Performance measures of net-enabled hypercompetitive industries: the case of tourism

This paper investigates the theory and practise of e-metrics. It examines the tourism sector as one of the most successful sectors on-line and identifies best practice in the industry. Qualitative research with top e-Marketing executives demonstrates the usage and satisfaction levels from current e-metrics deployment, selection of e-metrics for ROI calculation as well as intention of new e-metrics implementation and future trends and developments. This paper concludes that tourism organizations gradually realise the value of e-measurement and are willing to implement e-metrics to enable them evaluate the effectiveness of their planning processes and assess their results against their short and the long term objectives

A new model to support the personalised management of a quality e-commerce service

The paper presents an aiding model to support the management of a high quality e-commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer, it is possible to supply a personalised and high quality service. A segmentation model, based on the "relationship evolution" between users and Web site, is developed. The method permits the provision of a specific service management for each user segment. Finally, some preliminary experimental results for a sport-clothing industry application are described

The Chain of Quality through Integrated Product Development

Today, it is almost impossible to find a manufacturer who has not been significantly influenced by the quality culture, but it is evident that some are doing more to improve their product quality than others are. The so-called "Chain of Quality" through integrated product development is a useful metaphor since it recognises that quality is a continuing topic of attention throughout the product development process and that discrete, quality related activities in the process are inter-linked. Depending upon how the product development process is modelled, the chain can be viewed as open or closed with single or parallel threads. In this paper, the overall purpose of the chain, the nature and identity of its many links and the relationship of the chain to the product development process will be discussed. In so doing, this paper will present an overall picture of important product development strategies and practices that can have a key impact on product quality

Managing suppliers for collection development: the UK higher education perspective

This chapter follows the adoption of the new procurement discipline by academic libraries since the demise of the NBA. It first examines the standard procurement cycle, with particular reference to libraries and book supply. It then discusses library purchasing consortia and their contribution to managing and developing the library market place for books, identifying three phases of operation. It closes with some reflections on the future prospects of collection development. Traditional collection development is seen as being turned on its head – we no longer seek to collect the huge range of works of scholars of all other institutions in order to make them available to the (relatively) small number of our own scholars; instead we collect the works of our own and make them available to all

The 4s web-marketing mix model

This paper reviews the criticism on the 4Ps Marketing Mix framework, the most popular tool of traditional marketing management, and categorizes the main objections of using the model as the foundation of physical marketing. It argues that applying the traditional approach, based on the 4Ps paradigm, is also a poor choice in the case of virtual marketing and identifies two main limitations of the framework in online environments: the drastically diminished role of the Ps and the lack of any strategic elements in the model. Next to identifying the critical factors of the Web marketing, the paper argues that the basis for successful E-Commerce is the full integration of the virtual activities into the company’s physical strategy, marketing plan and organisational processes. The four S elements of the Web-Marketing Mix framework present a sound and functional conceptual basis for designing, developing and commercialising Business-to-Consumer online projects. The model was originally developed for educational purposes and has been tested and refined by means of field projects; two of them are presented as case studies in the paper.\ud \u

Feasibility of Warehouse Drone Adoption and Implementation

While aerial delivery drones capture headlines, the pace of adoption of drones in warehouses has shown the greatest acceleration. Warehousing constitutes 30% of the cost of logistics in the US. The rise of e-commerce, greater customer service demands of retail stores, and a shortage of skilled labor have intensified competition for efficient warehouse operations. This takes place during an era of shortening technology life cycles. This paper integrates several theoretical perspectives on technology diffusion and adoption to propose a framework to inform supply chain decision-makers on when to invest in new robotics technology

A Case Study Of E-Supply Chain & Business Process Reengineering Of A Semiconductor Company In Malaysia

Penglibatan e-perniagaan dalam rantaian bekalan telah mewujudkan e-rantaian bekalan yang baru (e-SC) di firma-firma tempatan dan global. Due to globalization and advancement in information technology (IT), companies adopt best practices in e-business and supply chain management to be globally competitive as both are realities and prospects in 21st century

The Effect of Members' Satisfaction with a Virtual Community on Member Participation

The authors develop a four-dimensional scale to measure members'satisfaction with virtual communities. The dimensions consist ofmembers' satisfaction with member-member interactions,organizer-member interactions, organizer-community interactions, andthe community's site. Using a sample of 3605 members of a virtualcommunity the authors investigate the effect of each satisfactiondimension on member participation and the moderating effect ofmembership length on the links between the satisfaction dimensions andmember particip ation. The results reveal that satisfaction withmember-member interactions, organizer-member interactions and thecommunity's site have positive effects on member participation.Satisfaction with organizer-community interactions has no effect onmember participation. The findings also show that the linkages betweenthe satisfaction dimensions and member participation are moderated bymembership length.satisfaction;internet;virtual community;consumers;relationship age