Index - COPYRIGHTED MATERIAL

IndexIndex

AAaker, David, 314ABC classifi cation, 43–44ABC.com, 444Abdullah, A., 786Aberdeen Group, 63Ability, 281Abrahms, Douglas, 344Absorptive capacity, 706, 711Abstract trust, 717–718, 721Academic marketing research, 532Accounting Regulatory Committee (ARC), 750, 755Accounting standards, 745–755Accuracy:

of information, 46of secondary data, 534–535

ACD (automatic call distributor), 111Acer, 798Achenbaum, A., 314Achievement, 716, 721Acorn grinding, 310Acquisitions:

defi ned, 711and technology sourcing, 704–706, 708

ACSI (American Customer Satisfaction Index), 402Action:

in performance management, 729–731in strategic management, 808–809

Action-driven decision making, 806Active collaborative fi ltering, 478Active tags, 224, 229Active Worlds, 343Activists, 510–511Actors (smart cards), 249Adams, R. M., 596Adaptability, 209Adaptation:

in performance management, 730of relationships, 29

Adaptive experimentation, 364Adaptive personalization systems, 477–478, 480–481Added value, 146–147Addressability, 385Adelson, Sheldon, 356Ad hoc research, 368Adidam, P., 466Adler, P. S., 141Administrative structure, 851, 852, 860Adoption of an innovation, 595–596, 598Advanced planning and scheduling (APS), 24, 26Advanced Research Projects Agency (ARPA), 585, 596Advanced Research Projects Agency Network

(ARPANET), 586, 588Advergames, 505Adversarial relationships, 31Adverse selection, 705, 708, 710, 711

Advertising:defi ned, 460location-based, 492, 495marketing communication in, 451–455

online formats and vehicles, 453–454performance metrics, 454–455pricing models, 454spending for various media, 452–453

search, 503with sponsorships, 453, 454, 505

Advertorials, 453Advocacy web sites, 502Advocatory state, 851, 860Affective relationships, 716, 721Affi nity programs, 503Africa. See also specifi c countries

diffusion of Internet in, 588–590, 595foreign direct investment in, 797internet usage in, 520, 603, 666mobile communications in, 608technology education in, 605telecenters in, 604

Africa Virtual Open Initiative Resource (AVOIR), 608After-sales service, 106–110, 271Age, 775Agency theory, 705Aggarwal, P. K., 108Agglomeration, 614, 625, 687Aggregate data, 150, 157Aggregate fact, 580Aggregate planning, 20, 295–296Aggregation:

in business intelligence, 574with online analytical processing, 578

Agile manufacturing, 134, 142–143Agile supply chains, 126, 127, 129Agility, 126, 128Agnihotri, S., 116Agri-food sectors, 1Ahimsa, 783AHP, see Analytical Hierarchy ProcessAhuja, G., 696AICPA (American Institute of Certifi ed Public

Accountants), 752AIDS, 345Airbus, 73Air cargo, 72, 75–77, 81Air France, 399Air interface (RFID), 235Airline industry, 77, 464Airlines, 82–83, 386Airports, 71, 83Air transport, 152Air travel, 620AJAX, see Asynchronous Javascript and XMLAjax technology, 443, 446

877

bindex.indd 877 12/1/09 10:17:49 AM

COPYRIG

HTED M

ATERIAL

878 INDEX

Albania, 607Alcatel, 699Alexakis, S., 97Algorithms, 360, 546–548Alien Technologies, 222, 233Alignment, 725–728Allen, B., 236Alliances:

in business-to-business marketing, 323in emerging markets, 699and globalization, 691–692, 697and high-tech branding strategies, 432management of, 698–699termination of, 699–700

Allstate Insurance, 396, 401Alptekinolu, A., 161Alternative data sources, 533–535Alternative energy, 361Alternative pricing, 300–302Alternative sources, 19Always-on service, 490, 494Amae, 778, 787Amazon.com, 42, 47, 381, 384, 389, 439, 450, 473Ambrosino, D., 161American Customer Satisfaction Index (ACSI), 402American Express, 221, 635American Family Insurance, 400American Institute of Certifi ed Public Accountants

(AICPA), 752American Marketing Association, 377, 379,

422, 487, 532America Online, 699Amini, M. M., 110Amiri, A., 161AMP Terminals, 79AMR research, 106Amsterdam Orbital Motorway, 154Analects (Confucius), 785Analyses:

business intelligence in, 569of market research information, 375

Analytical Delphi Method (ADM), 177Analytical framework (performance management),

725–726Analytical Hierarchy Process (AHP), 177, 361, 364Analytical Network Process (ANP), 361Analytic decision makers, 658Analytics, 57Anandakrishnan, M., 852Anderson, E. G., 729, 730Anderson, James, 319, 320Anderson, R. E., 417Angie’s List, 400Animal identifi cation, 221ANNs, see Artifi cial neural networksAnonymous group support systems (GSSs), 659ANP (Analytical Network Process), 361Ansari, Asim, 475–476Antecedent conditions, 709–711Anthropological research:

on consumers, 359, 374for e-commerce, 440–441

Anti-collision protocols, 223Antiglobalization movements, 518AOV, see Average order valueA.P. Moller, 78Apache Tomcat, 96APDUs, see Application Protocol Data UnitsAPI, see Application programming interfaceApple Inc., 296, 305, 310, 311, 314, 354, 370, 435, 439, 521Application cryptogram, 259Application delivery, 213Application development, 212Application loading/unloading, 251–252Application programming interface (API), 260,

262, 346, 349Application Protocol Data Units (APDUs), 253, 262Application service providers (ASPs), 17, 26Appropriability, network, 695, 700APS, see Advanced planning and schedulingARC, see Accounting Regulatory CommitteeArda, Y., 97Ariba, 63Ariely, D., 383, 388Aristocratized cultures, 759Ariyachandra, T., 561Arm & Hammer, 357Arms’-length contracting, 30Arms’-length trade, 680, 685–687Armstrong, G., 493Armstrong, Gary, 367, 492Arnold, U., 56ARPA, see Advanced Research Projects AgencyARPANET, see Advanced Research Projects Agency

NetworkARQC (authorization request cryptogram), 259Arrangement stage (distribution network design), 161Art Deco, 313Arthur W. Page Society, 514Artifi cial neural networks (ANNs), 547–548, 553Art Nouveau styles, 313Arts and crafts, 313ASCII, 668Ascription, 716, 721ASEAN, see Association of Southeast Asian NationsAsia. See also specifi c countries

internet usage in, 520, 603mobile communications in, 608telecenters in, 604

Asian crisis (1997-1998), 807, 818–820, 823Asian culture, 770–788

Northeast Asia, 772–782China, 772–776

business etiquette, 775–776economic history, 773family business organizations, 656, 774–775state-owned enterprises, 774

Confucian traditions, 772Japan, 776–779

business etiquette, 779cultural virtues, 778–779economic history, 776keiretsu, 777–778zaibutsu, 777

bindex.indd 878 12/1/09 10:17:50 AM

INDEX 879

Korea, 779–781business etiquette, 781business strategy, 781chaebols, 779–780

streams of management in, 771Taoist traditions, 772

Southeast Asia, 782–783Chinese management in, 784–785Hinduism, 783Indian management in, 785–786Islam, 783–786Malay management in, 786Theravada Buddhism, 782–783

terminology, 787–788Asian fi rms, 792–799

applicability of Western management theories to, 793–795

and debates about globalization, 793engagement of, in global business, 795–799terminology, 799

Asian Tigers, 770, 795, 814, 823Asia Pacifi c:

defi ned, 811diffusion of Internet in, 588, 589, 591strategic management in, 802–812

Chinese and Indian overseas styles, 806–807competition, 807–811corporate governance, 807cultural infl uences, 803–806historical infl uences, 802–803terminology, 807–811

ASPs, see Application service providersASP.NET, 346AS/RSs, see Automated storage/retrieval systemsAssembles-to-order (ATO), 20, 46, 50Assembles-to-stock (ATS), 20Assertive strategy, 837Asset management, 239Asset specifi city, 29, 37, 123, 379, 685Assignment stage, in transport

model, 155Assimilation/isolation confl ict, 283Association analysis, 549–550, 553Association of Southeast Asian Nations (ASEAN), 770,

771, 787, 814Association rule analysis, 544Assumptions, of companies, 356Asymmetric additivity effect, 282Asynchronous communication

tools, 718Asynchronous information, 742Asynchronous Javascript and XML (AJAX), 347, 349Atari, 451Aten, K. J., 759, 761, 766Atkinson, R., 668Atlantica, 87Atlassian Confl uence, 344, 345Atmiyanandana, V., 819ATO, see Assembles-to-orderAtomic data warehouses, 571, 573, 574ATOM software, 504ATS (assembles-to-stock), 20

AT&T, 354, 356, 449, 450Attack sites, 511, 515Attention economy, 449Attributes, of global workforce staff, 631Auctions, 387–388Audio communications, 630Australasia, 588, 589, 591Australia:

immigration policies of, 674internet usage in, 603

Austria, 588Authoritarian regimes, 595–597Authorization request cryptogram (ARQC), 259Auto-ID, see Automatic identifi cationAutomated e-mail responses, 458Automated ordering, 22Automated software, 452Automated storage/retrieval systems (AS/RSs), 168Automated toll collection, 221, 224Automatic call distributor (ACD), 111Automatic identifi cation (auto-ID), 221, 230Automatic technology, 169Automation, 242Automotive industry, 41–42, 45, 215, 267, 354, 519Autonomous innovation, 685Availability, of services, 395Avatars, 342, 343Avenue A, 635Average order value (AOV), 455, 460Avoine, Gildas, 228, 229AVOIR (Africa Virtual Open Initiative Resource), 608Avon, 357Azani, H., 177

BBaby boomers, 290, 332, 334–335Back orders, 107, 207Bagging, 549Bagozzi, R. P., 279, 285Balanced scorecard approach, 199,

268–272, 335Balance sheets, 752Balasubramanian, S., 298Ballou, R. H., 146Bamber, J., 815Bandwidth, 596, 695, 700Banga, K., 353Bangalore, 728Banking, 485Banking cards, 255, 257, 259Bank of America, 345Bank of Nova Scotia, 341, 342Banner advertisements, 443, 453Bao, Y., 302Baran, Paul, 586Bar code technologies, 114–115, 169Barczak, G., 716Bardhan, A. D., 619, 623, 624, 680, 681, 685Barge technology, 83Barley, S. R., 765–766Barrett, Colleen, 399Barsoux, J. L., 773

bindex.indd 879 12/1/09 10:17:51 AM

880 INDEX

Bartholdi, J. J., 170, 171Bartlett, C. A., 615, 642, 645Bartmess, A., 178BASIC language, 260Basis variables, 369–370, 379Baskerville, R., 717Bass diffusion model, 360Bauhaus movement, 313Bauhof, N., 166Bayesian classifi ers, 548, 553BBN (Bolt, Beranek, and

