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[email protected] Reason: I attest to the accuracy and integrity of this document Date: 2005.04.21 12:21:19 +08'00' E-Commerce and M-Commerce Technologies P. Candace Deans University of Richmond, USA IRM Press Publisher of innovative scholarly and professional information technology titles in the cyberage Hershey • London • Melbourne • Singapore Acquisitions Editor: Senior Managing Editor: Managing Editor: Development Editor: Copy Editor: Typesetter: Cover Design: Printed at: Mehdi Khosrow-Pour Jan Travers Amanda Appicello Michele Rossi Ingrid Widitz Amanda Appicello Lisa Tosheff Integrated Book Technology Published in the United States of America by IRM Press (an imprint of Idea Group Inc.) 701 E. Chocolate Avenue, Suite 200 Hershey PA 17033-1240 Tel: 717-533-8845 Fax: 717-533-8661 E-mail:
[email protected] Web site: http://www.irm-press.com and in the United Kingdom by IRM Press (an imprint of Idea Group Inc.) 3 Henrietta Street Covent Garden London WC2E 8LU Tel: 44 20 7240 0856 Fax: 44 20 7379 3313 Web site: http://www.eurospan.co.uk Copyright © 2005 by IRM Press. All rights reserved. No part of this book may be reproduced in any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher. Library of Congress Cataloging-in-Publication Data E-commerce and M-commerce technologies / P. Candace Deans, editor. p. cm. Includes bibliographical references and index. ISBN 1-59140-239-5 (pbk.) -- ISBN 1-59140-566-1 (hardcover) -- ISBN 1-59140-240-9 (ebook) 1. Electronic commerce--Technological innovations. 2. Mobile commerce--Technological innovations. I. Deans, P. Candace. HF5548.32.E18298 2005 658.8'72--dc22 2004003774 British Cataloguing in Publication Data A Cataloguing in Publication record for this book is available from the British Library. The views expressed in this book are those of the authors, but not necessarily of the publisher. E-Commerce and M-Commerce Technologies Table of Contents Preface ....................................................................................................... vi P. Candace Deans, University of Richmond, USA Section I: Customer Relationship Management: Internet and Wireless Channels Chapter I Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions ....... 1 Susy S. Chan, DePaul University, USA Jean Lam, IBM, USA Section II: Wireless Technologies and Mobile Commerce Chapter II Presenting Large and Complex Information Sets on Mobile Handhelds ................................................................................................. 32 B. Karstens, University of Rostock, Germany R. Rosenbaum, University of Rostock, Germany H. Schumann, University of Rostock, Germany Chapter III Mobile Payments (M-Payments) – An Exploratory Study of Emerging Issues and Future Trends ................................................... 57 Melissa Soo Ding, D