About the Editor 406 e-retailing/handbook/sec... · editorial boards of Journal Management...

About the Editor

Francisco J. Martínez-López, MSc in Marketing, and European Ph.D. inBusiness Administration, with Extraordinary Doctoral Prize (University ofGranada, Spain), is Professor of Business Administration, at the University ofGranada, and Marketing, at the Open University of Catalonia (Barcelona), inSpain. He has been visiting scholar at the Zicklin School of Business (CUNY,USA), Aston Business School (Aston University, UK), the University of ChicagoBooth School of Business (USA), the Michael Smurfit School of Business(University College Dublin, Ireland), and the Complutense University BusinessSchool (Madrid, Spain). He is Editor-in-Chief of the International Journal ofBusiness Environment (Inderscience Publishers), Associate Editor of the EuropeanJournal of Marketing (Emerald) and belongs to the Editorial Board of IndustrialMarketing Management (Elsevier). Dr. Martínez-López has co-edited severalinternational journals’ special issues and research books for leading publishers ofbusiness and management research as Springer and Elsevier. He has also co-authored the text book e-business Strategies for e-business: Creating Valuethrough Electronic and Mobile Commerce. Concepts and cases (3rd Edition)(Prentice Hall/Financial Times). Likewise, he has published more than 70 papersin international journals and conferences proceedings.

F. J. Martínez-López (ed.), Handbook of Strategic e-Business Management,Progress in IS, DOI: 10.1007/978-3-642-39747-9,� Springer-Verlag Berlin Heidelberg 2014

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About the Authors

Abeer A. Al-Hassan. Bachelor of Science in Computer Science (1994) andMaster of Science in Information Systems (1997). She received her Ph.D. fromVolgenau School of Information Technology and Engineering, George MasonUniversity (VA, USA). Her areas of interest are technical entrepreneurship,teaching tools, e-business, social, legal and ethical issues in informationtechnology. She is an Assistant Professor at Kuwait University, College ofBusiness Administration, Quantitative Methods and Information SystemsDepartment. Prior to Kuwait University she was employed at The PublicAuthority for Applied Education and Training (PAAET), Computer Science andInformation Systems Department in Kuwait from 1997 to 2001.

Lirios Alos-Simo is Assistant Professor of Management and Human Resources atthe Faculty of Social and Juridical Sciences at the Miguel Hernandez University,where she also received her Ph.D. Her research interests include adaptive culture,leadership, innovation procedures and strategic flexibility.

Daniel Arias-Aranda is Professor of Operations Management at the University ofGranada (Spain). He has been Director of the Developing and Planning Center ofthe University of Granada at the Health Science Technological Park (HSTP) since2008. He coordinates the Management section of the excellence Master inEconomics. He has also served as Deputy Dean of Quality and Study Plans at theSchool of Economics and Business (2006–2008). His main areas of research areoperations and business strategy, service operations management, innovationmanagement and entrepreneurship. The results of his research have been publishedin the main Operations Management related journals such as International Journalof Operations and Production Management, International Journal of ServiceIndustry Management, Industrial Management and Data System, The ServiceIndustries Journal, Technovation, International Journal of Quality andReliability among others. In addition, he has collaborated in the publications ofbooks devoted to new grounds breaking such as The Future ofInnovation or Foundations of Intelligent Systems. Regarding teaching andmentoring, his main lines of interest are Business simulation and conflict


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management. Publications in journal such as Innovations in Education andTeaching International or Revista de Educación from the Spanish Ministry ofEducation have been possible after more than 10 years of education experience inthese areas.

Izak Benbasat (Ph.D. University of Minnesota, 1974; Doctorat Honoris Causa,Université de Montréal, 2009) is a Fellow of the Royal Society of Canada andCanada Research Chair in Information Technology Management at the SauderSchool of Business, University of British Columbia. He currently serves on theeditorial boards of Journal Management Information Systems and InformationSystems Journal. He was editor-in-chief of Information Systems Research, editorof the Information Systems and Decision Support Systems Department ofManagement Science, and a senior editor of MIS Quarterly. He became a Fellowof the Association for Information Systems (AIS) in 2002, received the LEOAward for Lifetime Exceptional Achievements in Information Systems from AISin 2007, and was conferred the title of Distinguished Fellow by the Institute forOperations Research and Management Sciences (INFORMS) Information SystemsSociety in 2009. He was a Marvin Bower Fellow at the Harvard Business Schooland Shaw Visiting Professor at the National University of Singapore.

Tanya Bondarouk is Associate Professor of Human Resource Management at theUniversity of Twente, the Netherlands. She serves as the European RegionalEditor for the Personnel Review journal and as the co-editor of the AdvancedSeries in Management (Emerald Publishers). Since 2002 she has been busy withthe research area of Electronic HRM, and has edited a number of special issues ininternational journals on this topic. Her main publications concern an integrationof Human Resource Management and social aspects of Information TechnologyImplementations and appear in the International Journal of HRM, PersonnelReview, European Journal of Management, European Journal of InformationSystems. Her research covers both private and public sectors and deals with avariety of areas such as the implementation of e-HRM, management of HR-ITchange, HRM contribution to IT projects, roles of line managers in e-HRM,implementation of HR Shared Service Centers. She has conducted researchprojects with the Dutch Ministry of Interior and Kingdom Relations, DowChemical, Ford, IBM, ABN AMRO bank, Shell. Since 2006 she is involved inorganizing European Academic Workshops on e-HRM, and InternationalWorkshops on HRIS.

Jean-Pierre Booto Ekionea, Ph.D. in Business administration (informationsystems) at the University of Quebec in Montreal (UQAM) with the excellencemention in 2008. He works since 2002 with the health care sector with the PierreLeGardeur Hospital of Repentigny in Quebec (Canada) where he took part in someprojects in knowledge management and eLearning. His current research works are

980 About the Authors

in Knowledge Management Capabilities and digital documents management inpublic sector and in SME. Tenured Associate Professor at the University ofMoncton in Moncton, New Brunswick, Canada, Dr. Booto has worked asinternational consultant in several areas like knowledge management andelectronic documents management, strategic aspects of information systems andknowledge management, software engineering (software requirements, qualityinsurance, and software testing), oriented object analysis and modeling. Dr. Bootohas worked also for UNESCO as information technologies (IT) expert, hasmanaged IT projects, and worked as software developer and analyst in severalorganizations in Canada and Democratic Republic of Congo.

Gary L. Borkan is a doctoral student in the Information Systems program of theUniversity of Colorado Denver’s Business School. He holds Master of Sciencedegrees in Information Systems, and Marketing from the University of Colorado atDenver, a Bachelor of Science in Management from National AmericanUniversity, and an Associate of Science in Paralegal Technologies fromWebster College. He currently serves in the position of Senior Administrator ofEnterprise Systems Applications for the Auraria Higher Education Center inDenver Colorado. His primary areas of research are the effects of personality typeson internet services usage, and the relationships of web portal features onconsumer perceptions.

Jan Breitsohl is a doctoral candidate and assistant lecturer at Bangor University(UK), where he has been awarded a 125th anniversary scholarship to conduct hisresearch. His academic interests focus on consumer communication psychologyonline, in particular negative word-of-mouth, complaint response management,opinion-leadership and personality traits. Jan has presented his research atinternational conferences such as EMAC and IADIS and recently published in theJournal of Enterprise Information Management.

James R. Brown currently holds the Kmart Corporation Chair in Marketing atWest Virginia University. After receiving his doctorate in business administrationfrom Indiana University, he served on the marketing faculties of the University atBuffalo, the University of Nebraska, and Virginia Tech. Dr. Brown investigates thestructure, behavior, and performance of relationships among supply chain firms.His research has been published in such leading academic journals as the Journalof Marketing, Journal of Marketing Research, Marketing Science, Journal ofRetailing, Journal of the Academy of Marketing Science, and Journal ofInternational Business Studies. His publications have been honored with theJournal of Marketing’s Maynard Award for Significant Contribution to MarketingTheory and Thought, as well as the Stern Award for the Outstanding Article inMarketing Channels and Logistics. Professor Brown’s research has also beenrecognized with the Wiley Memorial Research Award as well as the Van Nostrand

About the Authors 981

Reinhold Research Award, both conferred for Superior Original PublishedResearch in the Hospitality Field. Dr. Brown has been honored as anoutstanding reviewer by both the Journal of Marketing and the Journal ofRetailing, and is immediate past Co-Editor of the Journal of Retailing.

Gordon Burtch is a Ph.D. candidate in the Department of ManagementInformation Systems at the Fox School of Business, Temple University. Hisresearch examines the economics of information systems, with a focus oninterpersonal exchange in online markets that incorporate social media and usergenerated content. In particular, his dissertation work explores the incentives andinfluences that determine participant behavior in crowd-funded marketplaces. Hisresearch has been presented at a variety of leading conferences and workshops,including the International Conference on Information Systems (ICIS), theINFORMS Marketing Science Conference, the INFORMS Annual Meeting, theAcademy of Management Annual Meeting (AoM), the Workshop on StatisticalChallenges in e-Commerce Research (SCECR) and the Workshop on Health ITand Economics (WHITE). He has reviewed papers on behalf of multiple leadingconferences and journals, including MIS Quarterly, Information Systems Research,the Journal of Management Information Systems and the Information SystemsJournal. His industry experience includes time spent with Accenture as a seniortechnology consultant, supporting clients in the financial services industry, as wellas with the Auditor General of Canada as a performance auditor. He holds aBachelor of Software Engineering and a Master of Business Administration fromMcMaster University, Canada.

Hong-Mei Chen is a Professor of Information Technology Management at theShidler College of Business, the University of Hawaii at Manoa. She formerlyserved as an Associate Dean for the College and Founder/Director of theAdvanced Information Management Solutions (AIMS) Lab. She earned a Ph.D. inBusiness Administration from the University of Arizona in Tucson. She obtained aM.S. in MIS from University of Arizona and a B.S. in Business Administrationfrom National Taiwan University in Taipei, R.O.C. Dr. Chen conducts cross-disciplinary empirical research on information systems design and development.Her current research interests include service science/engineering, social (orelectronic) customer relationship management, big data, ultra large scaleinformation systems, green information systems and crowdsourced systems. Shehas directed several large-scale multi-million dollar, multi-institution researchprojects in high performance telemedicine, multimedia distributed databases, datamining and data warehousing. She has obtained large grants and served on variousNSF (National Science Foundation) review panels. She is widely publishedincluding in such journals as Communications of the ACM (CACM), Journal ofMIS (JMIS), IEEE Transactions on Services Computing, and other IS, computerscience and software engineering journals.