Newman), 586BCV Switzerland Bank, 343BEA WebLogic Integrator, 96“Beer-game” distribution system

experiment, 22Before and after pictures, 396Begley, Jackie, 619Behavioral cultural intelligence, 836, 840, 841Behavioral decision makers, 658Behavioral issues, 692–693Behavioral targeting, 450, 458, 460Behavioral Timeline® approach, 324, 329Belch, G. E., 298Belch, M. A., 298Belgium, 588Beliefs, cultural, 654Bellcore’s Video Recommender, 478Belly freight, 152Belmont Report, 377, 379BEMs (big emerging markets), 519Ben-Akiva, M., 147Benassi, M., 691Benchmarking, 41, 82, 362, 437, 726Benefi cence, 379Benefi ts, expectations of, 805–806Benefi t stack, 325Benetton, 228Benevolence, 815, 816Benioff, Mark, 431Benjamin, C., 177Ben Sherman, 451Beranek, Leo, 586Berner, R., 109Berners-Lee, Tim, 586, 602Bernoff, J., 629–630, 635, 636Bernstein, F., 92Bessant, J., 36Best Buy, 109, 387Best practices, 41, 58, 72, 82, 659, 793–795BET (break-even time), 364Beta testing, 360Beverage industry, 166, 536Bhagat, Rabi S., 763Bhatnagar, A., 280Bhattacharya, A., 136–138Bias:

in global marketing research, 538in marketing research questionnaires, 377

Bibliometrics, 552Bidding, 60Big emerging markets (BEMs), 519

Bio-informatics, 684Biometric marketing, 284Birkinshaw, J., 615Birth order, 284, 285BizTalk Server 2000, 95BlackBerries, 417Blackburn, J. D., 110Black & Decker, 525Blending, 165Blogs:

and collaboration, 339–341consumer, 297–298defi ned, 349, 515, 638in global workforce, 633for online public relations, 501, 504–505

Bloggers, 501Blooks, 349Bloss, D., 116Blueprinting, service, 397, 398BlueStar, 798Blu-Ray, 292BMW, 138, 353, 524Bobbit, L. M., 278Body Shop, 527Boeing, 73, 105, 647Bolt, Beranek, and Newman (BBN), 586Bolt, Richard, 586Bolton, L., 479Bond, M. H., 770Boneless loin, 11–12Bonuses, 415–416Boosting, 549Bottani, E., 100Bottleneck items, 215Boughton, N., 91Boulgarides, J. D., 657, 658Bovine spongiform encephalo pathy, 221Bowen, H. K., 142Bowing, 779Bow-tie model, 34The Box (Marc Levinson), 68Boycotts, 29Boyson, S., 267BP, 430BPEL4WS, see Business Process Execution

Language for Web ServicesBPM, see Business process managementBPO (business process outsourcing), 681BPR, see Business process reengineeringBracketing, 766Brakus, J. Josko, 283Brand(s), 432–433

in business-to-business marketing, 325defi ned, 470destruction of, 356in service image, 400–401and storytelling, 314–315strategic brand management, 430–432wireless marketing, 487–489

Brand community, 488, 494Brand equity, 325, 470Brand hierarchy, 431

bindex.indd 880 12/1/09 10:17:51 AM

INDEX 881

Branding:defi ned, 379, 515of high-technology products, 430in marketing research, 371in online public relations, 512–514role of promotion in, 370in warehousing, 165

Branding strategies, 433Brand-in-the-hand concepts, 487Brand loyalty, 389, 450, 451, 459, 470Brand management, 441–442Brand positioning, 487–488Brand promises, 401, 494Brand strength, 487–488Brand value, 319Brass, D. J., 691Brazil:

ethanol adoption in, 759, 764, 766individualism in, 663power distance in, 660, 661uncertainty avoidance in, 661

Break-even time (BET), 364Breakthrough innovations, 424BRIC countries, 74, 75, 518Brick-and-mortar businesses, 386, 387, 436Bricks and clicks, 436, 444, 446Bridging, network, 695, 700British Airways, 110, 111British Telecom, 345Broad arcs, 121–123Broadband Internet, 587, 610Bronnenberg, B. J., 298Broughton, Martin, 649Brown, D., 647Brown, S., 315Bruner, J., 307, 309, 315Brynjolfsson, E., 383, 384Bryn Mawr Hospital, 394BSO (business services outsourcing), 681B-SPAN, 342BTO, see Build-to-orderBTS (build-to-stock), 50B2B commerce, see Business-to-business commerceB2B marketing, see Business-to-business marketingB2C commerce, see Business-to-consumer commerceB2C marketing, see Business-to-consumer marketingBuddhi, 786Buddhism:

in Japanese culture, 776Therevada Buddhism, 782–783

Budgets, 373Budget compliance, 30Buffering, 164, 165Build-to-order (BTO), 50, 125Build-to-stock (BTS), 50Bulletin boards, 503Bullwhip effect, 21–22, 47–48, 121, 207, 209, 238Bundling:

defi ned, 379, 405re-bundling, 687in services marketing, 401in T/IT industry, 368

unbundling, 684Burke, R. R., 298Burnett, J., 489Burt, R. S., 691Bush, Vanevar, 602Bushido, 776, 787Business cards:

in Korean business etiquette, 781as part of Chinese etiquette, 775

Business cases, 203Business culture, 96–97Business documents, 93Business ethics, 622Business intelligence (BI):

and data warehousing, 556defi ned, 565, 580and market research, 439and online analytical processing, 569–574

applications, 569–570architecture, 570–572implementation, 572–574

Business intelligence portals, 574Business managers, 643Business models, 126Business Network International, 408Business networks, 811Business process, 242, 243Business Process Execution Language for Web Services

(BPEL4WS), 94–95, 100Business process management (BPM), 212, 218Business process outsourcing (BPO), 681Business process reengineering (BPR), 466, 660, 662Business process specifi cation schema, 93Business schools, 774Business services, 681Business services outsourcing

(BSO), 681Business strategy:

as factor in R&D site selection, 181–182in production site selection, 178

Business-to-business (B2B) commerce:defi ned, 100, 446e-commerce, 438effects of information technology on, 620function of, 42Internet marketing for, 449online auctions in, 388reverse auctions, 390in supply chain management, 17, 24, 26vertical search for, 456XML frameworks for, 93

Business-to-business (B2B) marketing, 317–330business to consumer vs., 317–318defi ned, 379designing customer value in, 323–324and e-commerce, 444future of, 329managing life cycle of customer in, 326–329managing “wants” in, 317, 318research for, 368strategy formulation in, 322–323terminology, 329–330

bindex.indd 881 12/1/09 10:17:51 AM

882 INDEX

Business-to-business (B2B) marketing (continued )value communication in, 324–326value-delivery framework for, 318, 319value understanding in, 318–322

Business-to-consumer (B2C) commerce:e-commerce, 438effects of information technology on, 620function of, 42Internet marketing for, 449relationships in, 32in supply chain management, 20, 24, 26

Business-to-consumer (B2C) marketing:business-to-business marketing vs., 317–318defi ned, 379research for, 368

Business-unit programs, 736Business unit strategy, 135Business Week, 393Buy.com, 389Buyer-supplier relationship categories, 32–34Buzz marketing, 400

CC2C cycle time, see Cash-to-cash cycle timeCable companies, 354CAC, see Customer acquisition costCachon, G., 22, 23Caggiano, K. E., 108Calantone, R., 760, 763Calculated data, 578Calhoun, K. J., 760Calibration equivalence, 536–537, 540Call centers, 111–112, 117Campbell, C., 384Campion, M., 715Canada:

diffusion of Internet in, 589immigration policies of, 674offshoring to, 828port authority model in, 80and terminal companies, 79urban population in, 534

Canada Marine Act, 80Canada Post, 343Canada-U.S. Free Trade Agreement, 72Canadian National (CN), 72, 81Capabilities, 189, 191, 282, 479, 725Capacity, 18, 112, 155Capacity usage, 271Capital employed (CE), 200, 204Capital fl ows, 617, 625CAPS, 58, 59Captive offshoring, 678, 688Carbon emissions, 207Carbon footprint, 207, 209, 214, 218, 648Cardholders, 249Card holder verifi cation (CHV), 253Card issuers (smart cards), 249Cargo shipment, 653Caribbean, 589Caribou Coffee Co., 112Carlisle, J., 31, 35

Carmel, E., 674Carrier, 157Carrillo, M. J., 108Carte Bleu, 248Cascio, W. F., 700Cash-to-cash (C2C) cycle time, 203, 204Catalogs:

electronic, 56, 66, 90e-procurement with, 56, 60–62, 66, 90personalized, 476with SMS technology, 492

Category equivalence, 536, 540Caterpillar, 103, 524CCs, see Consolidation centersC&D (Connect & Develop), 357CDCs, see Central distribution centersCDM (combined distribution

model), 104CD-ROMs, 506Cd self-service technology, 399CE, see Capital employedCeiling price, 58Celibate stage (Hinduism), 783Cellular phones, 228–229

in East Asia, 659and e-commerce, 444–445and marketing strategy analysis, 355popularity of, 587segmenting of market for, 489usage benefi ts of, 285wireless marketing with, 485

Centers for miscellaneous activities, 166

Centers of excellence, 829, 841Central distribution centers (CDCs), 107, 162Central headquarters, 630Centralization, 183Centralized authority, 661CEOs (chief executive offi cers), 644–645Cerf, Vint, 586Cerny, K., 178Certifi cation programs, for global account management,

740, 743CESR, see Committee of European Securities RegulatorsC5.0, 553C4.5, 553Chadwick, D., 310Chaebols, 779–781, 787Chain management, 2–5Chambers, John, 425Champy, J., 134Champy, J. A., 660Chan, F. T. S., 198, 199Chandler, Alfred, 133Chandler, D., 782–783Chandy, R. K., 426Chang, S. J., 704Channel partners, 367, 370, 379Channel strategies, 325–326Chase, 475Chasm in technology adoption, 279–280, 286, 428–429Chat rooms, 503

bindex.indd 882 12/1/09 10:17:52 AM

INDEX 883

Chat tours, 516Chellappa, R., 480Chen, S. J., 774Chen, Y., 385, 386Chen, Yuxin, 384, 385Chenoweth, T., 558Chernofsky, I., 169Chesbrough, Henry, 294, 685Chhajed, D., 387Chi, 772Chiang, K.-P., 280Chiang, Wei-Yu, 387Chief executive offi cers (CEOs), 644–645Chiesa, V., 727Child labor, 29Chin, M. C., 771China, 772–776. See also Taiwan

business etiquette in, 775–776censorship of Internet content in, 671domestic investments in, 78economic history of, 773economic profi le of, 815, 816engineering students in, 332family business organizations in, 774–775GDP growth in, 519in global economy, 71, 73, 75, 795–798global manufacturing facilities in, 138growing market of, 618individualism in, 663intellectual property in, 622Internet access in, 588, 596–597, 603masculinity in, 662paging networks in, 596population census in, 534power distance in, 656–657, 661as shipping industry leader, 80socialist market transitional economy

of, 820–821state-owned enterprises in, 774strategic decision making in, 657–660time orientation in, 662

