Beneton 469
Benjamin, R. 54, 242
Bentley (case study) 262
Berners-Lee, T. 26, 29
Berryman, K. 238
Berthon, P. 62–3, 80, 349, 352
Bettman, J. 78
Bevan, N. 323
Bickerton, P. 234
bid 235, 515
Bitner, M. 78
Blackwell’s Bookshop 466
Blenkhorn, D.L. 502
blog 10, 387, 515
bluejacking 124, 515
blueprints 319, 515
bluetooth 124, 515
BMRB 70, 74
Boo.com (case study) 141–4
Booms, B. 78
Boots 291–2
Booz Allen Hamilton 99
Bourne, M. 420
brand 224, 516
brand building 51
brand-building site 15
brand equity 225, 516
brand experience 225
brand identity 226–9, 516
changing 227–9
brand knowledge 230
brand loyalty 182
branding 224, 516
and Internet 224–9
branding metrics 368
BrandNewWorld 66, 229, 230, 373–4
Branthwaite, A. 355–6
Breitenbach, C, 80
bricks and clicks 464
bricks and morter 191, 516
British Airways 187
case study 189–90
British Gas 187
broad navigation 328–30
broadband technology 516
brochureware 162, 516
brochureware site 16
Broderick, D. 357
broker see media broker
browser-based measurement 429, 431
browser see web browser
Brynjolfsson, E. 223–4, 486
BSI 312
bundling 219
Burnett, J. 243
business-to-business (B2B) 12–14, 485, 516
commercial exchanges in 493–501
electronic market place 493–5internet technology, use of 495–501
online communications 496–8
digital marketing strategies 504–6
electronic markets 494
growth, volume and dispersion of 494–5
environment analysis 486–93
internal analysis 490–3
macro-environment 487–8
micro-environment 489
trading relationships 501–4
business process 502
buying function 502–3
trading partnerships 503–4
business effectiveness, assessing 161
business models 59–61, 179, 516
business process in B2B 502
business services, online demand 72–3
business strategies 179–80
business-to-business exchanges or marketplaces 48,
516
business-to-consumer (B2C) 12–14, 452–3, 516
electronic retailing 462–79
failures 188
online customers 453–62
online purchasing process (case study) 456–7
business-to-government (B2G) 13
Business Week 22
Butler, S. 471
buy-in 154
buy-side e-commerce 11, 516
buyer behaviour 7–8
online 74–84
buyer-controlled sites 57
buyers, bargaining power 47–8
BuyerZone,com 498
buying function in B2B 502–3
buying group in B2B 502call centre 516
callback service 245, 363, 516
campaign-based e-communications 197, 516
campaign management in CRM 264
campaign response mechanics 362–3
campaign-specific communications objectives 366
campaign URL (CURL) 363, 516
capability maturity model of e-commerce 164–5
card sorting 319, 516
Carrefour 469
Cartellieri, C. 392
case studies
Amazon metrics 441–6
Bentley 262
Boo.com 141–4
British Airways 189–90
Cisco 498
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