Jihui Chen is currently Assistant Professor of Economics at Illinois StateUniversity, U.S.A. She grew up in the beautiful coastal city of Ningbo, China, andlater attended college in Hangzhou, the provincial capital of Zhejiang, majoring inManagement Information System. In 2000, seeking challenges in life, she leftbehind her familiar past and crossed the Pacific to pursue a doctorate in Economicsin the Kelley School of Business at Indiana University in Bloomington, Indiana.There she met the best professors and friends of her life, including her futurehusband, a mathematician. In 2005, under the guidance of Michael R. Baye, Jihuireceived her Ph.D. in Business Economics and Public Policy. She took her firstfaculty position at the University of North Dakota before moving to Illinois in2008, where she has lived since. Her main research interests include pricingstrategies and their impact on competition in online markets. Jihui has published inreputable economics journals, such as Journal of Industrial Economics andEconomic Inquiry, among others. In her spare time, aside from parenting herdaughter Elaine, Jihui enjoys walking along the tranquil Constitution Trail in townand watching classic British dramas with her family.

Rajiv P. Dant, who is the Division Director and Michael F. Price Chair inBusiness at the Price College of Business, the University of Oklahoma, receivedhis Ph.D. in Marketing from Virginia Tech and his MBA from Bajaj Institute,Bombay University. Between these degrees he worked for 3 years in executive/managerial positions at Glaxo Smith Kline Beecham where he was involved inproduct management and sales management functions. He has previously taught atschools like Boston University and MIT (on sabbatical). His research interestsinclude channels of distribution, retailing, and franchising with special emphasison conflict management, and managing inter-organizational governance andrelationships. His research has previously appeared in prestigious forums likeJournal of Marketing, Strategic Management Journal, Journal of Retailing,Journal of the Academy of Marketing Science, Journal of Business Venturing,Journal of Public Policy and Marketing, Journal of the Operational ResearchSociety, Research in Marketing, Marketing Letters, Journal of Business Research,Journal of Small Business Management, and Journal of Economic Psychology.Professor Dant was one of the founders of the International Society ofFranchising, and since serves in the Executive Committee of its Board ofGovernors. He is also the immediate past co-editor of Journal of Retailing.

Asoke Dey is an Assistant Professor in the Department of Management at TheUniversity of Akron. He received a Ph.D. in Business Administration from theUniversity of Minnesota and his research interests are: Supply Chain Management,Health Care Operations, Management of Technology and Operations Strategy. Hehas given several regional and national conference presentations and his work hasappeared on or has been accepted in the Journal of Service Research, ManagementResearch Review and Hospital Topics.


Anthony Di Benedetto (www.AnthonyDiBenedetto.com) is Professor ofMarketing and Supply Chain Management and Senior Washburn ResearchFellow at Temple University, Philadelphia, PA. He is also Professor of High-TechEntrepreneurial Marketing, Technische Universiteit Eindhoven, The Netherlands,and has held visiting professorships in Italy, Austria, Germany, Japan, Russia, andelsewhere. In 2010, Prof. Di Benedetto was named the Fulbright-Kathryn andCraig Hall Chair in Entrepreneurship, and spent a semester at theWirtschaftsuniversität Wien and St. Petersburg State University. Prof. DiBenedetto holds a Ph. D. degree in Administration, an M.B.A., and a B. Sc.degree in Chemistry, all from McGill University, Montreal, Canada. He has taughtin Temple’s Professional MBA, Executive MBA, Online MBA, InternationalMBA, and Ph. D. programs. His articles are published in journals such as Journalof Product Innovation Management, Management Science, Strategic ManagementJournal, Journal of International Business Studies, Journal of OperationsManagement, Journal of the Academy of Marketing Science, InternationalJournal of Research in Marketing, IEEE Transactions on EngineeringManagement, and elsewhere. Prof. Di Benedetto is the Editor-in-Chief of theJournal of Product Innovation Management and is co-author with Merle Crawfordon New Products Management, published by Irwin/McGraw-Hill and currently inits 10th edition.

Michael A. Erskine is completing his Ph.D. in Computer Science and InformationSystems at the Business School of the University of Colorado Denver. He receivedhis Master’s degree in Information Systems from the University of ColoradoDenver and his Bachelor’s degree in Computer Information Systems fromMetropolitan State University of Denver. His research interests include examiningthe effects of visualization of geospatial data on decision performance, exploringcomputing issues in higher education and utilizing geographic information systemsto solve business problems. His work has been presented at the AmericasConference on Information Systems and the International Conference onInformation Resources Management.

Irene Esteban-Millat is an Assistant Professor of Marketing at Open Universityof Catalonia (UOC), Spain. She has a Ph.D. in Information and KnowledgeSociety and her primary research interests are in the areas of online consumerbehaviour, the interface of marketing/e-learning and Internet flow experiences. Herwork has been published in national and international conferences’ proceedingsand journals. She has been a visiting scholar at Baruch’s Zicklin School ofBusiness (CUNY, USA).

Brian Fynes is Professor of Supply Chain Management at the School of Business,University College Dublin. Prior to that he was EU Marie Curie Post-Doctoral Research Fellow at the Centre for Operations Management at London


Business School. His research interests focus on supply chain practices andperformance in manufacturing and service industries. He is currently President ofthe Global Manufacturing Research Group (GMRG) Survey and and a BoardMember and Chair of the Funding and Membership Team of the EuropeanOperations Management Association (EurOMA).

Juan Carlos Gázquez-Abad is currently an associate professor of marketing atthe Economics and Business School, University of Almería (Spain). Ph.D. inMarketing at University of Almería. Visiting professor at the University of Ghent(Belgium) in 2005. His research interests cover several marketing topics,especially those related to retailing and consumer behaviour. He is AssociateEditor of the International Journal of Business Environment. His work has beenpublished in Journal of Retailing, European Journal of Marketing, Journal ofMarketing Theory and Practice, Internet Research, International Journal ofMarket Research, International Journal of Environmental Research, The ServiceIndustries Journal, The International Review of Retail, Distribution and ConsumerResearch, Agribusiness, among others. He has contributed more than 100 papers toconference proceedings.

José María Gómez-Gras is Professor of Strategic Management at Finance andEconomics Department at the Miguel Hernández University. Ph.D. inManagement at University of Alicante. He has published several books onentrepreneurship and start-ups. His research has been published in InternationalBusiness Review, Industrial Management and Data Systems, Journal ofOrganizational Change Management, among others. His current researchfocusses on start-ups, entrepreneurship and adaptive processes.

Dawn G. Gregg is an Associate Professor of Information Systems andEntrepreneurship at the University of Colorado Denver. She received her Ph.D.in Computer Information Systems and her M.S. in Information Management fromArizona State University, her M.B.A. from Arizona State University West, and herB.S. in Mechanical Engineering from the University of California at Irvine. Priorto her doctoral studies, she was employed for 9 years as a research anddevelopment engineer. Her current research focuses on how to organize andmaintain Web-based content so that it can be used to better meet business andspecial education needs. Her work has been published in numerous journals suchas MIS Quarterly, the International Journal of Electronic Commerce, IEEETransactions on Systems Man, and Cybernetics, Communications of the ACM, andDecision Support Systems.

Gareth Griffiths is a senior lecturer at Bangor University (UK). He is a specialistin strategic information systems and has held both academic and commercialpositions in this area. Over the last 10 years he has also been heavily involved in


the development and management of MBA programmes and is an internationalassessor for the Association of MBAs (AMBA). He was MBA ProgrammeDirector and Head of International Relations at Aston Business School inBirmingham. Prior to academia he was a Consultancy Manager with HewlettPackard. He has taught at business schools in Belgium, Poland, the CzechRepublic and Bulgaria, and is a member of the Vlerick Leuven Gent ManagementSchool Advisory Board.

Encarna Guillamón-Saorín is Assistant Professor of the Department of BusinessAdministration at University Carlos III de Madrid. She has a degree in PersonnelManagement and an Honours Bachelor in Business Management andAdministration from University of Murcia. Encarna studied a BA (Hons)Business in Europe at Manchester Metropolitan University. She holds a Ph.D. inAccounting from the UCD Michael Smurfit School of Business in Dublin(Ireland). Her teaching experience includes Analysis of Financial Statements andMaths for Finance at University of Granada, and Corporate Governance atUniversity Autonoma de Madrid at the Master in Accounting, Auditing and theeffect on Capital Markets. She is currently teaching Financial Accounting coursesat Carlos III. Concerning research, her main interest is in the area of financialreporting, narrative impression management, corporate governance, earningsmanagement, ethical issues and corporate social responsibility. She has publishedin high reputed Academic International Journals in Business and Accounting suchas Accounting, Auditing and Accountability Journal, Accounting Organizationsand Society, Accounting and Business Research, International Journal of Selectionand Assessment, International Business Review, Online Information Review,Journal of Business Ethics. She has been invited to present her work and performresearch visits at prestigious Universities such as Rotman School of Management(Toronto), Manchester Business School (UK), Queensland University Technology(Australia), University of Queensland (Australia), Grenoble School ofManagement (France), Universidad de Graz (Austria) and Universidad de RomaTor Vergata (Italy) and Spanish Universities such as Universidad Pompeu Fabra,Universidad Autónoma de Madrid, Universidad de Alcala de Henares, Universidadde Navarra.

Daniel Heil is a research fellow at the Hoover Institution. His focus is on thehistory and future of federal anti-poverty programs. His research examines theeffect anti-poverty measures have on recipients and the extent the public supportsvarious means-tested programs. Heil has also researched interactions betweengovernment and technology. He graduated from California State University,Northridge, with a BA in economics and received a master of public policy degreespecializing in economics and American politics from Pepperdine University.

Paul Humphreys, Ph.D., is Professor of Operations Management at the Universityof Ulster. His main area of research interest relates to supply chain managementand focuses on interorganisational relationships, supply chain dynamics and


outsourcing. He has published over 50 scientific papers which have appeared in,for example, the International Journal of Production Economics, InternationalJournal of Production Research, International Journal of Operations andProduction Management and Journal of Operations Management.