China International Marine Containers, 798China Mobile, 491China National Chemical Corporation, 798China National Petroleum Corporation, 797Chinese, Overseas, see Overseas ChineseChinese names, 775Chirac, Jacques, 751Chitkara, A. R., 727, 729Cho, G. S., 169Choice models, 478–479, 481Choreographies (ebXML), 93Chouinard, M., 97Christopher, M., 2, 34–35, 125, 126, 132Chrysler, 138Chu, T. C., 803Chung, S. T., 477Church of the Customer blog, 402Churn, 731, 732CHV (card holder verifi cation), 253Cipher keys, 257Circle Lending, 342

Circuit City, 109Cisco Networking Academy, 605Cisco Systems, 21, 368, 371, 586Citibank, 345Citicorp, 738Citizen journalists, 456City Development Ltd, 798Civil liberties, 597Claessens, S., 807Clark, G. L., 616Classes, of items, 168Classifi cation:

in data mining, 544defi ned, 553text, 551

Classroom training, 414–415Clemons, E., 384Clickstream data, 284, 384, 390, 478Click-through percentage, 460Click-through rate (CTR), 446, 455Climate change, 646CLM, see Council of Logistics ManagementClosed-end questions, 359Closed loop, 238, 245, 246Closed-loop supply chains (CLSCs), 25,

26, 155, 157Clothing (in Japanese business etiquette), 779Clothing industry, 222Cloud computing, 346, 349CLSCs, see Closed-loop supply chainsCluster analysis, 544, 550–551, 553, 691Clustering, 550–551CLV, see Customer lifetime valueCMEs, see Computer-mediated environmentsCMRs, see Customer-Managed RelationshipsCN, see Canadian NationalCNN, 519Cobranding, 432, 433, 488Coca-Cola, 524, 808, 809Co-destiny relationships, 32Co-development metrics, 725Cognitive cultural intelligence, 839, 841Cognitive learning, 508Cohen, Ed, 632, 633Cohen, M., 178Cohen, M. A., 107, 109Cold War system, 770Coldwell Banker, 343–344Collaboration, 331–351

in buyer-supplier relationships, 32–36defi ned, 331–332with e-sourcing, 57, 58and generation differences, 333–336and global management, 649–650in global supply chains, 647in global workforce, 634–636in innovation, 294, 336–337in modern organizational structures, 332–334success areas in, 347–348and supply chain management, 24and supply chain relationships, 28–29technologies for, 337–347

bindex.indd 883 12/1/09 10:17:52 AM

884 INDEX

Collaboration (continued )blogs, 339–341cloud computing, 346mashups, 346–347podcasting, 341–342social media, 342software as a service (SaaS), 347virtual worlds, 342–344wikis, 344–346

terminology, 349–351with vendor-managed inventory, 90

Collaboration protocol agreements (CPAs), 93Collaboration suitability, 34Collaborative contracting, 31Collaborative fi ltering, 477, 478, 481Collaborative partnerships, 690Collaborative planning, forecasting, and replenishment

(CPFR), 17, 26, 50, 213Collaborative problem solving, 715, 837–838Collaborative relationships, 179Collaborative technologies, 621Collectivism:

in Asian fi rms, 795in China, 773and confl ict resolution, 837in corporate partnering, 698defi ned, 721, 766of East Asians, 659in human resource management, 816–817and ICT design, 669individualism vs., 716and information management, 662–663in Japanese business etiquette, 779and knowledge, 838in national culture, 758and performance management, 838

Collectors, 451Co-located teams, 713, 721Co-location strategy, 180, 674Combination salary/commission, 415–416Combined distribution model (CDM), 104Comcast, 393Commercial marketing research, 532Commission, 415–416Committee of European Securities Regulators (CESR),

751, 755Commodities, 148Commodity-style property, 31Common goals, 691CommSecure, 345Communication(s). See also Information and

communications technologyelectronic, 42in global information technology workforce, 838and global logistics, 71in global management, 648–650in global teams, 715, 718–720in global workforce, 632–633horizontal, 661nonverbal, 838open-door policies on, 336peer-to-peer, 661

in public relations, 498in supplier relationships, 35, 621technology-mediated, 713vertical, 661voice, 484wireless, 81, 417word-of-mouth, 400

“Communication by Means of Refl ected Power” (Henry Stockman), 220

Communication gaps, 727Communication networks, 619Communication technologies, 90, 606Communism, 773Communities of practice, 633Community building, 457Community Lend, 342Community news sites, 504Company logos, 487Company web sites, 443, 452Comparability, 531Comparative advantage, 614–615, 625Compatibility, 235, 279, 494Compensation structure, 415–416Competence, 684Competence/incompetence

confl ict, 283Competencies:

of employees, 97in global information technology workforce, 839–840in human resource management, 817–818in technology marketing, 425–432

segmentation, 428–430strategic brand management, 430–432types, 427

Competition:in Asia Pacifi c, 807–811in business-to-business marketing, 322as demand factor, 618and e-commerce projects, 439–441global, 519in high-technology products market, 290–291international, 178restriction in, 699of supply chains, 35, 40

Competition-oriented strategies, 300–301Competitive advantage, 526Competitive analysis, 369Competitive equilibrium, 367, 379Competitive intelligence, 322Competitive pricing, 301, 494Competitive promotion, 481Competitive volatility, 424Complaint sites, 511Complexity:

as characteristic of innovation, 279in operational effi ciency, 706of real-time supply chains, 265–267

Complexity theory, 360Composite applications, 212, 215, 349Computer anxiety, 278Computer cluster manufacturers, 623Computer downtime, 107

bindex.indd 884 12/1/09 10:17:53 AM

INDEX 885

Computer-mediated environments (CMEs), 277, 280–281, 286, 298

Computer skills, 631–632Computer-supported collaborative work

(CSCW), 25, 26Comtois, Claude, 83–84Concept testing, 359Conceptual decision makers, 658Conceptual equivalence, 536, 540Concurrency, 563Concurrent design, 647Conference calls, 718Confi guration, 124–127

market demand, 124–125new responsive business models, 126–127supply and demand, 125–126

Confi guration maps, 188Confi gure-to-order (CTO), 125Confi rmed fi ll rate, 271Confl ict resolution, 715, 837Confl icts of interest, 23Conformed dimensions, 578–580Confucianism, 781–782, 787

in Chinese culture, 772–774collectivism in, 816defi ned, 823ethics of, 805infl uence of, on Overseas Chinese, 804in Japanese culture, 776in Korean culture, 779leadership in, 817in management practices, 795in Northeast Asian culture, 772

Confucius, 656, 772Congestion feedback, 155Congo, 588Congruence Model, 737, 743Conjoint analysis, 322, 329, 359, 361, 364Connect & Develop (C&D), 357Connectictivity, Internet, 603–605Connectionists, 693Consolidation, 157, 165, 752Consolidation centers (CCs), 154, 157, 166Consortia exchange, 62Construct equivalence, 535–536, 540Consumer behavior, 277–287

adoption of technology:Diffusion of Innovations (DOI) model, 277, 279–280Technology Acceptance Model (TAM), 277–279

and convergent high-technology products, 282–283Darwinian perspectives on, 284–285interaction with technology:

computer-mediated environments (CMEs), 277, 280–281

self-service technologies (SSTs), 281–282and paradoxes of technology, 283–284research on, 277, 284terminology, 286–287

Consumer blogs, 297–298Consumer clinics, 374Consumer experience, 280–281Consumer-generated advertising, 459

Consumer markets, 494Consumer promotion/education

web sites, 501–502Consumer reviews, 385–386Consumer satisfaction, 6Consumer surplus, 367, 368, 379Consumer value, 494Contactless smart cards, 249Containerization, 72Containers, 71, 76, 153, 642Content control, 511–512Content fi ltering, 477, 481Content mining, 552Contests, 458Context, 758Context sensitivity, 244Contextual ads, 503Contextual messaging, 459–460Contextual search, 456Continental Airlines, 570Contingency theory of high-technology marketing,

424, 433Continuous data fl ow, 236Continuous improvement principle, 12Continuous technological innovations, 279Continuous uncertainty, 68Contracts, 30, 105, 106, 212Contract enactment, 95Contract laws, 97Contract manufacturing, 138, 324Contract matchmaking, 95Contract negotiation and renewal, 53, 57Contractual agreements, 23Control/chaos confl ict, 283Control function, of RFID, 237Controlled media, 498Control variables, 375, 377, 380Convergence:

defi ned, 799and globalization, 795and global marketing, 521and international accounting standards,

746–747, 754, 755in management practice, 793

Convergent high-technology products, 282–283, 287

Conversion rate (advertising), 455, 460Cook, R. L., 5Cookie fi les, 450Cooper, K. G., 731Cooper, M. C., 34, 122Cooper, Robert, 323Cooperation, 34, 464, 519–520Cooperative relationships, 2Coordinated interdependence, 187, 188Coordination, 121

in global marketing, 525of global teams, 715of production schedules, 91in supply chain management (SCM), 22–24

“Copy exactly” policies, 731Core competences, 128

bindex.indd 885 12/1/09 10:17:53 AM

886 INDEX

Corent Technology, 347Core rigidities:

defi ned, 433in technology marketing, 425–426

Corporate Chic, 313Corporate governance, 807Corporate infrastructure, 75Corporate partnering, 690–700

and culture, 698–699in emerging markets, 699at individual level, 692–697

alignment of network profi le with exchange type, 694–695

information technology, 697knowledge transfer/ISAs, 695–697microlevel behavioral issues, 692–693relational network approach, 694structuralist network approach, 693, 694

and knowledge transfer, 695–697at organizational level, 690–692termination of, 699–700terminology, 700

Corporate relations, 498Corporate social responsibility:

in global management, 646in high-technology marketing, 431and public relations, 493in supply chains, 29, 129, 130

Corporate strategy, 135Corral, K., 562Corsi, T., 267Corus Entertainment, 345Cosi Inc., 112Cost, 200, 320Costs:

and global sourcing, 49of offshoring, 684, 687of order processing, 90–91

Cost avoidance, 235Cost/benefi t ratio, 271Cost effi ciencies:

and customer satisfaction, 17factors infl uencing, 395

Cost functions, 147Cost minimization:

in supply chain, 216and warehousing/distribution, 171

Cost-oriented strategies, 300Cost per action (CPA) advertising, 454, 460Cost per click (CPC) advertising, 456Cost per order equation, 455, 460Cost per thousand (CPM) advertising, 443, 446,

