TLFeBOOK
Managing Business in a Multi-Channel World: Success Factors for E-Business
Timo Saarinen Helsinki School of Economics, Finland Markku Tinnilä Helsinki School of Economics, Finland Anne Tseng Helsinki School of Economics, Finland
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[email protected] Web site: http://www.idea-group.com and in the United Kingdom by Idea Group Publishing (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 © 2006 by Idea Group Inc. All rights reserved. No part of this book may be reproduced, stored or distributed in any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher. Product or company names used in this book are for identification purposes only. Inclusion of the names of the products or companies does not indicate a claim of ownership by IGI of the trademark or registered trademark. Library of Congress Cataloging-in-Publication Data Managing business in a multi-channel world : success factors for E-business / Timo Saarinen, Markku Tinnilä and Anne Tseng, editor. p. cm. Summary: "This book is designed to address the concerns of existing companies who wish to succeed in the new multi-channel environment as it develops and becomes commonplace"--Provided by publisher. Includes bibliographical references and index. ISBN 1-59140-629-3 (hard cover) -- ISBN 1-59140-630-7 (soft cover) -- ISBN 1-59140-631-5 (ebook) 1. Electronic commerce--Management. 2. Technological innovations--Management. 3. Information technology--Management. I. Saarinen, Timo. II. Tinnilä, Markku. III. Tseng, Anne. HF5548.32.M354 2005 658.8'72--dc22 2005004541 British Cataloguing in Publication Data A Cataloguing in Publication record for this book is available from the British Library. All work contributed to this book is new, previously-unpublished material. The views expressed in this book are those of the authors, but not necessarily of the publisher.
Managing Business in a Multi-Channel World: Success Factors for E-Business
Table of Contents
Preface ............................................................................................................ vii SECTION I. MULTI-CHANNEL PERSPECTIVES Chapter I. Introduction: Toward Seamless Multi-Channel Services ...............................................