Reimer Ivang is currently Associated Professor of International Marketing andNew Media at Aalborg University, Denmark, received his Ph.D. in Marketing andStrategy from Aalborg University in 2007. His Ph.D. is an action researchinvolving one of Denmark’s biggest companies and therefore he was awarded thespecial business Ph.D. from the Danish ministry of research and innovation. He isinvolved as teacher and supervisor at the MBA at Aalborg University and hastaught at the Graduate University of the Chinese Academy of Sciences, Beijing.He has also held executive/managerial positions in various consultancy companiesand currently he acting as a managing consultant with clients among Denmark’sbiggest companies. He is a widely used speaker in internationally and in Denmark.His research interests include digitalization of business relationships, digitalcustomer–supplier interaction, digitalization strategy and inter-organizational ISstrategies. He has published in reputable scientific journals, such as ElectronicMarkets—The International Journal on Networked Business and Journal ofresearch in interactive marketing, among others. His research has several timesbeen granted awards, most recently when his article B2B inter-organisationaldigitalization strategies: Towards an interaction-based approach was awarded the2012 outstanding paper award by the Emerald LiteratiNetwork.

Marv Khammash is a lecturer at the University of Sussex (UK). His mainresearch activities focus on marketing, consumers and the Internet. Marv’s recentresearch projects relate to online customer-to-customer interaction and electronicword-of-mouth. He had a number of visiting appointments at various academicinstitutes including the University of Washington (USA), BraunschweigUniversity (Germany) and King’s College London (UK). He has published hisresearch in academic journals (such as Journal of Marketing Management,International Journal of Information Management and Journal of EnterpriseInformation Management) and participated in international conferences (such asINFORMS, EMAC and ESOMAR).

Michel Laroche is the Royal Bank Distinguished Professor of Marketing, JohnMolson School of Business, Concordia University, Montreal (Canada). He holds aDiplôme d’ingénieur (École Centrale de Paris), an M.S.E. (Johns Hopkins), anM.Ph. and a Ph.D. (Columbia), and a Doctor of Science honoris causa from theUniversity of Guelph. He is a Fellow of the Royal Society of Canada, theAmerican Psychological Association, and a Distinguished Fellow of both theSociety for Marketing Advances and the Academy of Marketing Science. He hasbeen named the 2,000 Concordia University Research Fellow, and has received the


2,000 Jacques-Rousseau Medal for the best multidisciplinary researcher inCanada. In 2001, the Montreal Chapter of the AMA elected him a member ofthe Academy of Marketing Personalities. In 2002, he received from HEC-Montrealthe fifth Living Legend of Marketing Award, and in 2003 the Sprott Leader inBusiness Research and Practice Award. He published more than 280 articles injournals and proceedings, including the Journal of Consumer Research, theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Services Research, the Journal of International Business Studies, theInternational Journal of Research in Marketing, and the Journal of AdvertisingResearch. He is the co-author of 26 major textbooks, including CustomerBehaviour, Marketing in Canada (Le marketing: fondements et applications),Advertising in Canada (Gestion de la publicité), Consumer Behaviour: ACanadian Perspective (Le comportement du consommateur), MarketingResearch in Canada (Les fondements de la recherche commerciale), andCanadian Retailing (Les commerce de détail: Marketing et gestion). He has co-authored a major annotated bibliography (published by the AMA), severalworkbooks, and study guides, edited several other books, and wrote several invitedbook chapters. He served as Associate Editor in Marketing of the Journal ofBusiness Research, and he is the first recipient of the JBR Outstanding AssociateEditor Award (1997), which now bears his name. Since 1999, he is serving asManaging Editor of the Journal of Business Research. He also serves on severaleditorial boards and as member of the Board of Governors of the Academy ofMarketing Science. His main research interests are in the areas of consumerbehavior, marketing communications (including Internet marketing and socialmedia), services marketing, and retailing. Within consumer behavior, he is mainlyinterested in the role of culture on consumer behavior and in brand decisionprocesses.

Nick Lee is the Professor of Marketing and Organizational Research, and Directorof Research Degrees, at Aston Business School. His research interests includesales management, social psychology, research methodology, and ethics. Dr. Leeis the Editor in Chief of the European Journal of Marketing, the Section Editor forSales Research Methods for the Journal of Personal Selling and SalesManagement, and a Review Editor for Frontiers in Cognitive Science. Hisresearch has won multiple awards, including the 2010 Joseph Lister Award forSocial Science from the British Science Association, the 2005 EmeraldOutstanding Special Issue Award, the 2002 EMAC Conference award for bestdoctoral paper, and a 2002 UK CIM/AM Research Excellence Award. His workhas appeared or is forthcoming in journals such as Organization Science, theJournal of Management, the Journal of the Academy of Marketing Science, theJournal of Business Research, the Journal of Business Ethics, the AmericanJournal of Bioethics, and the International Journal of Psychophysiology. His workhas featured in popular outlets such as The Times, the Financial Times, and BBCBreakfast. His first book Doing Business Research was published by Sage in 2008.


José Ignacio López-Sánchez, BA and Ph.D. in Economics and Business from theComplutense University of Madrid (UCM) where he is Associate Professor ofManagement (Accredited to Full Professor). He is currently the Head of theDepartment of Business Administration of the UCM, Executive Editor ofUniversia Business Review and Co-Director of the Orange Chair on InformationSociety. Director of the research group in Production and Information Technologyand Communications (GIPTIC) of the UCM and is Executive Editor of the Journalof Globalization, Competitiveness and Governability (Georgetown University-Universia). He has been Associate Dean of the Faculty of Economics andBusiness, University Complutense of Madrid. External Examiner for theUniversity of Wales, and Visiting Research Scholar at The Robert EmmentMcDonough School of Business, Georgetown University. He has more than 50publications in scientific journals such as Research Policy, TelecommunicationsPolicy, Technovation, Small Business Economics, The Service Industries Journal,Management Decision.

David Luna is Professor of Marketing at Baruch College (City University of NewYork). His main research interest is marketing communications. In particular, hehas investigated how language and culture influence the effectiveness of marketingmessages targeting the end consumer, both online and using traditional media. Hehas studied the consumer behavior of US Hispanic consumers. Other interestsinclude brand naming, imagery processing, mental representation, and the role ofautomatic processes on judgment formation. His work has been published inacademic journals like the Journal of Consumer Research, the Journal ofConsumer Psychology, the Journal of the Academy of Marketing Science, and theJournal of Advertising, among others. David Luna’s research has also beenpublished in several books and his papers appear regularly in the proceedings ofnational and international conferences, like the Society for Consumer Researchand the Association for Consumer Research proceedings. He has co-chaired twomajor consumer research conferences: the first Latin American ConsumerResearch conference, and the Society for Consumer Psychology conference.

Ricardo Martins is a Ph.D. student at the ISEGI, Universidade Nova de Lisboa.His research interest includes information systems outsourcing and technologicalinnovation. He is a manager in the information systems outsourcing business forhuman resources and financial sector. He has years of experience in theimplementation of new projects of outsourcing for international companies.

Beatriz Minguela-Rata is an Associate Professor of Operations Management atComplutense University of Madrid. She received her Bachelor’s and Doctoraldegree in Business Administration from Complutense University. Her research andteaching interests are the field of new product design and development, operationsmanagement, supply chain management, logistics, information technologies,


Internet and e-business. Her writings on operations management and informationtechnologies topics have appeared in Industrial Management and Data Systems,European Journal of Innovation Management, Technovation, InternationalJournal of Technology Management, Research Policy, International Journal ofBusiness Environment, TQM and Business Excellence, Service Business, AfricanJournal of Business Management, Journal of Manufacturing and TechnologyManagement, and other Spanish journals such as Investigaciones Europeas deDirección y Economía de la Empresa, Cuadernos de Estudios Empresariales,Dirección y Organización, Ekonomiaz, Cuadernos de Economía y Dirección de laEmpresa, Economía Industrial, and so on.

Francisco Jose Molina-Castillo is Associate Professor at University of Murcia,Spain. He has worked and published on innovation and new product development,the role of ICT in commercialization of new products and on new servicedevelopment for mobile phones. He holds a Ph.D. in Marketing (with EuropeanPh.D. mention) and a Master degree on International Marketing from theUniversity of Murcia. He received his BA in Business Administration from theUniversity of Murcia and his BA in Accounting and Finance in Europe fromManchester Metropolitan University (UK). He has published in well knowacademic journals such as Journal of Product Innovation Management, IndustrialMarketing Management, Technovation, Information and Management,International Journal of Information Management, International Journal ofElectronic Commerce, International Journal of Mobile Communications andElectronic Markets. He was also recipient of the Extraordinary Doctoral Award inBusiness and also Best Ph.D. in Marketing from the Spanish MarketingAssociation. He is member of PDMA, EMAC, AEMARK. Between 2008 and2010, he has been secretary of the Spanish Marketing Association (AEMARK).

Linda Mory is a Ph.D. candidate at the Department for Management ofInformation and Communication at the German University of AdministrativeScience Speyer, Germany. Her research focuses on internal corporate socialresponsiblity. Especially success factors of corporate social responsiblity on theorganizational commitment of employees within a multinational company. Herfurther research interests are: international public relations. She is also a researchfellow of the German Research Institute for Public Administration Speyer. Thereher research foci are on the topic of eHealth and eGovernment. Linda studied mediaand communication sciences at Chemnitz University of Technology, Germany andFHWien University of Applied Sciences, Vienna/Austria. She holds a Masters inEuropean Public Relations from Leeds Metropolitan University, Great Britain andDublin Institute of Technology, Ireland. Before being a Ph.D. candidate Lindaworked for the German automobile manufacturer Volkswagen in Wolfsburg,Germany and Sydney, Australia. Furthermore, she worked for the TV station Fox 8in the United States, for an advertising agency in Heidelberg, Germany and as aresearch assistant at Chemnitz University of Technology, Germany.


Susan M. Mudambi is Associate Professor of Marketing and Supply ChainManagement at the Fox School of Business at Temple University (USA).Her research addresses marketing strategy and international business, with specialinterests in the role of technology, and customer and supplier relationshipstrategies. She has been published in numerous top journals, including MISQuarterly, Journal of Product Innovation Management, Journal of ManagementStudies, Journal of Economic Geography, and Industrial Marketing Management,among others. She has extensive teaching experience in undergraduate, MBA,Ph.D. and executive programs in the US and several other countries. She earnedher M.S. at Cornell University and her doctorate at the University of Warwick. Shealso has considerable managerial experience, including positions in marketing atBell+Howell Co. and IBM, and in the political arena as a lobbyist and politicalanalyst. Susan joined the Fox School’s Marketing and Supply Chain ManagementDepartment in 2000, and has a secondary appointment in Management InformationSystems (MIS). Previously, she served on the faculty of John Carroll University,The Open University Business School, and Oxford Brookes University.