454, 456, 460Cost reduction:

as benefi t of global marketing, 525with e-procurement, 63–64

Council of Europe Convention on Cybercribe, 672Council of Logistics Management (CLM), 4, 13Council of Supply Chain Management Professionals

(CSCMP), 120Counterfeit medicines, 242Country managers, 642–646, 650, 739

Courier fi rms, 72Cousins, P. D., 2Covisint.com, 42Cox, A., 36, 122Coyle, J. J., 146CPAs (collaboration protocol agreements), 93CPA advertising, see Cost per action advertisingCPC (cost per click) advertising, 456CPFR, see Collaborative planning, forecasting, and

replenishmentCPM advertising, see Cost per thousand advertisingCP Ships, 78CQ, see Cultural intelligenceCraft mode, 133“Creative destruction,” 629Creative promotion strategy, 296–298Creativity, 837Creators, 451Credit cards, 248, 475, 485Crisis communications, 498, 509–510, 516Crisis management techniques, 456Critics, 451CRM, see Customer relationship managementCroom, S., 4–5Cross, C. S., 169Crossbow Technology, 227Cross-docking, 22, 45, 154, 157, 173Cross-docking centers, 166Cross-elasticity, 153CrossFlow, 95Cross-functional management, 32Cross-national comparison paradigm, 763–764, 766Cross price elasticity of transport demand, 157Cross-selling, 370, 380Cruise ships, 83CSCMP (Council of Supply Chain Management

Professionals), 120CSCW, see Computer-supported collaborative workCSRs, see Customer service representativesCTO (confi gure-to-order), 125C-TPAT, see Customs-Trade Partnership Against

TerrorismCTR, see Click-through rateCT scanners, 765–766Cui, Anna Shaojie, 760Cultural affi nity, 760Cultural anthropology, 654Cultural globalization, 794–795, 799Cultural imperialism hypothesis, 595Cultural intelligence (CQ), 828, 835–841

defi ned, 841in global information technology workforce, 836–840

collaborative problem solving, 837–838communication, 838confl ict resolution, 837global team competencies, 839–840goal setting/performance management, 838–839planning and task coordination, 839

terminology, 841theory of, 836

Cultural intelligence scale (CQS), 836, 841Cultural sensitivity, 837

bindex.indd 886 12/1/09 10:17:54 AM

INDEX 887

Culture. See also specifi c headingsas barrier to global ICT design, 669for collaboration, 347–348and corporate partnering, 698–699defi ned, 638–639, 787in global account management, 740, 741and global business drivers, 618–619, 621and global information technology

workforce, 835–836in global teams, 716in global workforce, 634, 638and information management, 654–663for innovation, 337national, 757–767

future research on, 765–766and management of technological change, 758–760research on, 760–764sociocognitive approach to, 764–765terminology, 766–767

of organizations, 332, 336people/service, 401role of storytelling in, 307sociocognitive approach to, 764–765

Culture distance index, 759Curran, J. M., 281Currency risk, 625Current state map, 13Curvilinear lines, 312Customer acquisition cost (CAC), 455, 460Customer beta testing, 360Customer demand:

and production, 48–49and warehousing, 161

Customer demand analysis, 91Customer equity, 466, 470, 481Customer feedback, 212Customer intelligence, 114Customer Interface Laboratory (Indiana University), 284Customer lifetime value (CLV), 466, 470Customer loyalty, 388, 389, 463, 468, 475, 483, 494Customer-Managed Relationships (CMRs), 353Customer needs, 321, 355, 494Customer-oriented strategies, 301Customer perspective, 271Customer preference, 526Customer readiness, 281Customer relationship management (CRM), 466–471

complexities of, 469and data warehousing, 564defi nitions of, 37, 303, 380, 418, 446, 467, 470, 494development of, 466for marketing of high technology products, 300in marketing research, 371and relationship marketing, 468–469returning customer ratio in, 271and sales, 417software for, 213, 217in supply chains, 32, 122technology, 114, 355terminology, 470–471as trend, 41in wireless marketing, 489

Customer retention, 470Customer sales force structure, 418Customer satisfaction:

in business markets, 328–329, 368and cost effi ciencies, 17defi ned, 404with marketing services, 401–403market orientation toward, 521

Customer segmentation, 104, 369–370Customer service, 103–117

defi ned, 103Internet-enabled, 91in manufacturing supply chains, 106–110

after-sales service supply chains, 106–107implementation examples, 108–110inventory of spare parts, 108performance measures, 107–108

in marketing of high technology products, 298–299principles of, 104–106

customer segmentation, 104design of supply chain, 105managing quality, 105–106performance measures, 104–105technology strategy, 106

in service supply chains, 110–112in supply chain integration, 122technologies, 113–116

bar code, 114–115customer relationship manage ment/data mining, 114electronic commerce, 115product life-cycle management (PLM) software, 114radio frequency identifi cation, 115remote diagnostics (RD), 116supply chain and revenue management software,

113–114voice technology, 115

terminology, 117and warehousing/distribution, 171

Customer service representatives (CSRs), 111–112Customer structure, 413Customer trust, 469Customer value, 323–324Customer value and satisfaction (CVS) culture, 299Customer value management, 320Customer-value maximization, 469Customization, 99–100, 126–127, 398, 404Customs regulations, 25Customs-Trade Partnership Against Terrorism (C-TPAT),

153, 157CVS (customer value and satisfaction) culture, 299Cyberactivism, 515Cyber crime, 671–672Cybermonitoring, 497–498Cyberscanning, 497, 515Cybersquatting, 512, 516Cycle stock, 43Cycle time, 112

DDabholkar, P. A., 278Daewoo Group, 780Daimler Benz, 746

bindex.indd 887 12/1/09 10:17:54 AM

888 INDEX

Dalton, Maxine, 635, 636Damaged goods, 90DAMAS, 369, 370Daniel, E., 161DARPA (Defense Advanced Research

Projects Agency), 586Darwin, Charles, 331Darwinian Niche Partitioning Hypothesis, 284Darwinian perspectives:

on consumer behavior, 284–285on internationalization, 522

Darwinian process, 285, 287Dashboards, 361, 362, 364–365Daskin, M. S., 177Data aggregation, 236Data analysis, 539–540Databases:

customer, 114, 294as enabling technology, 478for online marketing, 450, 458for radio frequency identifi cation, 224

Database denormalization, 557, 565Database marketing, 494Database normalization, 557, 565Data cleansing, 562, 580Data collection, 374–375Data equivalence, 535–537Data evaluation, 237Data fi ltering, 236Data integrity, 562, 563, 565Data management:

in data warehousing, 557defi ned, 565for global system for mobile communications, 253–257for radio frequency identifi cation, 235, 236–238

Data marts, 556–559in business intelligence, 571, 574defi ned, 565

Data mining, 494, 542–554association analysis in, 549–550challenges with, 543–544cluster analysis in, 550–551content mining, 552and customer relationship management, 114and data warehousing,

556–557, 564defi ned, 542, 554link mining, 551–552motivation for, 543prediction tasks in:

algorithms, 546–548ensemble methods, 548–549terminology, 545–546

resources and tools, 553terminology, 553–554text mining, 551web usage mining, 552–553

Data-on-network systems, 237, 245Data-on-tag approach, 237, 246Data privacy laws, 672Data security, 238Data staging, 570–571, 573

Data standardization, 562, 563, 565Data transmission, 23Data updating, 563Data view, 576–577Data warehouses, 556–565

applications of, 564characteristics of, 557–558defi ned, 556, 565, 580implementation of, 560–562integrated, 578–579research issues with, 562–564system examples, 558–560terminology, 565

Data webhouses, 579, 580D’Avanzo, R., 199Davies, Donald, 586Days sale in inventory (DSI), 204DBSCAN, 551DCs, see Distribution centersDead material, 48DealTime.com, 383, 384Dean, Howard, 503Decentralization, of R&D, 183Decision-maker stack, 325Decision making:

action-driven, 806by consumers, 292–293in Indian economy, 818and national culture, 766in real-time supply chains, 268–271tools for, 177in transportation/logistics, 148

Decision point analysis, 46Decision science perspective, 177Decision Style Inventory (DSI), 658Decision support systems (DSSs),

556, 565, 659Decision trees, 547Deconsolidation of shipments, 154Decoupling point, 50, 126Dedrick, J., 620De facto standards, 245Defense Advanced Research Projects

Agency (DARPA), 586Degrees, in India, 848–849Deighton, J. A., 298de Jong, S. B., 760De jure standards, 245Dekker, H. C., 1De Koster, R., 169, 173Delays:

with e-procurement, 61of information/materials, 48

Delight, 483Deliverables, in market research, 375, 376Delivery:

in just-in-time system, 74in real-time supply chains, 265in supply chain, 17

Dell Computer, 42, 46, 90, 91, 126, 127, 134, 337, 430, 450, 476, 521–522

Dell, Michael, 521

bindex.indd 888 12/1/09 10:17:54 AM

INDEX 889

Delphi method, 177Demand. See also Customer demand

aligning supply with, 125–126, 207, 213and global business drivers, 618and just-in-time approach, 43for service parts, 107in supply chains, 17, 18, 122

Demand amplifi cation, 47Demand forecast, 214Demand forecast accuracy ratio, 271Demand planning, 214Demand shaping, 214Demand signal processing, 22Demand smoothing, 202Demographic data, 438Deng, Xiaoping, 820Denial of service, 229Denial-of-service attacks, 237Denormalization, 562Density-based clustering

methods, 551Departmental goals, 410–414Departmentalization, 168Dependent data marts, 557Deployment platforms, 95–96Deployment stage (distribution network design), 161Depreciation rate, 110Deregulation, 72De Ruyter, K., 485Description tasks, 554Deselection, 738Design:

of after-sales service supply chain, 106–107of aisles, 168of global information and communications

technologies, 669–672of new products, 91–92of organizations, 348of supply chain, 105

Design-in, 326–329Design language, 312–315Design thinking, 305–311Desktop OLAP, 575Desocialization, 632Desvaux, G., 774Determinant attributes, 1Detlor, B., 280Detterman, D. K., 836Developed countries:

innovative activity in, 679Internet usage in, 520, 585, 603

Developing countries, 136foreign direct investment in, 797innovative activity in, 679Internet usage in, 520, 585, 596, 653population data from, 534telecommunications in, 608

Developing economies, 818–820Developing world, 610Development, 609Development teams, 673–674Development web sites, 502

Devi Ahilya University, 850DeVreede, G.-J., 760Dharma, 783, 786, 805, 811Dhebar, A., 283D’hert, G., 171Dholakia, R. R., 280Diagonal lines, 312Diaspora, global, 605Diehl, K., 281Differential pricing, 400Differentiation:

in marketing research, 370, 380profi ts from, 394in value chain analysis, 1, 2and wireless marketing, 488–489, 493–494

