SAP Portals 501
Sargeant, A. 261
Sarkar, M. 87, 240
satisficing behaviour 232, 528
saturation of the Internet 528
scenario analysis 75–7
scenario-based design 168, 314, 528
scenario of use 528
Schefter, P. 257, 340
Schramm, W. 353, 469
Schultz, D. 354
Schultz, H. 354
SciVisum 311
scope notes 330
scripts 528
search engine listing 528
search engine optimisation (SEO) 376, 406, 528
strengths and weaknesses 406
search engine ranking 529
search engines 87, 528
and customer behaviour 374–5
keyphrase analysis 378–9
marketing by 373–84
ranking, improving 379–81
registration 377–8
results pages 377
search portal 90
secret-key encryption 132
secure electronic transaction (SET) 134, 529
secure HTTP 529
secure sockets layer (SSL) 133, 529
security methods 131–6, 529
authentication of contracts 115
for Internet customers 457
principles of 131–2
seeding 529
segmentation 180, 529
by price 234
selective opt-in 269
selective targeting in B2B 503
sell-side e-commerce 11, 529
seller-controlled sites 57
sellers, bargaining power 48
sense and respond communications 22, 258, 529
sense in lifetime value modelling 282
server-based measurement 429, 431
server log file see online web metrics
servers, dedicated 311
service quality 335–43, 529
assurance 338
customer satisfaction and loyalty 339–41
empathy 338–9
reliability 337
responsiveness 337
tangibles 336
services-oriented relationship-building site 15, 51serving 529
session cookie 109, 529
7S model 197–8
Seybold, P. 24, 75
shallow navigation 328–9
share of search 68, 529
share of voice 477, 529
Sharma, A. 258
Shaw, J.T. 488
Shaw, R. 259
Sheth, J. 258
shopping bots 466
short message service (SMS) 121–3, 529
applications 122–3
case study 123
regulations on 107
simple navigation schemes 328
Sissors, J. 396
site measurement see web site; measurement
site see web site
sitemapping tools 529
situation analysis 42
situation review 160–8
external audit/analysis 165–8
internal audit/analysis 160–5
Sivakumar, K. 327
SLEPT factors 98
small and meduim enterprises (SMEs) 138, 469
channel conflicts 241
SMART metrics 363, 530
SMART objectives 170–2, 363
smartcards 530
Smile Internet bank 178
Smith, B. 159
Smith, D. 327
Smith, P.R. 9, 14, 262
on interactive marketing 365–6, 400, 401
on Internet marketing strategy 161, 169
on marketing mix 217, 219, 245
on online customer experience 333, 338
Smith, S. 302
social environment of B2B marketing 488
social exclusion 100, 530
social factors 99–100
social presence 353
soft launch 309
soft lock-in 47, 530
software agents see agents
Solar Turbines 495
Sorce, P. 453
spam 106, 530
spamming 530
Sparks, L. 470
Sparrow 114
Sparrow, A. 503
specific offline advertising 371, 530INDEXINMA_Z02.QXD 17/5/06 4:25 pm Page 547