Muriati Mukhtar is an Associate Professor at the Faculty of Information Scienceand Technology, Universiti Kebangsaan Malaysia (UKM), where she has been afaculty member since 1994. She is currently the head of the Software Technologyand Management Research Centre in UKM. Although she was a mathematicsgraduate from the University of Manchester, her curiosity about new areas ofresearch had steered her to do her Ph.D. in the area of supply chain management.For her thesis, she developed a contingency based framework for supply chainanalysis and investigated the impact of different supply chain structures on supplychain performance, using simulation. Moving on, she is currently looking into thearea of service science and its impact on the design and delivery of products andservices and how these will impact on supply chain management. Over the years,she had managed to secure several research grants researching into areas such asthe application of service dominant logic in the design and development of e-marketplaces. She had also done consultation work focusing on the impact ofinformation technology and automation on productivity in small and mediumenterprises in Malaysia. Besides consultation and research, Muriati strives to be apositive influence on her undergraduate students. She believes that every group ofnew students pose several new challenges that warrant the adoption of innovativeways for student engagement. For her efforts in this area, she had received theexcellent teacher award and the excellent service award conferred by UKM. In herspare time Muriati loves to blog, write children’s books (due to be published soon)and go for long walks with her teenage daughter.

Tiago Oliveira is an Invited Assistant Professor at Instituto Superior de Estatísticae Gestão de Informação da Universidade Nova de Lisboa (ISEGI-UNL). Hereceived his Ph.D. degree in Information Management from Universidade Nova deLisboa (UNL), Portugal in 2011. He also received Master degree in Statistics andInformation Management from ISEGI-UNL, Portugal, in 2006 and a degree in


Industrial Engineering and Management from Instituto Superior Técnico (IST),UniversidadeTécnica de Lisboa (UTL), Portugal, in 2001. Before joining academiahe worked in the Private Sector as a Product Management and AccountManagement in the largest Portuguese Information Technology Company,Portugal Telecom. His current research interests include Technology Adoption,Technology Diffusion, Health Information Technologies and Health Informatics,and Digital Divide. His research has been published in several journals includingInformation and Management, Industrial Management and Data Systems, AppliedEconomics Letters, Online Information Review, Electronic Journal of InformationSystems Evaluation, American Journal of Mathematical and ManagementSciences, among others and several conferences on information managementand statistics. Tiago has authored more than 50 scientific articles in Journals andconference proceedings.

Marco Opazo-Basáez is a Ph.D. candidate at the University of Granada, Granada,Spain. His research area is Management Information Systems.

Daniel E. Palmer is currently serving as the Assistant Dean of Academic Affairsat Kent State University at Trumbull. He is also an Associate Professor in theDepartment of Philosophy at Kent State University. His research focuses mainlyupon issues of ethical theory and applied ethics, particularly business andprofessional ethics. He recently co-authored (with Abe Zakhem) the bookManaging for Ethical-Organizational Integrity: Principles and Processes forPromoting Good, Right, and Virtuous Conduct (Business Experts Press, 2012). Hehas also edited two volumes on issues in business ethics as well as published anumber of articles on issues in applied ethics in such journals as Business EthicsQuarterly, Journal of Business Ethics, and The Journal of Value Inquiry.

Emma Parry is a Principal Research Fellow at Cranfield School of Managementin the UK. Her research focuses on the impact of contextual factors on humanresource management (HRM), specifically the impact of national context andsector in shaping HRM and the impact of demographic and technological change.Emma plays a leading role in a number of global research projects, including‘‘Cranet’’ a worldwide network of over 40 business schools that conductscomparative research into HRM and ‘‘5C’’, a global research project includingaround 30 Universities that examines cultural differences in attitudes towardscareers. Emma is also on the global team for the Center of Aging and Work atBoston College, USA. Emma has conducted a wide range of research for a numberof clients, including the Ministry of Defence, Department of Work and Pensions,National Health Service, Chartered Institute of Personnel and Development andseveral private sector organisations. Emma is the co-editor of the book ‘‘Managingan Age-Diverse Workforce’’ and consistently produces high quality research,which is published in journals of recognised international excellence.


Hugh Pattinson is a Senior Lecturer at the School of Business at the University ofWestern Sydney. His research focus is on combining Innovation, Entrepreneurshipand Marketing to develop new digitised goods and services for the digitaleconomy, and to focus on an information platform for supporting Innovation andBusiness Development (e-Novation). He also specialises in Scenario Planning andForesight and its application in marketing and emerging technologies, andcompleted an ARC Industry Linkage Grant into the Future of Television inAustralia. Hugh’s Ph.D. focused on applying Storytelling and Decision SystemsAnalysis to new Internet-based software application development and delivery.Other research interests include negotiation research from a complex systemsperspective, sensemaking and innovation, and new methodologies for analysis andvisualisation of unstructured information, and B2B Sales and Marketing Networksand Interaction. Hugh has over 15 years of curriculum development andexperience in e-Business, e-Marketing, Innovation and Entrepreneurship, andInternational Marketing.

Elfriede Penz is Associate Professor at the Institute for International Marketingand Management at WU-Wien. Her research focus is interdisciplinary, cross-cultural and multi-methodological and includes international marketing, consumerpsychology as well as methodological issues. She has published in Journal ofEconomic Psychology, Psychology and Marketing, International MarketingReview, Journal of Consumer Behaviour, European Journal of Marketing,International Business Review and Management International Review. Shereceived a Ph.D. in Psychology (University of Vienna) and a European Ph.D. onSocial Representations and Communications. She also holds a MAS in arts andcultural management from the University of Music and Performing Arts, Vienna.

María N. Pérez-Aróstegui (Ph.D., University of Granada) is Assistant Professorof Business Administration at the University of Granada, Spain. Her research isfocused on Quality Management, Operations Management and InformationTechnology. She has published in the Journal of Computer Information Systems,Industrial Management and Data Systems and Total Quality Management andBusiness Excellence and International Journal of Operations and ProductionManagement.

Konstantinos Petridis is a Ph.D. candidate in Department of Forestry andManagement of Environment and Natural Resources, Democritus University ofThrace, Orestiada, Greece. He holds a B.Sc. in Mathematics from the AristotleUniversity of Thessaloniki, a M.Sc. in Logistics Management from Department ofEconomic Sciences, Aristotle University of Thessaloniki. His research interestsinclude the study and modeling of production and distribution of biomass andnatural resources systems, supply chain management design and sustainabilitythrough the use of operational research. His current works are focused on forestsupply chain and production and distribution of forest products, and energy formsproduced from biomass and fossil fuel co-firing. Moreover, one of the fields he is


currently working on is the integration of several operational research techniquesin an algorithmic way for ranking, forecasting, and decision making with multiplecriteria (multi-objective programming). His research has been published ininternational journals and book chapters. He has served as reviewer for operationalresearch international journals. His educational interests are concentrated inoptimization and simulation software emphasized in industrial production andplanning. He has participated in international conferences on OperationalResearch, Modeling and Statistics and Data analysis. He is a member of theHellenic Operational Research and Mathematical Society.

Robert Piehler is a Ph.D. candidate at the Department for Management ofInformation and Communication at the German University of AdministrativeScience Speyer, Germany. He is a research fellow of the German ResearchInstitute for Public Administration Speyer. His research focuses on online servicequality of e-government websites. He is especially interested in success factors ofadministrative portals at the municipality level. His further research interests are:business model management, social media and e-health. Robert studied Media andCommunication Sciences at Chemnitz University of Technology. He holds aMasters in Media Communication from Chemnitz University of Technology.Before being a Ph.D. candidate Robert worked as a research assistant at ChemnitzUniversity of Technology, Germany.

Cintia Pla-García is a Ph.D. candidate and lecturer of marketing at the OpenUniversity of Catalonia, Barcelona, Spain. Her research areas are e-marketing andconsumer behaviour.

James Prieger is an economist at the Pepperdine University School of PublicPolicy in Malibu, CA, where he is an Associate Professor. He specializes intelecommunications and regulatory economics, industrial organization, andapplied econometrics. His research has looked at the broadband Digital Divide,the impact of regulation on innovation, the use of cell phones while driving, theimpact of the Americans With Disabilities Act on retail firms, applications barriersto entry in network markets, and econometric methodology for non-randomlysampled duration data. Prieger sits on the editorial board of Applied EconomicsQuarterly. He received his BA from Yale University (economics and mathematics,magna cum laude) and his Ph.D. in economics from the University of California,Berkeley.

Francisco Rejón-Guardia (Ph.D., University of Granada) is Assistant Professorof marketing at the University of Granada, Spain. His research interests are ine-marketing, social networks and advertising.

Marie-Odile Richard is a Banting Post-doctoral Fellow in neuromarketing, JohnMolson School of Business, Concordia University (Montreal, Canada). Shereceived her M.Sc. (Marketing) from Concordia University and her Ph.D.


(Marketing) from HEC-University of Montreal. She earned numerous awardsincluding, in addition to the prestigious Banting Award, the Jane K. Fenyo Awardof the Academy of Marketing Science, the Canadian Doctoral Scholarship ofExcellence, the Esdras-Minville Award (twice), and the Social Sciences andHumanities Research Council of Canada Post-doctoral Award (taken at theUniversity of Montreal). She published more than 35 articles in journals andproceedings, including the Journal of the Academy of Marketing Science, theJournal of Advertising Research, the Journal of Business Research, the Journal ofServices Marketing, the Journal of Social Psychology, the International Journal ofAdvertising, the Journal of Consumer Marketing, Computers in Human Behaviorand the International Journal of Information Management. She also publishedseveral book chapters and book reviews. Her research interests are in the areas ofmarketing communications (including Internet marketing and social media),neuromarketing, services marketing, and cultural effects on individual responses.