Diffuseness, 716, 721Diffusion, of an innovation, 595–596, 598Diffusion models, 360Diffusion of Innovations (DOI) model, 277, 279–280, 287Digital audio players, 477Digital billboards, 506Digital divide, 507, 610, 653, 665–666, 670, 675Digital home health services market, 290Digital inclusion, 610Digital information, 653Digital recording, 355Digital signatures, 93Digital television, 459Dimensions, 580Direct exporting, 522Directionality, of information fl ow, 46Directive decision makers, 657–658Direct mail, 444, 452, 492Direct marketing, 470, 492, 494–495Direct materials, 53, 66Directory submission, 456Direct price elasticity of transport demand by

each mode, 153, 157Direct-response advertising, 492Direct sellers, 370, 380Direct selling agents, 414Direct Selling Association, 408Disaggregate data, 150, 157Disaggregation, of tasks, 684Disassembly, 272Disasters, 207, 208Discontinuous technological innovations, 279Discrete-choice models, 149, 478–479, 481Disney, 525Display advertising, 443, 444, 446, 453, 460Disruptive innovation, 337Distance, 619Distance learning, 634, 639Distributed development, 728–729, 732Distributed negotiation, 19Distributed offshoring, 687Distributed processes, 728Distributed teams, 713Distribution:

defi ned, 159in material fl ow, 45network design in, 161–162

bindex.indd 889 12/1/09 10:17:55 AM

890 INDEX

Distribution (continued )performance measurement, 171–173physical distribution channels in, 162–163process view of, 159–161site selection for, 189–190software, 62terminology, 173in wireless marketing, 491–492

Distribution centers (DCs), 154, 157, 211Distribution channels:

coordination of, 382, 386–387in marketing mix, 370members in, 390optimization of, 161and supply chain management, 21–22, 26

Distribution networks, 154Distribution Planning Support System

(DPSS), 161Distribution system, 625Distributors, 440Distributor web sites, 502Ditsa, G., 760Divergence:

defi ned, 799and globalization, 795and global marketing, 521in management practice, 793

Diversifi cation, 29, 625Diversity:

of global team members, 713, 714, 720of IT teams, 829in workplace, 335

Diversity training, 720Division of labor, 133, 134DNS (domain name systems), 512, 586DNS (domain naming services), 224Docks, 168Documentation function, of RFID, 237Document clustering, 551Document management, 57DOI model, see Diffusion of Innovations modelDoi moi, 821, 823Domain name systems (DNS), 512, 586Domain naming services (DNS), 224Dôme Coffees, 519Domestic assembly, 138Domestic marketing, 522, 528Domestic markets, 519Domino’s Pizza, 468Doo Cho, Y., 759Dot-com businesses, 56DoubleClick, 444Doubletree Hotel, 393, 395Dove, R., 134Downsizing, 735Doz, Y. L., 616, 642, 645DPRWorld, 456DPSS (Distribution Planning Support System), 161Drastic innovation, 685Drickhamer, D., 91Drill-through technique, 578Drinking (in business etiquette), 776

Drop-shipping, 22, 90Drucker, P., 462Drucker, Peter, 332, 364Drug development, 579DSI (days sale in inventory), 204DSI (Decision Style Inventory), 658DSSs, see Decision support systemsDual interface cards, 249Dubai Ports World, 79Dubé, Laurette, 279Dukkha, 782Dulebohn, J., 814Dunbar, R. I. M., 285Dunn, Clay, 811Dunning, J. H., 615, 618Dutkiewicz, A., 106, 107Dutta, A., 24DVD formats, 292Dyadic relationships, 37Dyna-METRIC assessment model, 108Dynamic distortions, 47–48The Dynamics of Industrial Location (R. Hayter), 185

EE2E (engineer-to-engineer) commerce, 42EAI (Enterprise Application Integration), 212Early adopters, 279, 293, 371Early concept (design-in), 327Early majority, 279, 293, 371EAS, see Electronic article surveillanceEast Asia, 657, 659, 787Eastwood, D., 281EasyJet, 464Eating (in Chinese business etiquette), 776Eavesdropping, 228–229EBay, 354, 381, 388, 389, 443, 656E-business, 42

business-to-business, 328as global business driver, 620–621

ebXML, see Electronic Business using XMLEC Directive on Privacy and Electronic Communications,

486–487E-Choupal Initiative, 666E-collaboration, 635E-commerce:

and consumer behavior, 280–282customer loyalty with, 386defi ned, 610and distribution/warehousing, 159and global marketing, 520marketing mix for, 370technologies for, 115

E-commerce networks, 604E-commerce projects, 435–447

analysis of products/services for, 435–437and emerging technologies, 444–445goals for, 437marketing plan document for, 445–446online and offl ine market channels for, 441–444relevant market/segments, 438–441

competitors, 439–441target customers, 438–439

bindex.indd 890 12/1/09 10:17:55 AM

INDEX 891

technologies for, 92–95terminology, 446–447traditional channels for, 444

Economic challenges, 100Economic geography perspective, 176–177Economic independence, 604–605Economics (in warehousing/distribution), 168Economic value added (EVA), 199–202, 204Economies of scale, 474, 481, 614, 625Economies of scope, 614, 625The Economist, 69, 82, 409Economist Survey on Outsourcing, 647eCRM (Electronic customer relation ship

management), 26ECR movement, see Effi cient Consumer

Response movementEdelman, 451E-demonstrations, 493–494Edgeware, 232, 246EDI, see Electronic data interchangeEDIFACT, see Electronic Data Interchange for

Administration, Commerce, and TransportEDI Internet Integration (EDIINT), 92–93Edmund.com, 301Education, 860

and global Internet access, 605in India, 846–852

Education Web sites, 502EEPROM, see Electrically erasable and programmable

memoryEffectiveness, 121Effi ciency, 18

of e-sourcing, 58as factor in R&D site selection, 181improvement of, 699incentive, 705, 707–709of manufacturing, 139–140operational, 705–709in supply chain strategies, 121valuation, 705in warehousing/distribution, 168

Effi ciency/ineffi ciency confl ict, 283Effi ciency of marketing, 271Effi ciency-responsiveness continuum, 134Effi cient Consumer Response (ECR) movement,

42, 46EFRAG, see European Financial Reporting

Advisory GroupE-government, 97Egypt, 588EHealth, 394EHRs (electronic health records), 29080:20 rule, 37Einstein, Albert, 356Eisenhower, Dwight D., 585, 596EISs, see Executive information systemsEkagrata, 810E-learning, 634Electrically erasable and programmable memory

(EEPROM), 249, 259, 262Electromagnetism, 220Electronic article surveillance (EAS), 220, 226–227, 230

Electronic Business using XML (ebXML), 93, 100Electronic catalogs, 56, 66, 90Electronic commerce, see E-commerceElectronic customer relationship management

(eCRM), 26Electronic data interchange (EDI):

defi ned, 66and e-commerce, 444and e-procurement, 54, 55in food production case study, 10, 11in Internet-enabled supply chain management, 92–93in sales, 413in supply chain coordination, 22in warehousing, 169

Electronic Data Interchange for Administration, Commerce, and Transport (EDIFACT), 668, 675

Electronic exchange, 56, 62, 66Electronic health records (EHRs), 290Electronic marketing, 298Electronic marketplaces, 267Electronic point of sales (EPOS), 46, 50Electronic procurement (e-procurement), 54–66

benefi ts of, 62–64with catalogs, 60–62for customer service, 91defi ned, 54, 66development of, 54–56electronic exchange, 62electronic reverse auctions, 58–60e-sourcing, 56–58future development with, 66in Internet-enabled supply chains, 90models, 56as part of supply chain management, 56return on investment analysis of, 64–66software, 61–63terminology, 66

Electronic product code (EPC), 98, 115, 210, 226, 227, 230, 243

Electronic reverse auctions (e-RAs), 55, 56, 58–60, 62, 66Electronic tollbooths, 224Electronic toll collection, 242, 359Electronic trading opportunity (ETO) system, 597Elementary time unit (ETU), 262Ellinger, A. E., 90Ellison, N. B., 630Ellram, L. M., 123, 128Elmaghraby, W., 24E-mail:

advertising spending on, 452communications in, 632–633defi ned, 516for global marketing research, 538, 539multimedia, 444online public relations with, 505use of, by global teams, 718

E-mail advertising, 443E-mail marketing, 446, 458E-mail personalization, 475–476Embedded information, 436–437Embedded paths, 737E-mentoring, 635

bindex.indd 891 12/1/09 10:17:56 AM

892 INDEX

Emergency notifi cations, 91Emergency parts stocking centers (EPSCs), 107Emergent planning, 806–807Emergent strategy process, 295, 811Emerging markets:

corporate partnering in, 699and global marketing, 519

Emerging technologies, 444–445Emissions standards, 83Employees:

and chaebols, 780competencies of, 97

Employee for life policies, 336Employee loyalty, 780Employee relations Web sites/intranets, 502EMV cards, 255, 257, 259Enabling technologies, 478End-of-life (EOL) products, 265, 270, 272End-to-end performance, 195End-user access, 571–572Energy costs, 206, 209E-newsletters, 505Engaging/disengaging confl ict, 283Engineering (of new products), 91–92Engineer-to-engineer (E2E) commerce, 42Engineer-to-order (ETO), 47, 125English language, 681, 718, 849–850Enjoyment, of technology, 278Enrolment ratio, 849, 860Enron, 754Ensemble methods, 548–549Enterprise Application Integration (EAI), 212Enterprise resource planning (ERP):

and customer service, 106in global business operations, 668resistance to, 661software, 17, 24, 26, 216, 217in supply chains, 44, 50, 62

Entertainment, 776Entropia Universe, 343Environmental considerations:

in production process, 49in real-time supply chains, 269–271

Environmental expenditures, 272Environmental monitoring, 497–498Environmental perspective, 272Environmental regulations, 206Environmental scanning, 296, 497Environmental standards, 619, 646Environmental sustainability, 82–84EOL products, see End-of-life productsE-passports, 221EPC, see Electronic product codeEPCglobal, 210, 222, 227, 234, 235, 243–244, 246EPC Information Services, 243, 246Epidemics, 208EPOS, see Electronic point of salesEppinger, S. D., 727, 729E-procurement, see Electronic procurementEPSCs (emergency parts stocking centers), 107Equa chair, 310Equal partner relationships, 778

Equilibrium pricing, 387Equilibrium trade model, 679Equity alliances, 692Equivalence, 534–537E-RAs, see Electronic reverse auctionsE-readiness, 666, 675Ericsson, 492Ernst & Young, 635, 753ERP, see Enterprise resource planningErumban, A. A., 760Escort Memory Systems, 233ESOMAR (European Society for Opinion and Marketing

