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ISSN 0268-6902 Managerial Auditing Journal Volume 18 Number 3 2003 Accountability and the Internet Guest Editors: David Crowther and Lez Rayman-Bacchus Contents 158 Access this journal online 159 Abstracts & keywords 254 Strategizing networks of power and influence: the Internet and the struggle over contested space 162 Guest editorial Steve Conway, Ian Combe and David Crowther David Crowther and Lez Rayman-Bacchus 166 Social audit and accountability in IT management Branka Mraovic´ 180 Contextualising corporate governance Lez Rayman-Bacchus 193 Strategy, accountability, e-commerce and the consumer Ruth Murphy and Margaret Bruce 202 A critical appraisal of customer satisfaction and e-commerce Chia Chi Lin 213 E-CRM: customer relationship marketing in the hotel industry Diana Luck and Geoff Lancaster 232 Stakeholder communication and the Internet in UK electricity companies Stuart Martin Cooper 244 Audit and control of the use of the Internet for learning and teaching: issues for stakeholders in higher education Martin John Broad, Marian Matthews and Kerry Shephard Access this journal electronically The current and past volumes of this journal are available at www.emeraldinsight.com/ft You can access over 100 additional Emerald journals, each with a comprehensive searchable archive of articles (many dating back to 1989), a detailed classification system and links to referenced material. See page following Contents for full details of what your access includes. www.emeraldinsight.com/maj.htm As a subscriber to this journal, you can benefit from instant, electronic access to the content of this title. Your access includes a variety of features that increase the value of your journal subscription. Automatic permission to make up to 25 copies of individual articles This facility can be used for teaching purposes, training courses, meetings or seminars. This only applies to articles of which Emerald owns copyright. For further details visit www.emeraldinsight.com/copyright How to access this journal electronically To benefit from electronic access to this journal you first need to register on the Internet. Registration is simple and full instructions are available online at www.emeraldinsight.com/register Once completed, your institution will have instant access to the journal content from www.emeraldinsight.com or via the journal homepage www.emeraldinsight.com/maj.htm Our liberal institution-wide licence allows everyone within your institution to access your journal electronically, thus making your subscription more cost-effective. Our Web site has been designed to provide you with a comprehensive, simple system that needs only minimum administration. Access is available via IP authentication or username and password. Key features of Emerald electronic journals Online Publishing and Archiving You can gain access to past volumes as well as new material from this journal on the Internet via Emerald Fulltext. You can browse or search the database for relevant articles. Key Reading This feature provides abstracts of articles chosen by the journal editor on the basis of their subject-matter. These are selected to provide readers with current awareness of interesting articles from other publications within the same field. Reference Linking Direct links are provided from the journal article references to abstracts of the most influential articles cited (where possible this is to the full text of the article). E-mail an Article This facility allows you to e-mail relevant and interesting articles in PDF format to another PC for later use, reference or printing purposes. Additional Complementary Services Available Your access includes a variety of features that add to the f