Inma Rodríguez-Ardura is an Associate Professor of Marketing at the UOC, anda Resident Researcher of the Internet Interdisciplinary Institute (IN3) within theUOC. Prior to joining the UOC in 1996, she was a member of the Faculty of theUniversity of Barcelona and carried out teaching and research activities in theRamón Areces Foundation, among other institutions. In addition, she undertookacademic activities at the RCC-Harvard University, and at the University ofCalifornia, Berkeley. Lately, she has served at the University of Oxford as aVisiting Fellow of the Oxford Internet Institute (2010/2011), and at BabsonCollege, Boston (2011/2012), as a Visiting Professor. Professor Rodríguez-Arduraholds a doctoral degree in Economics and Business Sciences from the Universityof Barcelona (1998). At the UOC, she has been Director of the Master’sProgramme in Marketing and Communication Management, Director of theBachelor’s Degree Programme in Marketing and Market Research, as well asDirector of the University Master’s Programme in Information and KnowledgeSociety. Moreover, she has been serving as Director of the Doctoral Programmewithin the UOC. As a member of the IN3’s research group ONE she focuses hercurrent research activities along four lines: the impact of the Internet on pricingstrategies and price levels; the role and influence of flow in learning virtualenvironments; the connections between telepresence and imagery in new media-consumption experiences; and consumption decision processes within innovationenvironments.

Antonio Rodríguez-Duarte is an Associate Professor of Operations Managementat the Complutense University of Madrid. He holds a Ph. D. in BusinessAdministration, a B.A. in Economics and a B.A. in Statistics from theComplutense University. He has attended to the Summer Seminar inManagement Research, july 1999, and Summer Course on ‘‘E-business’’, july2001, organized by the Real Colegio Complutense at Harvard University,Cambridge, Massachusets (USA), and has been visiting scholar in the Institute forPeople and Technology (IPaT) at Georgia Tech (Atlanta, Georgia, USA). He has


published in journals such as Research Policy, Industrial Management and DataSystems, Small Business Economics, Technovation, Telecommunications Policy,International Journal of Technology Management, Management Decision orInternational Journal of Manpower. His research interests include strategicmanagement, operations management and information technologies.

John M Rudd, Ph.D., is a Senior Lecturer and Head of the Marketing Group atAston University, UK. His research interests are strategic in orientation, andexamine issues of sales and marketing strategy, strategic decision making,stakeholder relationships and the performance impact of marketing capabilitiesand resources. His work has been published in journals such as Journal ofMarketing Management, Journal of Business Research and Journal of StrategicMarketing.

Huub Ruël is Professor of International Business at Windesheim University ofApplied Sciences, the Netherlands. He has been doing research on e-HRM since2002 and has published books and journal articles on the topic. He guest editedspecial issues on e-HRM for the International Journal of Human ResourceManagement, The International Journal of Training and Development, and theEuropean Journal of International Management. He co-initiated and co-organizedinternational conferences and workshops on e-HRM. His current research focus ison e-HRM in international and cross-cultural contexts and e-HRM in multinationalcorporations.

Daría C. Sánchez-Fernández is a Ph.D. candidate in management and at theComplutense University, Madrid, Spain.

Francesco D. Sandulli is the codirector of the Orange Chair on InformationSociety at the University Complutense of Madrid. Sandulli holds a Ph.D. inManagement from University Complutense of Madrid. His areas of research,teaching and publications are in Information Technology and business modelinnovation. He is currently involved in open innovation policies deployment inSpain and other European countries. He has published in a range of internationaljournals such as Research Policy, International Journal of TechnologyManagement, Technovation, Management Decision, Telecommunications Policy,Small Business Economics and Journal of Business Research. He also works asstrategic advisor for organizations adapting to new configurations of theirindustries.

David G. Schwartz is currently is vice-chairman and professor of informationsystems at the Graduate School of Business Administration of Bar-Ilan University,Israel. His research has appeared in publications such as IEEE Intelligent Systems,Information Systems, International Journal of Human-Computer Studies, IEEETransactions on Professional Communications, Review of Marketing Science,Kybernetes, and the Journal of Organizational Behavior. His books include


Cooperating Heterogeneous Systems, Internet-Based Knowledge Management andOrganizational Memory, and the Encyclopedia of Knowledge Management, nowin its 2nd edition. David has been a visiting scholar at Columbia University,Department of Biomedical Informatics and Monash University, Faculty ofInformation Technology. From 1998 to 2011 he served as editor of the journalInternet Research. His main research interests are Knowledge Management,Electronic Government, Ontology, Social Network Analysis, and Computer-mediated Communications. David has served on the Board of Directors of PsagotInvestment House, Israeli’s leading investment house with over $35B undermanagement (Acquired by APAX partners, 2010); Cham Foods Ltd. (TASE), amultinational producer of ingredients for the food and nutriceutical industries; C.I.Systems (TASE) a work leader in electo-optical test and measurement equipmentfor the military and semi-conductor industries; and Copernic (NASDAQ: CNIC),an Internet search innovator (Acquired by DecisionPoint Systems/DPNI, 2010).Prof. Schwartz received his Ph.D. from Case Western Reserve University, USA;MBA from McMaster University, Canada; and B.Sc. from the University ofToronto, Canada.

Venkatesh (Venky) Shankar is Professor and Coleman Chair in Marketing andDirector of Research at the Center for Retailing Studies, Mays Business School,Texas A&M University. His areas of specialization include Digital Business,Competitive Strategy, International Marketing, Innovation, New ProductManagement, Retailing, Branding, Pricing, and Mobile Marketing. He has aPh.D. in marketing from the Kellogg School, Northwestern University. He hasbeen recognized as one of the Top 10 experts on innovation managementworldwide and has published in journals such as the Journal of MarketingResearch, Management Science, Marketing Science, Strategic ManagementJournal, Journal of Marketing, Journal of Public Policy and Marketing, Journalof Retailing, Harvard Business Review, and Sloan Management Review. He is awinner of the 2012 Mahajan Award for Lifetime Contributions to MarketingStrategy Research, 2006 Clarke Award for Outstanding Direct and InteractiveMarketing Educator, 2001 IBM Faculty Partnership Award, the 1999 Paul GreenAward for the Best Article in Journal of Marketing Research, the 2000 LehmannAward for the Best Dissertation-based Article in an AMA journal, and the ShethAward for the best paper in the Journal of Academy of Marketing Science. TheShankar-Spiegel Award from the Direct Marketing Educational Foundation isnamed in his honor. He is ex-President of the Marketing Strategy SIG, AMA andserves on the Chief Marketing Officers (CMO) council and Business-to-Business(B2B) Leadership Board. He is Editor Emeritus of the Journal of InteractiveMarketing and is an Academic Trustee of the MSI. He is also an ex-associate editorof Management Science and is on the editorial boards of Journal of Marketing,Journal of Marketing Research, Marketing Science, the International Journal ofResearch in Marketing, and the Journal of Retailing. He has been a keynotespeaker in several conferences. He has been a visiting faculty at the Sloan Schoolof Management, MIT, INSEAD, Singapore Management University, SDA


Bocconi, Chinese European International Business School, and the Indian Schoolof Business. He is co-editor of the Handbook of Marketing Strategy and the authorof Shopper Marketing. His work has generated over 5,400 citations and 10 of hisarticles have won best paper/honorable mention/finalist awards.

Neil G. Shepherd is a doctoral candidate at Aston Business School, AstonUniversity. His research is focused on strategic decision-making. In particular hisresearch examines the effects of strategic decision-making process characteristics(e.g. rationality, comprehensiveness, intuition etc.) on decision process outcomes(e.g. effectiveness, quality, commitment etc.), and the influence of context (e.g. thetop management team, external environment etc.) on the strategic decision-makingprocess. His research has been accepted for presentation at the Academy ofManagement, Strategic Management Society and British Academy ofManagement conferences. He is also an Associate Chartered Accountant(Institute of Chartered Accountants in England and Wales), and prior topursuing an academic career Neil worked for KPMG in London, in both theirmergers and acquisitions and audit practices.

Edgar H. Sibley received his final degree (an ScD in Mechanical Engineering) in1967 from MIT. Until 2011, when he retired, he held a position of UniversityProfessor and Eminent Scholar with appointments in both the Volgenau School ofInformation Technology and Engineering (Departments of Information andSoftware Systems Engineering and Computer Science) and the Institute forPublic Policy at George Mason University in Fairfax VA USA. He has been activein all areas of large scale information and general systems design for many majorgovernmental agencies and business organizations. This included work with theIRS, Department of Defense, and Department of Energy, as well as joint contractefforts with the Boeing Corporation, Batelle, and SAIC, and many smallbusinesses in Washington DC. Work included definition of controls on thedesign and implementation of systems, including large scale databasemanagement, and several economic issues, such as reengineering, of some largeindustrial and governmental efforts. One such effort was in the integration of theTextile industry (for Argonne National Laboratories). In the period from about1970 to 2000, he was a part time consultant at the Institute for Defense Analyses.He has been the Chairman of the Board of Editors of Information andManagement (the Elsevier Journal) since its inception in 1977. Over 130 of hisarticles have been published. Sibley was a member of a National Research Councilboard of the National Academy of Science examining the strategic plans of the ISfor the Social Security Agency in a distributed environment (2000–2004). He hasalso acted as an expert witness for four law firms. He is now appointed as aresearch professor at one third time for 2012–2015. In the 1900s he spent summerswith the United Nations and its Agencies in Slovakia, Hungary, Israel, thePhilipines, and at the National Science Foundation’s projects in Russia, He spent


most summers in the past 10 years at The National Sun Yat Sen University inKaohsiung, Taiwan, During recent years he has also lectured in mainland China inHong Kong, Beijing, Wuhan, and Xi’An.

Rudolf R. Sinkovics is Professor of International Business at Manchester BusinessSchool, UK, where he is currently head of the Comparative and InternationalBusiness Group and Director of MBS-CIBER. He has worked and published oninter-organizational governance, the role of ICT in firm internationalization, andresearch methods in international business. Recent work is focused on RisingPowers and drivers of economic change. He received his Ph.D. from ViennaUniversity of Economics and Business (WU-Wien), Austria. His work has beenpublished in International Business and International Marketing journals such asJournal of International Business Studies, Management International Review,Journal of World Business, International Business Review, and InternationalMarketing Review. Born in Austria, he now lives and works in Manchester, UK.

