INMA_A01.QXD

INDEX

Web site (continued)

availability 529

creation and maintenance 244

map 318, 319, 529

measurement 532

owner 306

promotion 244

re-launch 529

sponsors 306

standards 439

statistics 529

‘stickiness’ 529

visit 529

visitor activity data 424–5, 529

web site design

and build plan 157

design phase 322, 519

evaluating designs 323–4

navigation schemes 327–8, 529

service quality 335–43

assurance 338

customer satisfaction and loyalty 339–41

empathy 338–9

reliability 337

responsiveness 337

tangibles 336

structure diagrams 319–20

template 438, 529

web site designer 306

web site development 532

availability of 311

competitors’, reviewing 317–18

content developer 306

content development and testing 334–5

designer 306

development 305–6

domain name registration 309–10

ISP, selecting 310–11

owner 306

performance of 310–11

planning design 304–9

project initiation 309–12

project manager 306

prototyping 308–9

sponsors 306

stakeholders 307

team profiles for 306–8

user experience, designing 322–34

users’ requirements, researching 312–22

webmaster 306–7

web site structure 324–34

content design 332–4

graphic design 326–7

menu options 331–2

navigation schemes 327–30

organisation 327

page design 332

personality 325–6

style 325

webmaster 306–7, 532

Website Accessibility Initiative 315

Webster, F.E. 502

Weigand, R. 54, 242

Weitz, B.A. 464, 465

West, D. 261

WH Smith 219

Wheeler, J. 302

Whiteman, N. 390

Wi-Fi (wireless fidelity) 123, 533

wide area information service (WAIS) 533

William Hill 140

Wilmhurst, J. 244

Wilson, H. 9, 21, 56, 189, 195, 205, 219, 238

Wind, Y. 502

wireframe 320–2, 533

wireless access 120–1

Wireless Mark-up Language (WML) 533

Wisner, J. 419, 420

Wodtke, C. 321

Wolfe, D.B. 259

Wolfinbarger, M. 460

Wood, S. 322

word of mouth advertising 373

word of mouth communication 400–1

World Wide Web 27, 533

uses of 78

World Wide Web Consortium 315

Wrigley, N. 503

Wurster, T. 239, 354, 485, 494–5

XML (eXtensible Markup Language) 29, 533

Yahoo! 21, 60, 225

Zeff, R. 392, 395

Zeithaml, V. 336

Zilliant 234

Zipf’s law 223

Zopa (case study) 90–2

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