Research), 532E-sourcing, 56–58, 66Espionage, 228, 237Essig, M., 56Estell, L., 401E-supply chains, 267E-tailing, 387, 495E-tendering, 56, 62Ethanol, 759, 764, 766Ethics:

in business, 622in marketing research, 377, 379with online public relations, 514–515of sales force, 409in strategic management, 805

Ethnocentrism, 522Ethnography, 374ETL tools, see Extraction-transformation-loading toolsETO, see Engineer-to-orderETO (electronic trading opportunity) system, 597Ettlie, J. E., 100ETU (elementary time unit), 262Euromonitor, 588Europe. See also specifi c countries

diffusion of Internet in, 588, 589, 592–593internet usage in, 520, 603nearshoring locations in, 829transport modes in, 151, 152, 156

European Commission, 83, 745European Financial Reporting Advisory Group (EFRAG),

750, 755European Society for Opinion and Marketing Research

(ESOMAR), 532European Union:

creation of, 624and data privacy laws, 672and fi nancial reporting strategy, 745and International Accounting Standards Board, 754International Financial Reporting Standards in,

750–751labeling regulations of, 245size of, 73and supply chain management, 25transport modes in, 151, 152

European Union Emission Trading Scheme, 209EVA, see Economic value addedEvaluation:

for marketing strategy analysis, 361–362for production location decision, 185of sales force, 416

bindex.indd 892 12/1/09 10:17:56 AM

INDEX 893

of suppliers, 19of vendors, 91

Evidence management, 395–396Evites, 305, 310Evolutionary innovation, 337Exchange 2000 Server, 95Exchange relationships, 696Exchange type, 694–695Execution gaps, 727Executive information systems (EISs), 572, 580, 659Executive sponsors, 743Expatriate assignments, 635, 648, 650, 729Expectancies, 415, 418Expectancy theory, 415Expectations, in relationship management, 34Expedia.com, 386, 387Experience goods, 298Experiential learning theory, 306, 307Experiments (market research), 375Expertise, 741Expiration, of smart cards, 252, 259Exporting, 522Export marketing, 522, 524, 528Expressive bidding, 60Express Pay, 221Extended enterprise, 120Extended supply chain, 121Extended warranties, 109–110Extensible Markup Language (XML), 92–95, 351External control, 716, 721External global business drivers, 616, 617External personalization, 475External validation, 359Extraction programs, 561Extraction-transformation-loading (ETL) tools, 563,

570–571, 573, 580Extranets, 502Extreme response style, 538, 540ExxonMobil, 221, 229, 525E-Z Pass, 359

FFabrication process (in smart card manufacturing),

249, 251Facebook, 342, 381, 389, 400, 504Face-to-face communication, 645, 649, 714–717Fact (term), 580Factless fact, 580Factory capabilities, 187Fairness, 479–480FALCON cable, 666Family Health International, 345Family orientation:

in Chinese etiquette, 775and loyalty, 805

Family-owned businesses:as business cluster, 802in China, 774, 785

Fan sites, 501–502, 516FAQs (Frequently Asked Questions), 458Farrell, D., 136, 137FAS (fi nal assembly schedule), 50

FASB, see Financial Accounting Standards Board

Fashion, 312–314Fashion industry, 222Fast-moving consumer goods

(FMCG), 100FAT, see File allocation tableFAT fi le system, 260Fawcett, S. E., 122Fay, S., 388Fayerweather, John, 526Fayyad, U., 542FCFS (fi rst come, fi rst serve) approach, 108FDA (Food and Drug Administration), 229FDI, see Foreign direct investmentFear, uncertainty, and doubt (FUD), 424Feature fatigue, 479FedEx, 77, 400, 401Feedback, customer, 111Feenstra, R. C., 679Femininity, 669

in corporate partnering, 698defi ned, 767and information management, 662in national culture, 758

Feng shui, 772Ferdows, K., 138, 139, 186Ferguson, N., 35FGI (fi nished goods inventory), 43Field experiments, 375File allocation table (FAT), 260, 262File transfer protocols (FTPs), 506Fill rate, 107Final assembly, 165Final assembly schedule (FAS), 50Finance industry, 624Financial Accounting Standards Board

(FASB), 746, 755Financial analysis, 361Financial attributes, 1Financial evaluation, 185Financial performance measurement,

199–200Financial perspective, 271Financial statements, 749Fine, C. H., 124Finished goods inventory (FGI), 43, 48, 50Finite mixture models, 294Firm-environment interaction, 176–177First come, fi rst serve (FCFS) approach, 108First Meta Singapore Bank, 344First-mover advantage, 846, 860First-time fi x, 107Fisher, M., 34Fisher, M. F., 124Fisher, M. L., 99, 105, 140Fitzsimmons, J. A., 190, 618Five Forces analyses, 440, 446Fixed assets, 201Fixed-time ordering, 22Flash, 443, 446Fleischmann, M., 110

bindex.indd 893 12/1/09 10:17:57 AM

894 INDEX

Flexibility:as component of risk management, 207, 208of global business drivers, 620and global sourcing, 49with larger supply base, 19with manufacturing, 140–142network, 695and supply/demand, 21

Flexible manufacturing system (FMS), 143Flickr, 342Flow:

in computer-mediated environments, 280defi ned, 287of goods/services, 1

Flow management, 122Flow stage (distribution network design), 161Flow time, 112FlyerTalk, 393FMCG (fast-moving consumer goods), 100fMRI (functional magnetic resonance imaging), 284FMS (fl exible manufacturing system), 143Focused factories, 143Focused manufacturing, 134Focus groups, 374, 439, 441, 446Fong, M. W. L., 631Food and Drug Administration (FDA), 229Food industry, 623Food miles, 207Food production case study, 6–13Food Terminal, 77Ford, Henry, 120, 133, 353Ford Motor Company, 133, 134, 239, 468, 731Forecasts, 50, 207, 213, 214Foreign Corrupt Practices Act, 409Foreign direct investment (FDI), 180, 646

defi ned, 799fl ows of, 796–798in Korea, 781of multinational enterprises, 704opening of markets to, 794

Forgery, with RFID, 229Forman, C., 622Formosa Plastics Group, 775Forrester, J. W., 3, 22, 132Forrester Group, 647Forrester Research, 103, 114, 115, 451, 668Forsythe, Sandra, 278Fortune magazine, 340Forum sites, 385FOSS, see Free and open source softwareThe Fountainhead (Ayn Rand), 3124Ps, 470Fournier, S., 283, 286Four-step transportation model, 150Fourth-party logistics provider (4PLs), 45, 148, 157Framing (storytelling), 307–308France, 661, 662Frankfurt Airport, 239Fraport AG, 239Frazier, G. V., 97Free and open source software (FOSS), 607–608, 610Freedom/enslavement confl ict, 283

Freedom of information laws, 513Free software, 607Free trade agreements, 87Freight-forwarding companies, 71Freight transport, 149–151, 154–157French General Direction of Telecommunication, 248Frequencies (RFID), 233, 235Frequency:

of information fl ow, 46of transaction, 123

Frequent-fl yer miles, 401Frequently Asked Questions (FAQs), 458Fridstrøm, L., 149Friedman, T., 85Friedman, Thomas, 353, 646Frito Lay, 457Frohlich, M. T., 121FTPs (fi le transfer protocols), 506Fu, P. P., 837FUD (fear, uncertainty, and doubt), 424Fuel prices, 208Fujitsu, 519, 699Fukuyama, F., 810Fulfi llment, 215–216Fulfi lls/creates needs confl ict, 283Fuller, J. B., 104Fuller, Renée, 305Functional equivalence, 535–536, 540Functional level (of marketing), 422, 423Functional magnetic resonance imaging (fMRI), 284Functional products, 34, 105, 124–125Functional specialization, 30Functional value-in-use, 319Fundraising web sites, 502Fung, V. K., 647, 649, 810“Future state of logistics,” 121

GGalactic Network concept, 585–586Galaskiewicz, J., 691Galbraith, J., 696Galliers, R. D., 760Gallup, 335Gaming, 282, 360GAMs, see Global account managersGandhi, Mahatma, 783GAO (U.S. General Account

Offi ce), 211Gap, Inc., 442GAPO (Global Account Program Offi ce), 742Garcia, J., 284, 286Gargiulo, M., 691Garino, J., 436Gartner, 343, 344, 604Gartner-Dataquest Report, 132Garud, Raghu, 760Gatignon, H., 279GDLN (Global Distance Learning Network), 605GDM, see Global delivery modelGeico, 400Gelfand, M. J., 835Gen 2 protocol, 236, 246

bindex.indd 894 12/1/09 10:17:57 AM

INDEX 895

Gender, and online shopping, 280–281Genentech, 421General Electric, 116, 324, 364General Motors, 134, 340, 724Generation differences, 333–336Generation V, 334–335Generation X, 331, 333–337, 348Generation Y, 331, 333–337, 348Geographical distance, 619Geographic dispersion, 187, 188Geographic diversifi cation, 615Geographic information system (GIS), 190Geographic structures:

defi ned, 415for sales forces, 412

Geography, 68, 74, 129, 739–740Geopolitical risks, 208Geopolitics, 595–596Georgakopoulos, A., 161Geppert, M., 618German GAAP (General Accepted Accounting

Principles), 746German General Accepted Accounting Principles

(German GAAP), 746Germany, 588G-form organizations, 642, 650Ghemawat, P., 618, 619, 622Ghose, S., 280Ghoshal, S., 615, 642Gibbs, J., 620Gibson, B. J., 5Gibson, C., 717Gidoomal, R., 805Giffi , C., 135Gifts, 285, 775, 779Gift Shop, 605Gill, T., 279, 282, 286Gillette, 222Gillingham, M., 34, 35Giri, 778, 787GIS (geographic information system), 190Giunipero, L. C., 49Glaeser, E. L., 49GLCs, see Government-linked corporationsGlobal Account Certifi cation Program, 740, 743Global account management

programs, 735–743creation of, 737–743

human resources, 740–741organization, 738–740strategy, 737–738systems and processes, 741–743

future for, 743location of, 736terminology, 743trends affecting, 735types of, 736–737

Global account managers (GAMs), 738–743Global Account Program Offi ce (GAPO), 742Global accounts, 743Global business drivers, 612–625

application of, to industries, 622–624

manufacturing, 623research and development, 623services, 624software, 623

conceptual roots of, 614–616defi ned, 613, 625future of, 620–622terminology, 625types of, 616–620

Global business managers, 643, 650Global customers, 742Global delivery model (GDM), 829, 841Global demands, 645–646Global deployment of Internet, 609–610Global diaspora, 605Global Distance Learning Network (GDLN), 605Global economic independence, 604Global footprint, 191Global functional managers, 644, 650Global inclusion, 602, 603Global information and communications technologies,

665–676barriers to design/development of, 669–672development/implementation teams, 673–674government initiatives promoting, 668–669offshoring/outsourcing in, 666–668platform, 665–666and software localization/internationalization, 672–673and standards, 668terminology, 675–676

