ISR Emergent Strategies For E-Business Processes Services And Implications Nov.2008.eBook-ELOHiM   下载

Section I
E-Customer Relationship Management
Chapter I
Managing the Customer Relationship: A Framework for E-CRM Analysis........................................... 1
Keith F. Ward, St. Edward’s University, USA
Erik Rolland, University of California, USA
Raymond A. Patterson, The University of Alberta, Canada
Chapter II
A New Conceptual Framework for Greater Success with Integration of E-CRM................................ 14
Soumaya Ben Letaifa, Université du Québec à Montréal, Canada
Jean Perrien, Université du Québec à Montréal, Canada
Chapter III
Managerial Discretion and E-CRM Performance.................................................................................. 30
Tim Coltman, University of Wollongong, Australia
Sara Dolnicar, University of Wollongong, Australia
Chapter IV
Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM................................... 47
Patricia T. Warrington, Texas Christian University, USA
Elizabeth Gangstad, Purdue University, USA
Richard Feinberg, Purdue University, USA
Ko de Ruyter, University of Maastricht, The Netherlands
Chapter V
Do Mobile CRM Services Appeal to Loyalty Program Customers?..................................................... 59
Veronica Liljander, Swedish School of Economics and Business Administration, Finland
Pia Polsa, Swedish School of Economics and Business Administration, Finland
Kim Forsberg, Intrum Justitia Finland, Finland

Chapter VI
Developing a Global CRM Strategy...................................................................................................... 77
Michael Shumanov, Monash University, Australia
Michael Ewing, Monash University, Australia
Section II
E-Business Models and Strategies
Chapter VII
Strategic Positioning and Resource-Based Thinking: Cutting Through the Haze of Punditry to
Understand Factors Behind Sustainable, Successful Internet Businesses............................................. 92
John Gallaugher, Boston College, USA
Chapter VIII
A Tale of E-Business Models: From the Music to the Television Industry......................................... 104
Savvas Papagiannidis, Newcastle University Business School, UK
Joanna Berry, Newcastle University Business School, UK
Theodoulos Theodoulou, Newcastle University Business School, UK
Chapter IX
Strategic Maneuvering in Healthcare Technology Markets: The Case of Emdeon Corporation........ 122
Kirill M. Yurov, University of Illinois at Chicago, USA
Yuliya V. Yurova, University of Illinois at Chicago, USA
Richard E. Potter, University of Illinois at Chicago, USA
Chapter X
Complementary Role of Website in Business Model Development.................................................... 136
Olli Kuivalainen, Lappeenranta University of Technology, Finland
Hanna-Kaisa Ellonen, Lappeenranta University of Technology, Finland
Liisa-Maija Sainio, Lappeenranta University of Technology, Finland
Chapter XI
A Reverse Auction-Based E-Business Model for B2C Service Markets............................................ 155
Tobias Kollmann, University of Duisburg-Essen, Germany
Matthias Häsel, University of Duisburg-Essen, Germany

Section III
E-Business Management
Chapter XII
Evolving E-Health Systems: Symbiotic Constructs Between Corporate and E-Healthcare
Worlds in International Space.............................................................................................................. 175
Denis Caro, University of Ottawa, Canada
Chapter XIII
Socio-Economic Impacts of Offshore Outsourcing of Information Technology................................. 189
Karl Knapp, University of Indianapolis, USA
Sushil K. Sharma, Ball State University, USA
Kevin King, Clarian Health, Indianapolis, USA
Chapter XIV
Towards Theory Development for Emergent E-Business Innovations: Using Convergent
Interviewing to Explore the Adoption of XBRL in Australia.............................................................. 205
Indrit Troshani, The University of Adelaide, Australia
Sally Rao Hill, The University of Adelaide, Australia
Chapter XV
An Introduction to the Management and Protection of Intellectual Property Rights.......................... 223
Bill Vassiliadis, Hellenic Open University, Greece
Vassilis Fotopoulos, Hellenic Open University, Greece
Chapter XVI
Intelligent Contracting: An E-Supply Chain Management Perspective.............................................. 249
Tagelsir Mohamed Gasmelseid, King Faisal University, Saudi Arabia
Section IV
Online Consumer Behavior
Chapter XVII
The Applicability of Network Effect Theory to Low-Cost Adoption Decisions: An Investigation
of Peer-to-Peer File Sharing Technologies.......................................................................................... 277
Jaeki Song, Texas Tech University, USA
Eric A. Walden, Texas Tech University and Carnegie Mellon University, USA
Chapter XVIII
An Empirical Analysis of Cellular Phone Users’ Convenience Perception and Its Impact
on Shopping Intention in Mobile Commerce...................................................................................... 294
Wen-Jang Jih, Middle Tennessee State University, USA

Chapter XIX
The Effects of System Features, Perceived Risk and Benefit, and Customer Characteristics
on Online Bill Paying......................................................................................................................... 311
Fang He, Southern Illinois University at Carbondale, USA
Peter P. Mykytyn, Southern Illinois University at Carbondale, USA