers online 453 Price 456 Place 460 Promotion 462 People, Process and Physical evidence 464 Focus on online branding 464 The importance of brand online 467 Actions 469 Control 470 Case Study 8.3 The new Napster changes the music marketing mix 471 Contents Summary Exercises References Further reading Web links 475 476 477 479 480 Implementation 559 Customer relationship management 481 Learning outcomes / Management issues 481 Links to other chapters 481 introduction 482 Marketing applications of CRM 483 Real-world E-Business: Warner Breaks 484 What is e-CRM? 486 Benefits of e-CRM 487 Permission marketing 488 Customer profiling 490 Conversion marketing 491 The online buying process 492 Differences in buyer behaviour in target markets 493 Differences between B2C and B2B buyer behaviour 493 The net promoter score 495 Customer acguisition management 498 Focus on marketing communications for customer acquisition 498 The characteristics of interactive marketing communications 499 Assessing marketing communications effectiveness 502 Online marketing communications Customer retention management Personalization and mass customization Online communities Techniques for managing customer activity and value Lifetime value modelling Focus on excelling in e-commerce service quality Improving online service quality Customer extension Advanced online segmentation and targeting techniques Technology solutions for CRM Types of CRM applications Integration with back-office systems The choice of single-vendor solutions or a more fragmented choice Data quality Case Study 9.1 Tesco.com increases product range and uses triggered communications to support CRM Summary Exercises References Further reading Web links 10 Change management 560 Learning outcomes / Management issues 560 Links to other chapters 560 Introduction 561 The challenges of e-business transformation 561 The challenges of sell-side e-commerce implementation 563 Different types of change in business 566 Case Study 10.1 Process management: making complex business simpler 570 Planning change 572 The imperative for project governance? 572 The project plan and schedule for an e-business system 574 Prototyping 576 Human resource requirements 579 Staff retention 580 Outsourcing 581 Revising organizational structures 583 Approaches to managing change 586 Senior management involvement 586 Models for achieving change 586 Organizational culture 588 Focus on knowledge management 590 503 What is knowledge? 590 526 Objectives of knowledge management 592 528 Implementing knowledge management 593 530 Technologies for implementing knowledge management 594 533 Case Study 10.2 Using Web 2.0 tools to support 534 knowledge management at Janssen-Cillag Australia 596 536 Risk management 598 536 Summary 600 539 Exercises 600 References 601 540 Further reading 603 546 Web links 603 547 547 11 Analysis and design 604 Learning outcomes / Management issues 604 548 Links to other chapters 604 549 Introduction 605 Real-world E-Business: Arena Flowers 606 Analysis for e-business 608 549 Workflow management 609 552 Process modelling 610 552 Process mapping 610 553 Task analysis and task decomposition 610 556 Process dependencies 612 557 Validating a new process model 618 Contents Data modelling 619 Design for e-business 621 Architectural design of e-business systems 621 Focus on user-centred site design 623 Use-case analysis 627 Designing the information architecture 634 Customer orientation 639 Elements of site design 641 Web accessibility 646 Case Study 11.1 Dabs.com refines its web store 649 Focus on security design for e-business 652 Managing computer viruses 658 Controlling information service usage 660 Monitoring of electronic communications 660 E-mail management 665 Hacking 669 Secure e-commerce transactions 671 Approaches to developing secure systems 671 Current approaches to e-commerce security 673 Reassuring the customer 674 Case Study 11.2 Building an e-business fortress 674 Summary 675 Exercises 676 References 677 Further reading 679 Web links 679 12 Implementation and maintenance 680 Learning outcomes / Management issues 680 Links to other chapters 680 Introduction 681 Real-world E-Business: Thomas Cook 682 Alternatives for acquiring e-business systems 684 Development of web-based content and services 686 Creating static web content 686 Software and services for web-site development and testing 689 Testing 694 The testing process 694 Testing environments 695 Changeover 695 Database creation and data migration 696 Deployment planning 697 Content management and maintenance 697 Frequency and scope of content updating 697 Maintenance process and responsibilities 699 Focus on measuring and improving performance of e-business systems 703 Principles of performance management and improvement 704 Stage 1: Creating a performance management system 705 Stage 2: Defining the performance metrics framework 706 Stage 3: Tools and techniques for collecting metrics and summarizing results 711 Budgeting 724 Case Study 12.1 Learning from Amazon s culture of metrics 726 Summary 732 Exercises 732 References 733 Further reading 734 Web links 735 Glossary Index 736 754
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title	E-business and e-commerce management strategy, implementation and practice
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title_full	E-business and e-commerce management strategy, implementation and practice Dave Chaffey
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