Global information systems, 675Global information technology workforce, 828–841

countries with professionals in, 830–834cultural intelligence in, 836–840

collaborative problem solving, 837–838communication, 838competencies, 839–840confl ict resolution, 837goal setting/performance management, 838–839planning and task coordination, 839

and culture, 835–836and offshoring/nearshoring, 828–829terminology, 841top IT software/service companies in, 834–835

Global Internet, 610Globalization:

debates about, 793defi ned, 191effects of, on site selection, 178–180and information systems, 665–666and logistics/distribution, 189and personalization, 474and production, 182and R&D, 179–183and suppliers, 180and supply chain management, 25, 127–129

Globalizing customers, 618Global Leadership and Organizational Effectiveness

(GLOBE) study, 758, 835, 841Global logistics, 68–88

challenges with, 84defi ned, 87

bindex.indd 895 12/1/09 10:17:57 AM

896 INDEX

Global logistics (continued )and environmental sustainability, 82–84and information technology, 80–82just-in-time logistics, 69shipping industry, 77–80

port authorities, 80ship owners, 78–80terminal companies, 79–80

terminology, 87–88trade/transportation, 73–77transportation gateways, 69–72

Global management, 641–651challenges with, 645–648

balancing global and local demands, 645–646corporate social responsibilty, 646host-country expectations, 646–647supply chains, 647talent management, 647–648

communication in, 648–650development of, 642roles in, 641and technology, 641–642terminology, 650–651types of global managers, 643–645

Global manufacturing networks, 178, 191Global marketing, 518–528

benefi ts of, 525–526and changes in marketplace, 519–520and convergence/divergence, 521defi ned, 528evolution of, 521–525limits to, 526–527

Global marketing research, 530–540alternative data sources for, 533–535conceptual and operational issues in, 530–532defi ned, 530establishing data equivalence in, 535–537implementation steps, 537–540

data analysis, 539–540instrument design, 538sampling/survey administration techniques, 538–539technique selection, 537

planning of, 532–533terminology, 540

Global matrix, 648–650Global outsourcing, 604, 610Global patents, 683GlobalPlatform, 251, 260–262Global positioning systems (GPSs), 82Global processes, 728Global production, 138Global reach, 77–78Global shipping lines, 87Global software development teams, 675, 837, 839Global sourcing, 729Global Standard for Mobile Commun ications

(GSM), 445Global supplier networks, 49Global supply chains:

management of, 647manufacturing in, 136–138

Global surveys, web-based, 638, 639

Global system for mobile commun ications (GSM), 253–257, 262

Global teams, 713–722advantages/disadvantages of, 714creation of, 715–717defi ned, 721for innovation, 713–714leadership of, 719–721as management tool, 714process issues with, 717–719tasks for, 714, 715terminology, 721–722

Global Trade Point Network (GTPN), 597Global workforce, 629–638

communications in, 632–633and culture, 634defi ned, 629, 639leadership in, 636–637ongoing learning in, 633–634organizational contexts of, 630–631staff characteristics in, 631–632and technology, 629–630, 632, 637–638terminology, 638–639work methods in, 634–636

GLOBE study, see Global Leadership and Organizational Effecti veness study

Glocalization, 642, 656Goals, 410–414, 691, 730Goal setting:

in global information technology workforce, 838–839for global teams, 715

Godin, S., 489Goes, J. B., 766Goldsmith, Marshall, 631Gomzee Mobile Marketing, 429Goodwill, 753Google, 337, 344, 346, 368, 375, 393, 421, 441, 443, 455,

473, 552Gou, T. T. M., 810–811Governance, 347Governance structure of an institution, 851, 852, 860Government, 619, 646–647Government initiatives, 668–669Government intervention, 156Government-linked corporations (GLCs), 802–803Government policy, 595Government regulation:

of carbon emissions, 207and contract laws, 97of offshoring, 667

Government web sites, 502–503Govindarajan, V., 716GPSs (global positioning systems), 82Gradual innovation, 685Grain, 571, 580Granularity, 557–558, 565Graphics:

function of, 766in online analytical processing, 576, 578

Graphic design, 311, 315Grassroots marketing, 441, 442Graves, Michael, 313

bindex.indd 896 12/1/09 10:17:58 AM

INDEX 897

Graves, S. C., 108, 141Gravity model, 680Great Cultural Revolution (China), 772, 822Greece, 588Green Book (American Marketing Association), 532Green logistics, 156, 209Green manufacturing, 143Greenness, 29, 41Gregan-Paxton, J., 279Gregory, M., 197Greve, H. R., 691Grey’s Anatomy, 442Griffi n, Abbie, 322Grocery industry, 97Grönroos, C., 463Gross, Irv, 318Grossman, G., 679Groth, A., 595Group size, 716Group support systems (GSSs), 659Groupware, 621Groupware technology, 715Grove, Andy, 332, 357, 426Growing systems, 97Growth-related skills, 414Growth triangles, 799GSM (Global Standard for Mobile Communications), 445GSM (Global system for mobile communications),

253–257, 262GSM Association (GSMA), 486GSM World Wireless Intelligence, 485GSSs (group support systems), 659GTPN (Global Trade Point Network), 597Gu, J., 163, 164Guanxi, 28, 775, 795, 811Guerilla marketing, 441, 446Guide, V. D., Jr., 25Gulati, R., 436Gummesson, E., 36, 468Gunasekaran, A., 197Gunter, H., 197Gupta, A., 716Gupta, S., 464Gupta, Sunil, 387Guru, 456

HH1-B visas, 674Hackman, S. T., 170, 171Haier Group, 138Hajj, 784Hakansson, H., 34Haley, G. T., 802, 806–808Haley, U. C. V., 802, 806Half-price.com, 302Hall, E. T., 758Hall, P. A., 793Halterm Income Fund, 79Hammer, M., 133, 136, 660Hamming weight, 262Hammond, J. H., 106, 107HAMs, see Headquarters account managers

Handfi eld, R. B., 621Hands-on experience, 806Han Dynasty, 772Hanson, Gordon H., 679Hanssmann, M., 116Hard infrastructure, 742Hard measures, 35Hardware, 232–234, 623Harmony, 817Harrah’s Casino, 355, 401Harrison, A., 33, 35Harvard Business School, 340Hasan, H., 760Hassan, M., 166Hatten, K. J., 729Haug, P., 177Hauser, J. R., 724–725Hayes, R., 178, 186Hayes, R. H., 135Hayter, R., 185Hazardous substances, 272HD-DVD, 292Headquarters account managers (HAMs), 739, 743Health, 83Health care, 241–242Health/safety expenditures, 272Healthwatch, 292Health web sites, 502Heath, C., 308, 310Heath, D., 308, 310Hedlund, G., 645Hedonic benefi ts, 483, 495Heese, H. S., 110Helix Commerce, 343, 345Helper, S., 32Helpman, E., 679Hemingway, Ernest, 305Hendricks, K., 199Hennet, J. C., 97Henry, E., 753–754Heragu, S. S., 166Hergert, M., 1Herzenstein, Michal, 283, 284Heskett, J. L., 104Hess, James, 387Hesse, Markus, 616Heterogeneity, of services, 396, 404Hewitt, F., 2, 4Hewlett-Packard, 21, 104, 138, 206, 364, 476, 649, 829HF, see High frequencyHierarchy:

in Chinese etiquette, 775in Theravada Buddhism, 782

High-context cultures, 716, 721Higher education, 846–852, 860High frequency (HF), 225, 230High resolution management, 243, 246High-speed networks, 543High-technology products, 414

convergent, 282–283, 287marketing of, 290–303, 424–433

Hill, T., 178

bindex.indd 897 12/1/09 10:17:58 AM

898 INDEX

Hillestad, R. J., 108Hilton Hotels, 387, 399Hinduism:

defi ned, 787and Indian merchants, 804in Southeast Asia, 783

Hines, P., 33, 34, 37Hire and reward transportation, 148, 157Hiring practices, 335, 414Hirschorn, M., 437Hisrich, R. D., 293Historical data, 208Hitt, L., 384Ho, S. Y., 479Hoch, S., 479Hodder, J. E., 177Hodges, D. R., 784Hoffman, D. L., 280, 286, 298Hofstede, G., 770, 794, 795Hofstede, Geert, 654, 698Holahan, Catherine, 389HOLAPs, see Hybrid OLAP systemsHolguín-Veras, J., 150Holism, 2, 121Holistic information-processing, 806Hollywood Stock Exchange, 360Holmström, J., 100Holographic perspective, 645–646Holweg, M., 124–125Honda, 645Hong Kong:

as business center, 774foreign direct investment in, 796mobile marketing in, 487

Hon Hai Precision Industry Co., 810Honne, 778, 787Hoondies, 803Horizontal communication, 661Horizontal expansion, 186Horizontal lines, 312Horvitz, Eric, 478Hospitals, 241Host-countries, 646–648, 650Hosted application management, 347Hotel.com, 386Hotmail, 442Hotwire.com, 389Houlihan, J., 3House, R., 758Householder stage (Hinduism), 783Howe, D. K., 619HPH (Hutchison Port Holdings), 79HRD, see Human resource developmentHTML, 455, 501HTTP protocol, 93Huba, Jackie, 402Hub-and-spoke system, 77, 85, 87, 154, 166Hubble project, 666Huberman, M., 766Huertas, J. I., 169Hui, Pamsy P., 647Human action, 763

Human error, 395Human resource development (HRD), 817, 819Human resource management, in Asia, 814–823

in developed economies, 815–818in newly developing economies, 818–820research on, 814–815in socialist market transitional economies, 820–821terminology, 823

Human resources (in global account management), 740–741

Hungary, 527Hunt, S. D., 465Hunt, W. R., 595Hupfer, M. E., 280Hurricanes, 208Huston, Larry, 357Hutchison Port Holdings (HPH), 79Hwang, C., 177Hwang, H. S., 169Hyatt Legal Services, 398Hybrid approach, to ICT team location, 674Hybrid cars, 311, 357Hybrid modes of governance, 123Hybrid OLAP systems (HOLAPs), 557, 575, 580Hypercubes, 558, 565Hyperlinks, 551–552

IIASs, see International accounting standardsIASB, see International Accounting Standards BoardIASC, see International Accounting Standards

CommitteeIASCF, see International Accounting Standards

Committee FoundationIbarra, H., 691IBM, 63, 106, 107, 109, 340, 342, 345, 356, 394, 396, 519,

586, 650, 738IBM WebSphere, 95–96, 100ICANN, see Internet Corporation for Assigned Names and

NumbersICC (integrated circuit card), 249, 262ICC (International Chamber of Commerce), 597ICC manufacturers, 249Iceland, 534ICT, see Information and communications

technologyIdealized design, 356iDEAS-W (Internet-based Data Envelopment Analysis for