Mahesh Srinivasan is an Assistant Professor of Supply Chain Management in theCollege of Business Administration at The University of Akron, USA. He has aPh.D. in Business Administration with specialization in Supply ChainManagement from The Pennsylvania State University. His research interests arein buyer-seller relationships, stochastic modeling and optimization of inventorysystems, technology application in supply chains and contemporary issues inlogistics and supply chain management. His research has been published inscholarly journals including the Journal of Business Logistics, EuropeanManagement Journal, International Journal of Enterprise Information Systems,Management Research Review, Supply Chain Forum: An International Journaland Supply Chain Practice and several conference proceedings.

Emmanouil Stiakakis is an assistant professor in Digital Economics at theDepartment of Applied Informatics, University of Macedonia, Thessaloniki,Greece. He holds a B.Sc. in Mechanical Engineering from the Aristotle Universityof Thessaloniki, an M.Sc. in Manufacturing Systems Engineering from CranfieldUniversity, UK, and a Ph.D. in Applied Informatics from the University ofMacedonia. In the past, he worked as an Application Professor with the expertise‘‘Informatics Applications in Marketing’’ at the Department of Marketing, in theAlexander Technological Educational Institution of Thessaloniki. He has alsoworked as a Mechanical Engineer, cooperating with consulting companies (mainlyfor the accreditation of quality assurance systems). In UK, he worked in BritishAerospace (plant of Chester) for the improvement of materials handling andstorage system, continuing his dissertation project. His research interests includethe measurement of productivity in the digital economy, the digital divide, e-government, mobile services, and the implications of Information andCommunication Technologies on the environment. His research has beenpublished in international journals and conference proceedings. He is a memberof the Hellenic Operational Research Society and the Technical Chamber of


Greece. He is currently teaching the following courses: Digital Economics (underand postgraduate level), Business Innovation and Productivity, Virtual Enterprisesand New Technologies, and Production Management.

Mary Lyn Stoll is currently an Associate Professor in the Department ofPhilosophy at the University of Southern Indiana in Evansville, Indiana. Sheearned her Ph.D. in philosophy from Purdue University, specializing in ethicaltheory and applied ethics. Her research in business ethics examines questions ofmedia ethics, corporate responsibility and corporate free speech rights, as well asissues concerning corporate accountability and environmental sustainability. Inaddition to a number of articles published in journals and books on issues inbusiness ethics, she is also a co-editor of the volume Stakeholder Theory: EssentialReadings in Ethical Leadership and Management (Prometheus, 2008).

Stefan Strohmeier is Professor of Management Information Systems at SaarlandUniversity, Germany. His area of interest relates to the interface between HumanResources (HR) and Information Systems (IS), i.e., electronic Human ResourceManagement (e-HRM), from both the technical and managerial perspectives. Hehas published diverse books and articles in national and international journals onthe topics of HRIS and e-HRM.

Deborah E. Swain, Ph.D., is a tenured Associate Professor in the School ofLibrary and Information Sciences at North Carolina Central University in Durham,North Carolina. In addition to having been a teacher since 1971, she hasover 20 years experience in information development, knowledge engineering,organizational design, and business and technical training. In 2011 she analyzedblogging among nursing students at NC Central University and co-authored anarticle on the pilot study. Her most recent research has been about a taxonomy forknowledge management in e-businesses and knowledge management in healthinformatics. Dr. Swain has managed information projects for corporations such asIBM, AT&T, and Lucent Technologies/Bell Labs. In 1999, she completed herdoctorate in Information Science at the University of North Carolina at ChapelHill. She also has an MA from UNC-CH in English and a BA in English fromDuke University. Her professional career includes working as a systems engineer,technical editor, and project manager. She has published articles and contributedchapters to books. Her areas of academic research are knowledge management,social network analysis, collaboration, digital libraries and health informatics. Inaddition to her faculty position at NCCU, Dr. Swain has also taught at UNC-Chapel Hill, NC State University, and Campbell University. At the NCCU Schoolof Library and Information Sciences, she has taught undergraduate and graduatecourses in information science, knowledge bases, systems analysis, designingsmart phone and web applications, and metadata analysis. She has also served asan officer in the Faculty Senate.


Rajan Varadarajan is Distinguished Professor of Marketing, holder of the FordChair in Marketing and e-Commerce and Head of the Department of Marketing,Mays Business School at Texas A&M University. His primary teaching andresearch interests is in the area of marketing strategy. His research has beenpublished in the Journal of Marketing, Journal of the Academy of MarketingScience, Academy of Management Journal, Strategic Management Journal,Management Science, Sloan Management Review, California ManagementReview, Business Horizons, Journal of Retailing and other journals. Rajanserved as editor of the Journal of Marketing from 1993 to 1996 and as editor of theJournal of the Academy of Marketing Science from 2000 to 2003. He currentlyserves on the Editorial Review Boards a number of journals including the Journalof Marketing and Journal of the Academy of Marketing Science. Dr. Varadarajan isa recipient of a number of honors and awards including the American MarketingAssociation Paul D. Converse Award for contributions to the field of marketing(2008), the University of Massachusetts Distinguished Alumnus Award (2008), theAcademy of Marketing Science Distinguished Marketing Educator Award (2003),the American Marketing Association Marketing Strategy Special Interest GroupMahajan Award for Career Contributions to Marketing Strategy (2003), the TexasA&M University Association of Former Students’ Faculty DistinguishedAchievement Award in Research (1994), the Journal of Academy of MarketingScience Sheth Foundation Best Paper Award (2009, 2011), and the Journal ofMarketing Harold H. Maynard Best Paper Award (2001).

Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketingat the University of Hawai’i at Manoa. He currently holds visiting positions at theJudge Business School at the University of Cambridge, the University of Warwick,Karlstad University, and VTT Technical Research Center of Finland and haspreviously had visiting positions at the University of Maryland, Collage Park, theUniversity of Auckland, and a number of other major universities. Prior to enteringacademics, he had a career in entrepreneurial business and has consulted for avariety of major national, regional, and local corporations and governmentalagencies. Professor Vargo’s primary areas of research are marketing theory andthought and consumers’ evaluative reference scales. He has had articles publishedin the Journal of Marketing, the Journal of the Academy of Marketing Science, theJournal of Service Research, the Journal of Retailing, and other major marketingjournals and books. He also serves on the editorial review boards seven journals,including the Journal of the Academy of Marketing Science, Journal of ServiceResearch, and has also served as editor or co-editor of nine special issue/sectionsof journals, including the Journal of the Academy of Marketing Science, and MISQuarterly. Professor Vargo has been awarded the Harold H. Maynard Award bythe American Marketing Association for ‘‘significant contribution to marketingtheory and thought,’’ the AMA/Sheth Foundation Award for ‘‘long termcontributions to the field of marketing’’ and the Evert Gummesson Award foroutstanding research. His 2004 article in the Journal of Marketing titled ‘‘Evolving


to a New Dominant Logic for Marketing’’ is the most-cited marketing articlepublished in this new millennium.

Antonio J. Verdu-Jover is Associate Professor of Strategic Management atFinance and Economics Department at the Miguel Hernandez University. Ph.D. inManagement at University of Granada. Post-Doc researcher at Erasmus ResearchInstitute of Management (Erasmus University-The Netherlands). His research hasbeen published in several journals like Organization Science, British JournalManagement, Technovation, International Journal of Production Economics,International Business Review, Industrial Marketing Management, InternationalSmall Business Management, among others. His current research interests includestrategic flexibility, organizational change, networks, and the dynamics oforganization-environmental fit.

Steven Walczak is a tenured Associate Professor of Information Systems at theUniversity of Colorado Denver. He received his Ph.D. from the University ofFlorida, and his M.S. in Computer Science and B.S. in Mathematics from the JohnsHopkins University and the Pennsylvania State University respectively. Prof.Walczak’s research focuses on applied artificial intelligence including neuralnetworks, expert systems, and other machine learning topics as well as knowledgemanagement and electronic commerce, in particular online auctions. His researchhas been published in a variety of journals including MIS Quarterly, the Journal ofManagement Information Systems, Electronic Commerce Research, and numerousof the IEEE Transactions. He currently serves on the editorial boards of theJournal of Organizational and End-User Computing, the Journal of Theoreticaland Applied Electronic Commerce Research, The Learning Organization journal,the International Journal of Intelligent Information Technology, and The OpenMedical Informatics Journal. He was also the Editor-in-Chief for The LearningOrganization journal from 2006 to 2007.

Frank Wiengaten currently works as a Assistant Professor at the ESADEBusiness School. Frank has completed his Ph.D. degree entitled ‘‘Measuring theperformance impact of electronic business applications in buyer-supplierrelationships within the German automotive industry’’ in September 2008(Ulster Business School, UK). He holds a Bachelor and Master’s degree inBusiness and Management (Paderborn University, Germany). After completing hisPh.D. he worked as a Post Doctoral Research Fellow at the UCD Smurfit School ofBusiness (Dublin, Ireland). Besides his academic career he has worked for variouswell-known consultancy and logistic firms such as PWC and the DB SchenkerGroup. Frank Wiengarten’s current research explores the role of severalenvironmental and sustainable practices (e.g. ISO 14,000 certification, workershealth and safety, recycling and waste reduction) in the supply chain setting. Inaddition he works on various topics related to supply chain.


David E. Williams is Associate Professor of Marketing at the Edwards School ofBusiness, University of Saskatchewan, Canada. His early research focused onretailer internationalization and his current research focuses on e-tailing and socialcommerce. In the past, he has published in the European Journal of Marketing,Journal of Marketing Management and The International Review of Retail,Distribution and Consumer Research.

Bernd W. Wirtz studied business administration in Cologne, London andDortmund, culminating in an MBA (Master of Business Administration). He laterserved as a lecturer for media management at the Universities of Duesseldorf(Germany) and Zurich (Switzerland). In 1994, he was awarded a doctorate in thefield of new media and competition strategies (Doctorate in BusinessAdministration). After finishing his studies, Prof. Wirtz worked as a consultantwith Roland Berger and Partners and Andersen Consulting/Accenture (Manager inthe field of new media/electronic commerce) and as an assistant professor at theUniversity of Zurich. From 1999 to 2004 he was a full professor (Deutsche BankChair for strategic management) at the University of Witten/Herdecke (Germany).Since 2004 he has been a full professor (Chair for information andcommunications management) at the German University of Speyer (Germany).Prof. Wirtz is an editorial board member of the journal Long Range Planning, theJournal of Media Business Studies and The International Journal on MediaManagement. He has several years of experience in consulting on strategy projectsfor leading media and telecommunication enterprises and the EuropeanCommission. His publications focus on media management, business modelmanagement, marketing and electronic business (approximately 220 publications).In total Prof. Wirtz has published 20 books (e.g. 8th edition of Media and Internetmanagement in German, 4th edition of Electronic Business in German, 3rd editionof Direct Marketing in German).

