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656
house list 435, 656
HSBC 155
case study 439
Hsieh, T. 71, 443–5
Hughes, J. 285–6
Hughes, S. 185
human resources
in digital business strategy 197–8
requirements in change management
490–4
outsourcing 492–4
staff retention 492
Human-centred Design Processes for
Interactive Systems 543
hype cycle 166–7, 656
IBF 266, 306
IBM 533
IDC Research 277, 504
identity theft 139, 656
IFO-Basware 31`1, 301
impact assessment of monitoring
activities 582, 656
implementation phase 598, 656
inbound email marketing 431, 656
inbound logistics 263
inbound marketing 6–7, 331, 656
incremental change 478, 656
independence of location 363
individualisation in digital marketing
360–1
indoor kiosk apps 85
industry restructuring in digital
marketing 363
influencers
analysis in digital marketing 343–4
in marketplace 50–1
types 57–8
information architechure in website
design 550–5, 656
blueprints 552, 553
card sorting 552
cascading style sheets (CSS) 555
plate template 555
storyboarding 554
wireframes 552, 554–5
information asset register (IAR) 576,
656
information asymmetry 275, 656
information security, 656
management of 576
policy 576
information service use, controlling 579
information supply chain 275, 656
infrastructure as a service (IaaS) 96, 656
initiation of digital business system
487, 656
innovation
at Dell Computer 227–8
at Google 121–2
in valuation of online start-up
companies 67
innovative business models 57
Institute of Logistics and
Trandportation 263
integration
in digital marketing 361–3
of interactive communications in
CRM 407
intellectual property rights 130, 153,
656
protection of 153
intelligence in digital marketing 359–60
interactive advertising 21, 428–31
interactive communications in CRM
405–7
integration 407
intermediaries 406–7
media, changes in 406
monologue to dialogue 405
from one-to-many 405–6
push to pull 405
interactive signage 85
interactivity 405, 656
in digital marketing 358–9
intermediaries, 657
analysis in digital marketing 343–4
in interactive communications in
CRM 406–7
in online marketplace 50–1, 59
types 57–8
search engines 49–50
internal communications in
E-government 28
internal email, minimising 585–6
internal knowledge management 230
internal marketing audit 344
internal value chain in SCM 266
restructuring 267–8
internet 4, 657
advertising on 154
five competitive forces, impact on
200
usage issues 154–5
Internet Corporation for Assigned
Names and Numbers
(ICANN) 118
Internet Engineering Task Force 119
internet governance 116–22, 164, 657
companies influencing 119–20
net neutrality principle 117
open-source software 120–1
organisations 118–19
internet marketing metrics 622, 657
Internet Media in Retail Group 154
Internet of Things 280
internet protocol television (IPTV) 113
internet pureplay 66
Internet Retailer 642–6
Internet Retailing 248
internet revenue contribution 211
internet service providers (ISPs) 89–90,
657
connection methods 103–6
availability 105–6
security 106
speed of access 103–5
Internet Society 119
internet technology 89–90
internet TV (IPTV) 113
internet-based market research 633
interruption marketing 395, 657
interstitial ads 430, 657
intranet 15, 657
intranet applications 107–9
cost cutting 107–9
encouraging use of 112
Intranet Benchmarking Forum (IBF)
107–9
intranets 15–17
inventory turnover 251, 657
i-to-i TEFL (case study) 570–2
Jackson, S. 398
Jacobsen, I. 544
Janda, S. 542
Janssen-Cilag Australia (case study)
507–9
Jaworski, B. 34
Jay, K.E. 499
Jeffcoate, J. 234
Jelassi, T. 189–90, 191, 193, 203, 204
Jenkins, D. 254
Jesson, B. 470
Jevons, C. 161–2, 378, 443
Joachimsthaler, E. 224, 379, 380
Z02_CHAF6542_06_SE_IDX.indd 673
7/22/14 1:31 AM
674
Index
Johnson, E. 371
Johnson, G. 184, 189–90
Johnson, M. 316
Jones, D. 268–9
Jones, L. 319
Jones, T. 437
Jonsson, P. 270
Jorgensen, P.C. 615–16
Jun, M. 447
just-in-time (JIT) 264
Kalakota, R. 13, 192, 268, 299
Kambil, A. 57
Kampas, P. 89
Kaplan, R.S. 216
Kaplan, S. 318–19
Karibian, G. 450
Katz, M. 160
Kaushik, A. 599–601
Keiningham, T. 404
Kesh, S. 589
key partners in e-commerce 60
key performance indicators 210–11
keyphrase (keyword phrase) 411, 657
Kickstarter (case study) 250–1
Kim, P. 510
Kirby, J. 435
Kirby, K. 404
Kjellsdotter, L. 270
Klein, L. 159, 194, 264, 367, 371
Kluge, J. 308
KM Column 112
Knight, K. 565
knowledge 502, 657
defined 502–3
management of 501–9, 657
collaborative approaches 507
implementation of 504–5
knowledge, defined 502–3
objectives 503–4
technologies for 505–6
Knudsen, D. 304
Koch, O. 317
Kotler, P. 401, 623
Kraut, R. 272
Kumar, N. 207, 211
Kumar, V. 388, 404
Lancaster, A. 542
Lautenborn, R. 364
Law of Common Name 380
Law of the Proper Name 380
Lawson, M. 519–21
Leander, K. 234–7
Lecinski, J. 6
Legner, C, 254, 275
Leonard, S. 621
Levine, R. 418
Levy, M. 194
Lewin, K. 498
Lewis, H. 400
Lewis, M. 51
Lewis, R. 400
life cycle stage segmentation 355
lifetime value (LTV) 442, 448, 657
Line56 317
link anchor text 411, 657
link-building 417, 657
live environments for digital business
systems 609
local markets (case study) 570–2
localisation 159, 657
location, independence of 363
location-based marketing 83, 84–5, 657
log-file analyser 629, 633–4, 657
logistics management (materials
requirement planning (MRP)
and just-in-time (JIT)) 264,
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