Preface ...................................................... vii
Chapter I
Managing Online Customer Service Operations ..................... 1
David Barnes, Royal Holloway, University of London, UK
Matthew Hinton, Open University Business School, UK
Chapter II
Firm Value Effects of Web Site Redesign ........................ 20
Raquel Benbunan-Fich, Baruch College, CUNY, USA
Eliezer M. Fich, Drexel University, USA
Chapter III
Jurisdiction in B2C E-Commerce Dispute within European
Union .......................................................... 42
Ong Chin Eang, Monash University, Malaysia
Chapter IV
Failures of B2C Retailing: A Services Industry View ............ 60
Anil M. Pandya, Northeastern Illinois University, USA
Nikhilesh Dholakia, University of Rhode Island, USA
Chapter V
Inducing Online Trust in E-Commerce: Empirical Investigations
on Web Design Factors .......................................... 74
Ye Diana Wang, George Mason University, USA
Henry H. Emurian, University of Maryland, Baltimore
County (UMBC), USA
Chapter VI
Public Perception—A Newspaper Medium Perspective: E-Commerce
in Australian Manufacturing (Revisited) ....................... 101
Jing Gao, University of South Australia, Australia
Chapter VII
Netrepreneur Simulation: The Development of Realism in
Virtual E-Entrepreneurship Learning ........................... 136
Salim Jiwa, The Manchester Metropolitan University, UK
Dawn Lavelle, University of the Arts London, UK
Arjun Rose, University of the Arts London, UK
Chapter VIII
Conceptualizing Failed B2C Dotcoms as Innovation
Failures ...................................................... 168
Anil M. Pandya, Northeastern Illinois University, USA
Nikhilesh Dholakia, University of Rhode Island, USA
Chapter IX
Implementation of Privacy Protection Policies: An Empirical
Perspective ................................................... 187
Noushin Ashrafi, University of Massachusetts, USA
Jean-Pierre Kuilboer, University of Massachusetts, USA
Chapter X
Design Considerations in the Development of an Online
Course in E-Business .......................................... 205
Wing Lam, U21 Global, Singapore
Chapter XI
E-Recruiting System Development and Architecture .............. 234
In Lee, Western Illinois University, USA
Chapter XII
Lessons Learned from EDI and Its Impact on Institutional
Trust in Electronic Marketplaces .............................. 258
Pauline Ratnasingam, University of Central Missouri, USA
David Gefen, Drexel University, USA
Paul A. Pavlou, University of California, Riverside, USA
Chapter XIII
Digital Watermarking and Its Impact on Intellectual
Property Limitation for the Digital Age ....................... 275
Tino Jahnke, University of Cooperative Education
Heidenheim, Germany
Juergen Seitz, University of Cooperative Education
Heidenheim, Germany
Chapter XIV
Framework for User Perception of Effective E-Tail Web Sites ... 288
Sang M. Lee, University of Nebraska-Lincoln, USA
Pairin Katerattanakul, Western Michigan University, USA
Soongoo Hong, Dong-A University, Korea
Chapter XV
E-Commerce Education in China: Driving Forces, Status, and
Strategies .................................................... 313
Xianfeng Zhang, Xi'an Jiaotong University, China
Qi Li, Xi'an Jiaotong University, China
Zhangxi Lin, Texas Tech University, USA
About the Editor .............................................. 334
About the Authors ............................................. 335
Index ......................................................... 343
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