Bo Xiao is an Assistant Professor in the Information Technology ManagementDepartment at Shidler College of Business, University of Hawaii. She received herPh.D. in Management Information Systems from the University of BritishColumbia in 2010. Her research interests include human–computer interaction;online decision support systems; social media and social networking; and dark sideof information technology (e.g., risk, deception, cyber-bullying, and privacyinvasion). Her research has been published in top journals in the field ofInformation Systems, including Management Information Systems Quarterly andInformation Systems Research.

Manjit S. Yadav is Macy’s Foundation Professor and Professor of Marketing,Mays Business School, Texas A&M University. He obtained his Ph.D. inmarketing from Virginia Tech. Dr. Yadav’s current research focuses on marketingstrategy in electronic environments, particularly issues related to innovation andtechnological change. His work has been published in a number of leadingjournals, including Journal of Marketing, Journal of Marketing Research, Journal


of Consumer Research, and Sloan Management Review. He is a member of theEditorial Boards of Journal of Marketing, Journal of the Academy of MarketingScience, Journal of Retailing, and Journal of Interactive Marketing. Dr. Yadav hastaught at the undergraduate (Strategic Internet Marketing, Product Management,and Marketing Research), masters (Marketing Strategy and Product Innovation),and doctoral levels (Seminar in Consumer Behavior). He has also been on thefaculty of the Mays Business School’s Executive MBA program. He is activelyinvolved in the Marketing department’s doctoral program and has served on anumber of dissertation committees. Dr. Yadav is a recipient of the FacultyDistinguished Achievement Award in Teaching (Mays Business School, TexasA&M University). Dr. Yadav’s presentations to industry groups focus primarily onstrategic implications of the Internet for marketing. Consulting and executivedevelopment assignments have been completed with The Guest Amenities Group,Halliburton, and Telecom Italia. Dr. Yadav co-chaired American MarketingAssociation’s Faculty Consortium on e-Commerce held at Texas A&M University.

Vladimir Zwass is Gregory Olsen Endowed Chair and University DistinguishedProfessor at Fairleigh Dickinson University, Teaneck, New Jersey, USA. He holdsa Ph.D. in Computer Science from Columbia University. Professor Zwass is theFounding Editor-in-Chief of the Journal of Management Information Systems, oneof the three top-ranked journals in the field of Information Systems. He is also theFounding Editor-in-Chief of the International Journal of Electronic Commerce,ranked as the top journal in its field. As the Editor-in-Chief of the monographseries Advances in Management Information Systems, Dr. Zwass is overseeing thecodification of knowledge in the domain of MIS. Dr. Zwass is the author of sixbooks and several book chapters, including entries in the EncyclopaediaBritannica, as well as of a number of papers in various journals and conferenceproceedings. His foundational research publications center on co-creation,structure of electronic commerce, and organizational memory. He has receivedseveral grants, consulted for a number of major corporations, participated innumerous editorial and conference boards, and is a frequent keynoter and speakerto national and international audiences. He is a former member of the ProfessionalStaff of the International Atomic Energy Agency in Vienna, Austria.


Index

AAbsence of social interaction, 363Access to distribution channels, 28Adaptability/customization, 363Additive manufacturing, 10, 785Advantages of incumbency, 29Advantages of multiple channel systems, 469Advertising avoidance, 565Advertising clutter, 565–569, 580, 581, 583Advertising effectiveness, 523–526, 532, 535Advertising formats, 524, 525, 527, 529–535,

538, 547–549, 551Advertising on social networks, 547Advertising overload, 566Aggregator, 12Agile system development, 779Analysis of textual data, 848Analysis of the literature, 371Animation, 539Anonymity, 352, 356, 363, 874–876, 880, 884Apps, 796Assortment, 363Asymmetric information, 507Attitudes, 325, 328, 330Autonomous co-creation, 7Autonomy, 352, 363Availability, 353Availability of information, 363Avoidance, 565, 566, 569, 572, 573, 579–582

BB2B commerce, 17B2B e-commerce, 21, 23, 28B2B vertical hubs, 29, 31B2C e-commerce, 17, 35Banner, 530Banner ad format, 523

Banner ads, 524, 529, 537, 538, 541, 543, 549,553, 555, 557

Banner content, 542Barrier to entry, 29Behavioral computing, 812Behavioral economics, 511Behavior informatics, 812Benefits, 591Bertrand model, 188, 201Big data, 812Big ideas, 3Biometrics, 881Blogs, 760Brand image, 212Brand loyalty, 504, 505, 509Brand personality, 212Brick-and-mortar retailers, 492Bricks-and-mortar shoppers, 474Broad selection and availability/merchandise

assortment motive, 353Bundling, 36Business model, 8, 752, 785Business Model Canvas, 809Business networks, 7Business partner, 599Business performance, 109Business-to-business (B2B), 4, 16Business-to-business markets, 474Business-to-consumer (B2C), 4, 16Business value, 238, 239, 241–244, 248, 249Buyers power, 25Buying and selling processes, 481, 484

CCannibalization, 478, 479CAQDAS, 848Case-base reasoning (CBR), 785


1005

Challenges, 633–636, 644, 645, 647Challenges and skills, 376Channel demand environment, 481Channel life cycle, 481, 482, 484Channel service outputs, 471Channel substitution, 505Cloud-based, 815Cloud computing, 9, 124C-net-business-model typology, 752Co-creation, 7, 11, 12, 801CODE4 system, 744Cognitive process and task performance, 570Cognitive science, 815Cognitive task analysis (CTA), 785Collaborative filtering, 10Collaborative information platforms, 785Collaboratories, 7Collections of knowledge, 738Collective intelligence, 214, 801Color, 538Commerce, 752Communication psychology, 907, 908Communities, 841Comparing the value, 735Competitive advantage, 167, 591Competitiveness (interference), 566Complaint behavior, 907, 908, 911, 912, 914,

925Complaint management , 907–910, 915, 917Complaint response , 908, 910, 916, 918, 920,

921Computerization, 790Computer-mediated environments (CME’s),

805Computing utility, 9Concentration of the supplier group, 30Conflict, 470, 477Conflict management, 478Consumer behaviour, 371Consumer preference formation, 172Consumer psychology , 988Consumers information asymmetry, 172Consumption experience asymmetry, 172Consumption motivations, 348–351, 356, 362,

364Content, 752Context, 752Context-specific commerce, 12Contingency framework, 255, 271, 272Contingency theory, 238, 246–249Convenience, 363Co-production, 778, 801Cranet, 592, 593CRM 2.0, 770

Cross-country, 514Crowd-funders, 213, 214Crowdsourcing, 213, 8015Cs framework, 4, 8, 9, 13Cultural barriers, 214Culture, 338Curiosity, 382Customer buying cycle, 482Customer experience management (CEM),

778Customer lifetime value (CLV), 772Customer loyalty, 479Customer referral value (CRV), 772Customer relationship management (CRM),

767, 768Customer satisfaction, 479Customer segments, 472Customization/personalization, 756Customized product or service/co-production,

354

DData about human resources, 600Data-driven discovery, 812Data mining, 879, 880Decision-maker, 736Decision problems, 736Decision-system analysis, 785Demand aggregation, 35Descriptive, 62Design methods, 782Design thinking, 781Desire for control, 351, 363Development platforms, 8Devolution of HR activities to managers, 597Devolution of HR tasks to line managers, 598Devolution of HR tasks to the line, 598Differentiation, 6Diffusion of Innovations (DOI), 689Digital economy, 785Digital economy era, 794Digital information infrastructure, 791Digital intermediation, 6Digital revolutions, 59Digital selves, 785Digitising, 785Digitization, 786Dimensionality of flow, 384Dimensions of multi-channel integration, 475Disadvantages of multiple channel systems,

470Disclosure strategies, 957Disintermediation, 33, 484

1006 Index

Distribution channel, 8Dotcoms, 492, 496, 515, 5163-D Printing, 813Dual organization, 74Dynamic interaction-based e-business

approach, 66Dynamic service adaptation, 781

EEarned media, 547Ease of payment, 354E-business, 237–241, 243–246, 248–250E-business strategic management, 58E-business strategies, 61E-business strategy, 57, 58, 65, 71E-commerce, 475, 489, 491, 492, 496, 503,

514, 515, 890–892, 894, 897Economic growth, 18, 19Economies of scale, 25, 26Economies of scope, 26Economy, 363Effective, 601Effectiveness, 523, 591, 592, 598, 601Effectiveness of online advertising, 525, 535Efficiency, 591, 592, 595, 596, 601, 602Efficient, 601E-government, 42E-HRM paradigms, 605E-HRM research, 605, 633–639, 642, 644–648Elaboration likelihood model (ELM), 568Electronic commerce, 889, 891, 898Electronic CRM, 768Electronic human resource management (E-

HRM), 589–591, 593–597, 599, 601,602, 633–649

Electronic markets, 83, 189, 193, 200–202Electronic word of mouth (eWOM), 6, 525,

772eImage, 889–903E-marketing, 785E-marketplaces, 5Emergence of information and communica-

tions technology (ICT) , 796Emergent outcomes, 781E-money, 22Emotions, 328, 329, 339, 342Enduring involvement with a product/service,

361, 363E-novation, 785Entry threats, 24E-payments, 22E-research, 812E-retailers, 495, 496, 502, 504, 509–511, 516

E-tailing , 433, 434Escape, 358, 363E-supply chain structure, 274Evolution , 433, 434, 447Experience goods, 500Experiential learning, 69Experiments, 510Exploration/curiosity, 357, 363Exposure type, 543

FFabrication, 812Field experiments, 511File exchange and sharing, 760First-mover advantage, 157, 159, 161, 163Five Ages of technological revolution, 790Five forces, 24Flatenners, 798Floating formats, 530Flow, 371Flow experiences, 371, 372Focus attention, 378Forum, 8Freeing up time, 600Freemium, 7Free-riding, 477Frictional costs, 190, 198, 200Fully digital innovation cycle, 785Functional perspective, 568

