E commerce TOC e-commerce commerce ecommerce

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INTRODUCTION TO E-COMMERCE_{... 1}

E-COMMERCE: THE DEFINITION ... 2

E-COMMERCE AND E-BUSINESS ... 2

INTERNET ECONOMY, E-COMMERCE, AND E-BUSINESS ... 3

DIMENSIONS OF E-COMMERCE ... 4

INTERNET VS NON-INTERNET E-COMMERCE ... 5

CATEGORIES OF E-COMMERCE ... 5

Business-to-Business (B2B) ... 5

Business-to-Consumer (B2C) ... 5

Business-to-Business-to-Consumer (B2B2C) ... 6

Business-to-Government (B2G) ... 6

Consumer-to-Business (C2B) ... 6

Consumer-to-Consumer (C2C) ... 7

Business-to-Employee (B2E) ... 7

Government-to-Government (G2G)... 7

Government-to-Employee (G2E) ... 8

Government-to-Business (G2B) ... 8

Government-to-Citizen (G2C) ... 8

Other Forms of E-commerce ... 8

ELECTRONIC DATA INTERCHANGE (EDI) ... 9

FORMS OF E- COMMERCE ORGANIZATIONS ... 10

Brick-and-Mortar business ... 10

Click-and-Mortar Business ... 10

Virtual Business ... 11

E-marketplaces ... 11

INTERMEDIATION, DISINTERMEDIATION, REINTERMEDIATION, HYPERMEDIATION, AND SYNDICATION IN E-COMMERCE ... 12

DEVELOPMENT AND GROWTH OF E-COMMERCE ... 13

GENERATIONS OF E-COMMERCE ... 14

E-COMMERCE: CRITICAL SUCCESS FACTORS (CSF) ... 15

Internal Factors... 15

External Factors ... 16

E-COMMERCE: TECHNOLOGY TRENDS ... 18

E-COMMERCE: SUITABILITY OF PRODUCTS AND SERVICES ... 20

ADVANTAGES AND DISADVANTAGES OF E-COMMERCE ... 21

Advantages of E-commerce ... 22

Disadvantages of E-commerce ... 23

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The New Business Environment ... 24

