E-commerce - Cape Peninsula University of Technology
E-commerce - Cape Peninsula University of Technology E-commerce - Cape Peninsula University of Technology
References Page 79 Reichheld, F.F., Markey, R.G. Jr, Hopton, C. 2000. E-customer loyaltyapplying the traditional rules of business for online success. European Business Journal, 12(4):173-179. Reichheld, F.F & Schefter, P. 2000. E-Ioyalty: your secret weapon on the web. Harvard Business Review, 78(4):105-113. Rose, G., Khoo, H. & Straub, D W. 1999. Current technological impediments to business-to-consumer electronic commerce. Communications of Association for Information Systems, 16(1), June Rowley, J. 1996. Retailing and shopping on the Internet. International Journal ofRetail & Distribution Management, 24(3):26-37. Ryan, G & Valverde, M. 2003. Waiting online: a review and research agenda. Internet Research: Electronic Networking Applications and Policy, 13(3):195 205. Seiders, K., Berry, L.L. & Gresham, L.G. 2000. Attention, retailers! How convenient is your convenience strategy?, Sloan Management Review, 41(3):79-89. Seybold, P.B. & Marshak, R.T. 1998. Customers.com: how to create a profitable business strategy for the Internet and beyond. New York: Times Business Random House. Shergill, G.S. & Chen, Z. 2003. Web-based shopping: consumers' attitudes towards online shopping in New Zealand. Journal ofElectronic Commerce Research, 6(2):79. Siege), D. 2000. Futurize your enterprise: business strategy in the age ofthe e-customer. Wiley: New York. Smith, A.K., Bolton, R.N. 2002. The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal ofthe Academy ofMarketing Science, 30:5-23. January, South Africa Department of trade and Industry. 2002. E-commerce impact study: retail overview. Compiled by PriceWaterHouseCoopers. Stroud, D. 1998. Internet Strategies: A Corporate Guide to Exploiting the Internet. Macmillan: Basingstoke.
References Page 80 Sweet, P. 2001. Strategic value configuration logics and the new economy: a service economy revolution? International Journal of Service Industry Management, 12(1):70-83. Tam, J.M., Razi, MA, Wen, H.J & Perez, AA Jr. 2003. E-fulfillment: the strategy and operational requirements. Logistics Information Management, 16(5):350-362. Tractinsky, N. & Rao, V.S. 2001. Incorporating social dimensions in webstore design. Human Systems Management, 20(2):105-21. United Nations Community on Trade and Development. 2002. Developing world looks to e-business for growth, November 18. Van der Merwe, R. & Bekker, J. 2003. A Framework and methodology for evaluating e-commerce Web sites. Internet Research: Electronic Networking Applications and Policy, 13(5):330-341, October. Van der Wait, P.D. 1997. Customer Retention through a relationship marketing strategy. Study Project (MBA): University of Stellenbosch. Walsh, J. & Godfrey S. 2000. The Internet: a new era in customer service. European Management Journal, 18(1 ):85-92, February. Whysall, P. 2000. Retailing and the Internet: a review of ethical issues. International Journal ofRetail & Distribution Management, 28(11 ):481 ±489. Windham, L. & Orton, K. 2000. The soul ofthe new consumer. New York: Allworth Press. Wolfinbarger, M. & Gilly, M.C. 2001. Shopping online for freedom, control, and fun. California Management Review, 43(2)34-55. Zaichkowsky, J.L.1985. Measuring the involvement construct. Journal of Consumer Research, 12(3):341-52. Zemke, R., Connellan, T. 2001. E-service. New York: AMACOM. Zikmund, W.G, McLeod, R. Jr., & Gilbert, F.G. 2003. Customer Relationship Management: Integrating Marketing Strategy and Information Technology. Hoboken, NJ: Wiley.
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- Page 83 and 84: References Page 76 Fisher, M. 2000.
- Page 85: References Page 78 Monczka, R.M. &
- Page 90: Appendix B Thank you for participat
- Page 101: very dlssaUsfIed 0 0% Ihe purchase
- Page 118 and 119: with credit card/debit card/cheque
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- Page 124 and 125: leader. We should try to anticipate
- Page 126 and 127: Q: AT WHAT STAGE WAS E-REllLlNG INC
- Page 128 and 129: checking of the market share. We ar
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References Page 79<br />
Reichheld, F.F., Markey, R.G. Jr, Hopton, C. 2000. E-customer loyaltyapplying<br />
the traditional rules <strong>of</strong> business for online success. European<br />
Business Journal, 12(4):173-179.<br />
Reichheld, F.F & Schefter, P. 2000. E-Ioyalty: your secret weapon on the<br />
web. Harvard Business Review, 78(4):105-113.<br />
Rose, G., Khoo, H. & Straub, D W. 1999. Current technological impediments<br />
to business-to-consumer electronic <strong>commerce</strong>. Communications <strong>of</strong><br />
Association for Information Systems, 16(1), June<br />
Rowley, J. 1996. Retailing and shopping on the Internet. International Journal<br />
<strong>of</strong>Retail & Distribution Management, 24(3):26-37.<br />
Ryan, G & Valverde, M. 2003. Waiting online: a review and research agenda.<br />
Internet Research: Electronic Networking Applications and Policy, 13(3):195<br />
205.<br />
Seiders, K., Berry, L.L. & Gresham, L.G. 2000. Attention, retailers! How<br />
convenient is your convenience strategy?, Sloan Management Review,<br />
41(3):79-89.<br />
Seybold, P.B. & Marshak, R.T. 1998. Customers.com: how to create a<br />
pr<strong>of</strong>itable business strategy for the Internet and beyond. New York: Times<br />
Business Random House.<br />
Shergill, G.S. & Chen, Z. 2003. Web-based shopping: consumers' attitudes<br />
towards online shopping in New Zealand. Journal <strong>of</strong>Electronic Commerce<br />
Research, 6(2):79.<br />
Siege), D. 2000. Futurize your enterprise: business strategy in the age <strong>of</strong>the<br />
e-customer. Wiley: New York.<br />
Smith, A.K., Bolton, R.N. 2002. The effect <strong>of</strong> customers' emotional responses<br />
to service failures on their recovery effort evaluations and satisfaction<br />
judgments. Journal <strong>of</strong>the Academy <strong>of</strong>Marketing Science, 30:5-23. January,<br />
South Africa Department <strong>of</strong> trade and Industry. 2002. E-<strong>commerce</strong> impact<br />
study: retail overview. Compiled by PriceWaterHouseCoopers.<br />
Stroud, D. 1998. Internet Strategies: A Corporate Guide to Exploiting the<br />
Internet. Macmillan: Basingstoke.
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