GGDP growth, 19Gender, 337Global development teams (GDTs), 214Global economy, 786Globalization, 798Goals, 591, 592Goals for e-HRM use, 591Goods-dominant (G-D) logic, 769Good value for money/economic utility, 353Google, Facebook, and amazon, 58Grid computing, 9Group-learning, 57Guidelines, 707–710, 716, 720–723, 729

HHang out, 359Headcount, 595, 596Hedonic, 348–351, 356, 358, 359, 362–364Hedonic motivation categories, 347Hedonic motivations, 348

Index 1007

Home environment, 355HR headcount, 595, 596, 602HR information systems (HRIS), 590HR service delivery, 597, 601Human subjects, 511Hyperdifferentiation, 6

IIDIC, 770Incomplete information, 736Indeterminate design outcome, 781Indirect exchange, 774Inflation, 20, 21Informational asymmetries, 35Information and communications technology

(ICT), 794Information gatekeeper, 508Information goods, 214Information intermediaries, 509Information processing, 567Information products, 163Information revolution, 791Information systems outsourcing (ISO), 688Information technologies, 109–112, 126, 633,

635, 642Infrastructures, 791INKASS system, 744Innovation, 7, 9, 12, 785Innovation principles, 791Innovation sensemaking, 785Insecurity, 880Integrated formats, 529Integrated marketing communications (IMC),

523Integrated multi-channel systems, 480Integrating multiple marketing channels, 475Integration, 482Interaction orientation, 755Interactive medium, 7Interactivity, 379, 525, 535Inter-media synergy, 536International, 512, 514International business, 841International trade, 20Internet, 213, 489, 491, 794Internet of things, 12Internet shoppers, 474Internet’s pervasiveness, 524Interstate trade, 23Interstitials, 530Intrinsic enjoyment, 358, 363Intrusive, 578

Intrusiveness, 565, 566, 569, 571–578, 581,583

Involvement, 325, 328, 332, 333, 383Irritating, 578IS design methods, 783IT competence, 110, 112, 126, 130IT resources, 109, 111, 113, 115, 117–120,

126–128, 130, 131IT-enabled relationship marketing, 771

KKeyword search, 11Knowledge comparison function, 742, 746Knowledge comparison, 741Knowledge equivalence, 739, 741Knowledge management, 735, 736Knowledge management metrics, 740Knowledge marketplaces, 735, 736Knowledge quality, 740Knowledge repositories, 735, 736Knowledge value measurement, 738Kondratiev waves, 789

LLack of sociability, 355Late bidding, 511Late-mover advantages, 180Law of one price, 491, 499Learning, 380Life cycle, 483Literature review, 347, 525, 644, 646Literature review on on-line advertising, 525Long wave theory, 59

MManaging a multi-channel marketing system,

469Managing multiple marketing channels, 471Many (firms) to many (customers) model, 781Many-to-many, 779Mapping, 785Market demand environment, 484Marketer’s selling process, 482Market friction, 489, 502, 503, 508, 516Market research, 841Market segmentation, 472Market segments, 473, 482Market structure, 503Marketing channels, 468Marketing channel service outputs, 483

1008 Index

Market-making, 9Market-making models, 10Marketplaces, 5Marketspaces, 5Mash-ups, 760Mass customization, 10M-commerce, 8, 10, 13MCRs, 492, 496, 515Measures of significance, 744Measuring the value of knowledge, 746Menu costs, 21, 496Metropolis systems, 783MMORPGs, 854Mobile, 796Mobile internet, 936–938, 940Mobile phones, 796Mobile services, 935–941, 943, 953Monetary policy, 20Monetized search, 11Most-favored customer (MFC), 506Multi-channel shoppers, 473Multiple channels, 481Multiple marketing channels, 469

NName-your-own price (NYOP), 511Narrowcasting, 7Negative attitudes, 577Neo-schumpeterian, 785Netnography, 848Network effects, 27, 83, 86–90, 93, 95, 96,

101, 102Network externalities, 24, 165Network innovation, 841Networks, 810Networks of networks, 774Network-with-network, 779New economy, 796New product development, 213Next-generation ECRM systems, 782Non-contractual switching costs, 178Nonprofit, 41Normative, 62

OObfuscation, 38Obfuscation strategies, 509Objective metrics, 739Online advertising, 523, 525Online auctions, 491, 495, 506Online concept testing, 212

Online consumption, 347Online financial press releases , 957Online identity, 889, 890Online strategy , 907Open innovation, 7, 213Open-source, 800Open-source software, 10Operant resources, 774Operational, 594, 602Operationalization, 810Options for managing, 476Organizational information systems, 746Organizational learning , 139, 146Outcomes of e-HRM, 591Outsourcing, 39, 41

PPage structure, 541Pass time, 363Patronage intentions, 479Payment services, 363Perceived advertising intrusiveness, 566Perceived enjoyment, 381Perceived intrusiveness, 536, 538, 566Perceived lack of control, 566Perceived playfulness, 381Perceived usefulness, 384Perception of control, 377Performance, 472, 479, 480Personal health records, 13Personality, 328, 335Pervasive utility, 798Physical characteristics of banners, 538Platform, 785Platform leadership, 797Podcasts, 760Pop-under, 530Pop-up, 530Pop-up blockers, 530Pop-up killers, 530Post-positive , 606, 610, 619Power of buyers, 33Power of suppliers, 30Price discrimination, 5, 502, 506, 508, 514Price dispersions, 21, 188–192, 194, 198, 199,

489–491, 499, 500, 502, 504, 510, 515Price level, 21Prices, 21, 22Pricing mechanisms, 495Pricing strategies, 489–491, 512, 515, 516Privacy, 865, 866, 871, 873, 874, 878–883,

885

Index 1009

Process specialists, 5Product differentiation, 34, 489, 491, 502, 504,

508–510, 516Product innovation, 212, 215Productivity, 18, 19Productivity paradox, 18Product recommendation agents, 404Psychological reactance, 568Publicity, 547

QQualitative research, 841Qualitative study, 347Quality of HR service delivery, 597

RRecommendation agents, 403, 404Recommendation systems, 10Recommenders, 10Recommender systems, 5Reduction in the costs, 595Reflection, 57Reintermediation, 33Relational, 602Relationships, 6, 773Relaxation, 359, 363Representative subset, 742, 746Resource integrators, 774Resource-based view (RBV), 237, 238, 591Review of the literature, 565Review sites, 762Rivalry among existing competitors, 39Rivalry among existing firms, 25Roadmapping, 785Roadmaps, 808Role of the HR function, 599Role shopping, 361, 363

SSales taxes, 23Satisfaction, 479Scenario, 806Scenario planning, 806SCRM design, 782SCRM metrics, 781Search behaviors, 544Search cost, 38Search goods, 500Security, 865, 873–878, 880–885Selective attention theory, 568Self-expression, 360, 363

Self-service technology, 590Semantic calculus, 735Semantic web, 796Sensation seeking/entertainment, 357, 363Sensemaking, 785Sensor networks, 12Service delivery, 591, 597–599, 602Service economies, 774Service ecosystem, 781Service outputs, 472Service quality, 936–944, 953, 954Service-dominant (S-D) logic, 769, 785Service-dominant logic perspective, 785Services, 773, 774Set theory, 735Shipping and handling, 505Shopbots, 496, 502, 504, 509Shopping convenience/accessibility/efficiency,

352Showrooming, 477Signaling theory, 902Size and shape, 539Smartphones, 796Social computing, 796Social customer relationship management

(SCRM), 768, 770Social customers, 768Social epoch, 799Social exchange, 846Social graph search, 11Socialize, 363Social media, 212, 637, 648, 801Social networking, 755, 762Social networks, 6, 7, 11Social network sites, 523Social shopping, 360Spatial preemption, 174Sponsored co-creation, 7Stakeholders, 872, 876–878, 881, 882, 884Standard, 721Standard deviation, 499Standardization, 707, 723Standardized, 718Standards, 707–709, 716, 720, 729, 730Strategic, 599, 601Strategic information systems planning (SISP),

57Strategic flexibility , 140, 141Strategic nature of HR, 601Strategic nature of the HR function, 600Strategic options, 13Strategic orientation of the HR function, 591,

592Strategic reconfiguration, 5

1010 Index

Strategic role, 601, 602Strategic role for HR, 599, 602Strategy, 62Strategy processes, 63Structural perspective, 567Sunk costs, 28Suppliers power, 25Supply chain management, 237, 239, 240, 243Supply-chain linkage, 5Switching costs, 32, 37, 38, 83, 87, 88, 93, 95,

97, 98, 101–103, 169

TTagging, 760Target market segments, 473Technical revolutions, 60, 61Techno economic paradigm, 788, 789Technological development, 59Technological revolutions, 787Technology-organization-environment (TOE),

689Telepresence, 380Theoretical delimitation, 347Theoretical proposal, 347Theory of knowledge measurement, 735, 741,

746Threat of entry, 25Threat of substitutes, 36, 38Threats from substitutes, 25Time distortion, 378Total factor productivity (TFP), 18, 19Touch points, 781Transactional, 594Transaction data, 503, 505, 514Transactions costs, 20Transformational, 599Transformational effects, 602Transitional formats, 530Triple convergence, 798Trust, 480Two-sided markets, 86, 89–91, 93

UUbiquitous, 798Ultra large-scale systems, 783Universal telecommunications network, 9User generated content, 801User-added value, 757Uses and gratifications theory, 569Users characteristics, 544

Utilitarian, 347–354, 356, 362–364Utilitarian motivation categories, 347Utilitarian motivations, 348Utility computing, 9Utilizes multiple marketing, 476

VValue-added, 778Value (co)creating activities, 775Value co-creation, 775, 778Value configuration, 781Value creation, 774Value in-use, 781Value of knowledge, 739Value propositions, 774Vertical competition, 477Vertical disintegration, 32, 33Vertical hubs, 29Vertical integration, 508Vertical restraints, 28Vertical supply chain integration (VSCI), 31,

32Viral marketing, 772Virtual communities, 11Virtual global development teams (virtual

GDTs), 214, 215Virtual HR, 591Virtual product teams, 215Virtual teams, 214Visual appeal, 363Visual attraction, 356, 363Visualisation, 785Visual issues management, 214Voxels, 814

WWeb 2.0, 770, 786Web-2.0-4-factors-model, 755Web atmospherics, 328, 340Web position, 541Website quality, 890, 893–896Wikis, 760Word of mouth (WOM), 212, 768World wide web, 814

YYield management, 5

Index 1011

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