Business Pressures ... 25

Organizational Responses ... 25

PROMOTING GLOBAL E-COMMERCE: INTERNATIONAL COOPERATION, COLLABORATION, AND REGULATIONS ... 28

E-COMMERCE FUTURE OUTLOOK ... 29

REVIEW QUESTIONS ... 30

BIBLIOGRAPHY ... 31

E-COMMERCE INFRASTRUCTURE_{... 35}

PRINCIPAL COMPONENTS OF E-COMMERCE INFRASTRUCTURE ... 36

E-COMMERCE AND BUSINESS PROCESSES ... 37

MAJOR PLAYERS IN E-COMMERCE ... 38

THE INTERNET... 40

Switching ... 40

Routing ... 41

TCP/IP ... 41

Working of Internet ... 41

Function of Router ... 42

Protocol ... 43

IP Addresses ... 43

Domain Name Systems (DNS) ... 44

URL: Uniform Resource Locator... 45

Internet Servers and Clients ... 47

Ports and HTTP ... 47

E-mail Protocols ... 47

World Wide Web (WWW) ... 48

Markup Languages and the Web... 49

INTRANETS AND EXTRANETS ... 51

Intranets ... 52

Extranets ... 52

VIRTUAL PRIVATE NETWORK (VPN) ... 52

STORAGE AREA NETWORKS (SANS) ... 54

INTERNET CONNECTIVITY OPTIONS ... 54

Dial-up... 55

Integrated Services Digital Network (ISDN) ... 56

Broadband Connections ... 57

Wireless Connections ... 61

EVOLUTION OF INTERNET AND WORLD WIDE WEB ... 63

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Web 2.0 ... 64

Semantic Web ... 64

E-COMMERCE 2.0 ... 64

BIBLIOGRAPHY ... 66

ELEMENTS OF E-COMMERCE_{... 69}

INTRODUCTION... 70

CLIENT-SERVER COMMUNICATION ... 70

WEB CONTENT ... 70

Static Content ... 70

Dynamic Content ... 71

Dynamic Page-Generation Technologies ... 71

SOFTWARE FOR WEB SERVERS ... 72

Open Source Software Vs Commercial Software ... 72

Web Server Software ... 72

Evaluating Efficiency of Your Website ... 74

Operating Systems (OS) for Web Servers ... 74

Web Server Market ... 76

Finding Web Server Information ... 78

Database Management Systems for Web Severs ... 79

E-MAIL ... 81

SPAM ... 81

Solutions to the Spam Problem ... 82

CONTENT FILTERING ... 84

E-mail Content Filtering ... 84

Web Content Filtering ... 85

Bypassing Content Filtering ... 85

WEBSITE AND INTERNET UTILITY PROGRAMS ... 85

Finger and Ping Utilities ... 85

Traceroute and Other Route-Tracing Programs ... 86

Telnet and FTP Utilities ... 86

Indexing and Searching Utility Programs ... 87

Data Analysis Software ... 87

Link-Checking Utilities ... 87

Remote Server Administration Software ... 88

E-COMMERCE HARDWARE ... 88

Web Server Hardware: Components and Requirements ... 88

Web Server Performance ... 89

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E-COMMERCE SOFTWARE ... 91

Selecting E-commerce Software ... 91

Basic Functions of E-commerce Software ... 92

Advanced Functions of E-commerce Software... 97

E-commerce Software for Small and Medium Enterprise ... 99

E-commerce Software for Mid-size to Large Businesses ... 102

Mid-Range E-commerce Software ... 103

E-commerce Software for Large Businesses ... 105

BIBLIOGRAPHY ... 109

E-COMMERCE BUSINESS MODELS_{... 112}

TRADITIONAL VS ELECTRONIC BUSINESS MODELS ... 113

E-COMMERCE BUSINESS MODELS ... 113

Benefits of E-commerce Business Model ... 113

COMPETITION IN THE E-COMMERCE ... 114

INTERNET AND ITS IMPACT ON BUSINESS ... 114

KEY ELEMENTS OF E-COMMERCE BUSINESS MODEL ... 115

PRIMARY REVENUE MODELS IN E-COMMERCE ... 116

Revenue Model Issues... 117

FUNDAMENTAL CATEGORIES OF E-COMMERCE BUSINESS MODELS ... 118

Business to Consumer (B2C) Models ... 118

Consumer to Consumer (C2C) Models ... 122

Business to Business (B2B) Models ... 122

Other Business Models ... 124

E-COMMERCE STRATEGY_{... 132}

DEFINING E-COMMERCE STRATEGY ... 133

STRATEGY INITIATION ... 134

STRATEGY FORMULATION ... 136

STRATEGY IMPLEMENTATION ... 137

COMMON E-COMMERCE STARTUP MISTAKES ... 139

BUILDING E-COMMERCE WEBSITE ... 140

Method for Building E-commerce Site ... 141

FEATURES OF GOOD E-COMMERCE SITE ... 142

SIX WEB PAGES OF GOOD E-COMMERCE SITES ... 143

COMPLIANCE WITH WEB STANDARDS ... 143

MEASURING SUCCESS OF E-COMMERCE ... 144

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WEBSITE USABILITY_{... 150}

IMPORTANCE OF EFFECTIVE WEB PRESENCE ... 151

WEB PRESENCE GOALS ... 151

Achieving Web Presence Goals ... 152

Web Presence and Brand Image ... 152

WEBSITE USABILITY ... 152

What does usability measure? ... 153

CUSTOMER-CENTRIC WEB SITE DESIGN ... 153

Creating a User-Centric Web Site ... 155

USABILITY IMPROVEMENT CHECKLIST ... 161

E-COMMERCE MARKETING_{... 180}

INTRODUCTION... 181

INTERNET MARKETING AND E-MARKETING ... 181

COMMON INTERNET MARKETING MISTAKES ... 182

ADVANTAGES AND DISADVANTAGES OF INTERNET MARKETING ... 183

THE 4 P'S OF INTERNET MARKETING ... 184

ONLINE BRANDING ... 184

Cost of Branding ... 185

Emotional Vs Rational Branding ... 186

Online Brand Leveraging ... 186

Online Brand Consolidation ... 186

Affiliate Marketing... 187

APPLICATIONS OF INTERNET TOOLS IN INTERNET MARKETING ... 188

INTERNET, INTRANETS, EXTRANETS, AND INTERNET MARKETING ... 189

INTERNET MARKETING COMMUNICATION ... 190

INTERNET MARKETING COMMUNICATION TOOLS ... 191

Online Advertising ... 191

Online Personal Selling ... 202

Online Sales Promotion ... 203

Online Public Relations ... 204

Online Direct Marketing ... 205

The Corporate Web Site ... 208

Web Positioning ... 212

Web Positioning Strategies ... 212

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Generating Sales through Social Networking Sites ... 218

