A01 chaf6542 06 se fm indd

Z

Zero Moment of Truth (ZMOT) 

A summary of 

today’s multichannel consumer decision making for 

product purchase where they search, review ratings, styles, 

prices comments on social media before visiting a retailer.

Z01_CHAF6542_06_SE_GLOS.indd   665

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Aaker, D. 224, 379, 380

AB testing 635–6, 650

ABC electronic 631

Abraham, M. 429

acceptable-use policy 580, 650

accessibility in website design 567–70, 

650

accessibility legislation 151–2, 568, 650

accessibility support 604

acquisition method 602, 650

actions in digital marketing planning 

381–2

activities in e-commerce 60

activity-based process definition 

methods 522, 650

ad serving 429, 650

Adams, C. 622, 624

adaptive mobile website design 567,