WEB 2.0TOOLS AND E-COMMERCE ... 219

Examples of Web 2.0 Tools Usage ... 220

VIRTUAL WORLDS FOR E-COMMERCE ... 221

MARKET SEGMENTATION ... 221

THE INTERNET USERS:POPULATION AND USAGE TRENDS ... 222

Internet Users Population ... 222

Internet Usage Trends ... 222

ONLINE CONSUMER BEHAVIOR ... 223

ONLINE CONSUMER PURCHASE DECISION ... 224

Online Consumer Purchase Decision Aids ... 225

INTERNET MARKETING IN B2B ... 226

Characteristics of B2B and B2C Online Buyers ... 226

Marketing and Advertising in B2B E-commerce... 227

B2B Online Marketing Methods ... 227

BUILDING TRUST IN E-COMMERCE ... 229

Factors That Influence Trust Building in E-commerce ... 231

ELECTRONIC WORD OF MOUTH (EMOW) ... 232

E-COMMERCE MARKET RESEARCH ... 233

Advantages of Online Market Research ... 233

Disadvantages of Online Market Research ... 233

Methods of Online Market Research ... 234

PARTNER RELATIONSHIP MANAGEMENT IN E-COMMERCE ... 235

E-COMMERCE PAYMENT SYSTEMS_{... 246}

PAYMENT METHODS ... 247

CASH AS METHOD OF PAYMENT ... 247

INTRODUCTION TO ELECTRONIC PAYMENTS ... 247

Domestic and International Payments Mechanisms ... 248

Basic Problems with Electronic Payments ... 248

Electronic Payments Terminology ... 249

Electronic Payments: Major Stakeholder and Requirements ... 250

Methods of Electronic Payments ... 251

Electronic Payment Technologies ... 252

TRANSACTION SECURITY PROTOCOLS ... 257

SET (Secure Electronic Transactions) ... 257

PHISHING ATTACKS ... 259

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MICROPAYMENTS... 261

BUSINESS-TO-BUSINESS (B2B) TRANSACTIONS ... 261

B2B Electronic Payment Solutions ... 262

E-Billing ... 263

Electronic funds transfer (EFT) ... 264

E-PAYMENT STANDARDS ... 265

OFX ... 265

Jalda... 266

EMV ... 266

OPEN AND CLOSED LOOP PAYMENT SYSTEMS ... 266

PAYMENT CARDS ... 267

Credit Card ... 267

Debit Card ... 270

Charge Card ... 271

Single-Use Payment Cards ... 271

ELECTRONIC WALLETS ... 271

Electronic Wallet Characteristics ... 272

Electronic Wallet Categories... 272

STORED VALUE CARDS ... 274

Magnetic Strip Cards... 274

Smart Cards ... 274

PAYMENT GATEWAYS ... 276

How Payment Gateways Works ... 276

Getting a Merchant Account ... 280

Selection Process for Payment Gateways ... 280

Rate and Fee Structures and their Determination ... 282

Value-Added Services ... 283

Payment Gateways: Available Alternatives ... 283

PAYMENT AGGREGATORS ... 284

ALTERNATIVE PAYMENT SYSTEMS ... 284

Cash on-delivery (COD) ... 285

Payment by Telephone using the Payment Code ... 285

INTERNET TECHNOLOGIES AND BANKING INDUSTRY ... 285

Electronic Banking ... 285

Electronic Checks... 286

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E-CRM AND E-SCM_{... 294}

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ... 295

ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) ... 295

Components of e-CRM ... 296

Benefits of e-CRM ... 297

Limitations of e-CRM ... 297

Working of e-CRM ... 298

Implementing e-CRM ... 298

Integration among CRM, ERP, SCM, and other application systems ... 299

E-CRM Solutions ... 300

Choosing the Best CRM Application for Your Business ... 300

Metrics in Customer Service and CRM ... 301

E-SCM ... 302

E-SCM: Key Processes and Infrastructure Components ... 302

Critical Success Factors for E-supply Chains ... 303

Benefits of E-supply Chains ... 304

Functions of E-SCEM Software... 304

Categories of e-SCM Solutions ... 305

Preparing for e-SCM ... 306

E-COMMERCE SECURITY_{... 313}

OVERVIEW ... 314

COMPUTER SECURITY ... 314

CLASSIFICATION OF INFORMATION ASSETS ... 315

Unrestricted Information ... 315

Protected Information... 315

Confidential Information ... 315

Restricted Information ... 315

BASIC SECURITY ISSUES ... 316

THREAT, VULNERABILITY, AND COUNTERMEASURES ... 316

GOVERNANCE OF E-COMMERCE SECURITY IN AN ORGANIZATION ... 316

Key elements of an E-commerce Security Governance Structure ... 317

THREATS TO E-COMMERCE SYSTEMS ... 318

Threats to E-commerce Service-side ... 319

Threats to Front-end systems ... 320

Threats to Back-end Systems ... 321

Threats to E-commerce Transactions ... 322

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Legal and Regulatory Threats ... 326

SOLUTIONS FOR E-COMMERCE SECURITY ... 327

Solutions for Service Side Security ... 327

Solutions for E-commerce Transaction Security ... 329

Solutions for Client-Side ... 338

Solutions for Legal and Regulatory Issues ... 340

MOBILE COMMERCE_{... 345}

INTRODUCTION... 346

M-COMMERCE TERMINOLOGY ... 346

WHY M-COMMERCE ... 348

SPECIFIC CHARACTERISTICS OF M-COMMERCE ... 349

Value-Added Attributed of M-commerce ... 349

BUILDING BLOCKS OF M-COMMERCE ... 350

M-Commerce Hardware... 350

M-Commerce Software ... 351

Mobile Networks ... 353

PROS AND CONS OF M-COMMERCE ... 354

For Users ... 354

For Network Operators ... 354

For Service Providers ... 354

APPLICATIONS OF M-COMMERCE ... 355

Mobile Financial Applications ... 355

Mobile Marketing and Advertising ... 356

Mobile Auction ... 357

Mobile Booking and Ticketing ... 357

Mobile CRM ... 358

Mobile Content ... 358

Mobile Purchases ... 358

Mobile Payments ... 359

Wireless Wallets... 359

Wireless Telemedicine ... 360

M-COMMERCE SECURITY ISSUES ... 360

Physical Security Issues ... 360

Transactional Security Issues ... 360

Post-Transaction Issues ... 360

M-COMMERCE SECURITY TECHNIQUES ... 361

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Wireless Transport Layer Security (WTSL) ... 361

Wireless Identity Module (WIM)... 362

VOICE TECHNOLOGIES FOR M-COMMERCE ... 362

Interactive Voice Response (IVR) ... 362

Voice Portals ... 362

M-COMMERCE: CHALLENGES AND FUTURE ... 362

COLLABORATIVE COMMERCE (C-COMMERCE) ... 363

PERVASIVE COMPUTING ... 363

E-COMMERCE ENVIRONMENT: MAJOR ISSUES ... 367

INTRODUCTION... 368

ISSUES OF E-COMMERCE ... 368

Financial Issues ... 368

Legal Issues ... 369

Ethical Issues ... 381

Social Issues ... 382

Market Access Issues ... 384

E-commerce: Language Issues ... 386

E-commerce: Cultural Issues ... 387

ACCOUNTABILITY IN E-COMMERCE ... 387

DISPUTE RESOLUTION AND REDRESS ... 388

ROLE OF GOVERNMENTS ... 388

INTERNATIONAL AND REGIONAL CO-OPERATION INITIATIVES TO PROMOTE E-COMMERCE ... 389

Regional Initiatives ... 389

International Initiatives ... 390

COMPUTER AND ONLINE CRIME ... 390

HACKER AND CRACKER ... 391

GREEN E-COMMERCE AND IT ... 391

INDEX ... 399