Warehousing), 171Identify Friend or Foe (IFF) systems, 220, 230IDTechEx, 211I-EDI (interactive exchange protocol), 668IFC (International Finance Corporation), 340IFD (interface device), 249IFF systems, see Identify Friend or Foe systemsIFRIC, see International Financial Reporting

Interpretations CommitteeIFRS, see International Financial Reporting StandardsIgloo, 342IGo, 454, 455IITs (Indian Institutes of Technology), 847, 848Il-Horn, Hann, 384

bindex.indd 898 12/1/09 10:17:59 AM

INDEX 899

Illegal software, 671ILS (integrated logistics support), 105Image, 182IMC, see Integrated marketing communicationIMF (International Monetary Fund), 779Impairments, 753Imperatives (storytelling), 308IMP (Industrial Marketing and Purchasing) Group, 34Implementation skills, 740Implementation teams, 673–674Imports, 680Impression formation, 509IMPs (interface message

processors), 598IMSI (international mobile subscriber identity), 255Inbound e-mail, 458Inbound logistics, 50Incentives, 23–24Incentive effi ciency, 707–709, 711Income statements, 752Incremental innovations, 337, 424Incremental systems development, 561Increment in market share, 271IND, see IndividualismIndependent agents, 413, 414Independent data marts, 557India:

case study on education/technology in, 845–860diffusion of Internet in, 588economic profi le of, 815, 816in global economy, 71, 73, 79growing market of, 618information technology industry in, 804intellectual property in, 622Islam in, 784management in, 785–786newly developing economy of, 818–819offshoring to, 828–829outsourcing to, 364, 394and travel, 839urban population in, 534

Indian Institutes of Technology (IITs), 847, 848Indian overseas management, 806–807Indirect exporting, 522Indirect materials, 53Individual branding, 371Individualism (IND), 669

in China, 773collectivism vs., 716in corporate partnering, 698defi ned, 721, 767and information management, 655, 662–663in national culture, 758

Industrial clusters, 180, 191Industrial design, 311, 315Industrialization, 30Industrial marketing, 317Industrial Marketing and Purchasing (IMP) Group, 34Industrial revolution, 133Ineffi ciency, 16InfoDev (Information for Development Program), 597Infomat, 456

Information access, 292, 395Informational web sites, 500Information asymmetry, 705Information and communications technology (ICT). See

also Global information and communications technologies

defi ned, 598, 610, 639, 675in global information systems, 665–667in global workforce, 629, 632marketing of, 424and national culture, 758, 760performance measurement of, 730–731and poverty, 610role of Internet in, 585, 596–598in Rwanda, 604–605skills training in, 638

Information distortion, 22Information exchange, 292Information fl ow, 2

in supply chains, 45, 46in warehousing/distribution, 159, 169

Information for Development Program (InfoDev), 597Information function, of RFID, 237Information hiding, 732Information horizon, 46Information integration, 121Information management, 89, 653–664

and culture, 654–663digital information, 653and individualism/collectivism, 662–663and masculinity/femininity, 662and power distance, 660–661in real-time supply chains, 267–268and strategic decision making, 657–660terminology, 663–664and time orientation, 662and uncertainty avoidance, 661–662

Information overload, 760Information-processing, 806Information processing theory, 574Information search, 280–281, 287Information Tapestry project, 478Information technology (IT):

and corporate partnering, 697and culture, 654for customer service, 106defi ned, 625and global business drivers, 616and global logistics, 80–82in real-time supply chains, 267–268transparency with, 29at Wal-Mart, 24

Information Technology Agreements (ITA), 597Information-technology enabled services (ITESs),

680–682, 688, 860Information transparency, 236Infrastructure:

as factor in R&D site selection, 181in global account management, 741–742threats to, with RFID technology, 237

ING, 344, 345In-licensing, 704–706

bindex.indd 899 12/1/09 10:17:59 AM

900 INDEX

Inmon, Bill, 556, 557InnoCentive, 358Innovation, 127

adoption of, 595–596, 598collaboration in, 294, 336–337defi ned, 292, 303in distributed energy supply, 606–607economic, 604–605global teams for, 713–714and offshoring, 681, 683–687rigidities in technological, 425–426role of marketing in, 422with storytelling, 308technology, 767transferral of, 644

Innovationjam, 650Innovative products, 34, 105, 124–125Innovators, 279, 293, 371Innovator’s dilemma, 425, 433Input_fi les, 255Input markets, 685Input/output (I/O), 260, 262Input-output model, 163Input/output points, 168Input/output tables, 148Inseparability (services), 396, 404Inspiration (storytelling), 310–311Instant messaging, 346, 505–506, 715–716Institute for Scientifi c Information (ISI), 368Institute for the Study of Business Markets

(ISBM), 318, 321Institute of Manufacturing (Cambridge University),

186, 187Institutional theory, 794, 799Institutions, 758, 759, 767Instrumentalities, 415, 418Instrument design, 538Intangibility, 395–396, 404Intangible products, 298Integrated circuit card (ICC), 249, 262Integrated data warehouses, 578–579Integrated logistics management, 2Integrated logistics support

(ILS), 105Integrated marketing communication (IMC), 297–298,

450, 460Integrated materials management, 2Integrated planning, 20–21Integrated structures, 68Integration:

with e-commerce initiatives, 436in global marketing, 525in manufacturing strategy, 135with organizational communications, 513in supply chain strategies, 121–122, 130in transportation/logistics supply chains, 148

Integration issues, with RFID, 234–235Integrative negotiation, 19Intel, 371, 432, 684Intellectual property:

and global information systems, 670–671as globalization factor, 618, 621–622

and Internet diffusion, 597in new product development, 294and R&D offshoring, 684in relationship management, 31in technology sourcing, 707–708

Intelligent Island initiative, 669Intended strategy process, 295Interaction, 509Interactive Advertising Bureau, 452Interactive exchange protocol (I-EDI), 668Interactive kiosks, 399Interactive marketing, 404Interactive media, 498–499Interactive navigation, 575Interactive Voice Response (IVR), 111, 399Interactivity, 516Interbrand, 487Interconnection standards/protocols, 606Interdependence, 793

coordinated, 187, 188defi ned, 717, 721in product development, 727in relationship marketing, 464types of, 124

Interdisciplinary teams, 362Interface device (IFD), 249Interface message processors (IMPs), 598Interfi rm negotiation, 692Interfi rm partnerships, 692–693Intermodal gateways, 86Intermodal strategy (transportation), 20, 75Intermodal transport systems, 71, 152, 153Internal business process perspective, 271Internal collaboration, 32Internal control, 716, 721Internal global business drivers, 616, 617Internal rate of return (IRR), 64International accounting, 745International accounting standards (IASs), 745–755International Accounting Standards Board (IASB),

746–751, 753–755International Accounting Standards Committee (IASC),

746–748, 755International Accounting Standards Committee

Foundation (IASCF), 746, 748, 749, 754, 755International alliances, 691International capital fl ows, 617International Chamber of Commerce (ICC), 597International competition, 178International expansion, 704–705International Finance Corporation (IFC), 340International Financial Reporting Interpretations

Committee (IFRIC), 746–751, 755International Financial Reporting Standards (IFRS),

745–747challenges to, 754–755defi ned, 747due process of IASB and IFRIC, 749–750in European Union, 750–751terminology, 755in United States, 751–752U.S. GAAP vs., 752–754

bindex.indd 900 12/1/09 10:18:00 AM

INDEX 901

International institutions, 597Internationalization, 2, 841International joint ventures (IJVs), 692, 699International key account management, 735, 743International manufacturing, 177–178International Maritime Organization, 83International marketing, 524, 528International mobile subscriber identity (IMSI), 255International Monetary Fund (IMF), 779International Organization for Standardization (ISO),

225, 227, 668International Organization of Securities Commission

(IOSCO), 748International sourcing, 49International strategic alliances (ISAs), 695–697International supply chains, 68–69, 80–82, 84,

85, 87–88International technology transfer, 759–760, 767International Telecommunication Union, 665International trade, 614International trade theory, 625International Visa, 260Internet, 602–610

access to, 484, 607–609, 653and alternative pricing strategies, 301, 302blogs, 339–341business-to-business marketing with, 328connectivity with, 653and consumer behavior, 280–281in crisis planning, 510as distribution channel, 298e-procurement systems with, 55expansion of connectictivity with, 603–605future directions for global deployment of,

609–610gaming consoles with, 282as global business driver, 620and global inclusion, 602, 603and global marketing, 520growth of, 680impact of, on warehousing, 169and issues management, 510–511and marketing strategy analysis, 355as medium for commerce, 277price competition on, 383for sales, 417sales training via, 415self-service technology on, 399as source for high-technology consumers, 292and supply chain management, 24system design approaches with, 206technology expanding access to, 605–607terminology, 610Web 2.0 technologies, 337–349

cloud computing, 346–347podcasting, 341–342social media, 342software as a service, 347success areas in, 347–348virtual worlds, 342–344wikis, 344–346

wireless, 483–484

Internet banking, 281Internet-based Data Envelopment Analysis for

Warehousing (iDEAS-W), 171Internet black holes, 666, 675Internet cafes, 596, 608Internet Corporation for Assigned Names and Numbers

(ICANN), 586, 588Internet diffusion, 585–598

across the world, 588–595economic factors impacting, 596future scenarios of, 587–588history of, 585–587institutional factors impacting, 596–598terminology, 598theories of, 595–596

Internet-enabled supply chains, 89–101challenges with, 96–100

economic, 100social, 96–97technical, 97–100

deployment platforms for, 95–96impacts of, 92management of, 89, 92–95status of, 89–92technologies, 92–95

electronic data interchange, 92–93XML-based B2B interaction frameworks, 93web service, 93–95terminology, 100–101

Internet hosts, 586–589, 598“Internet of things,” 243–244, 246Internet procurement, 19Internet Protocol TV (IPTV), 587Internet Security and Acceleration Server, 95Internet shopping agents (ISA), 383Internet usage, 520, 610Interviewing, personal, 538Interwarehouse management, 163Intrafi rm (term), 688Intrafi rm offshoring, 678, 685–686Intrafi rm trade, 680Intranets, 502In-transit merges, 162Intrateam diversity, 669Intrawarehouse management, 163Introductions (in Korean business etiquette), 781Inveneo, 607Invention, 292, 302Inventory:

for after-sales service, 107costs of, 159and customer demand, 48and e-procurement, 54, 62fl uctuation in, 207physical, 43–44in service operations, 112of spare parts, 108

Inventory control policies, 164Inventory decisions, 161Inventory forecast accuracy, 271Inventory holding centers, 165Inventory management, 90

bindex.indd 901 12/1/09 10:18:00 AM

902 INDEX

Inventory positioning, 214Inventory processes, 212Inventory reduction, 147Inventory response time, 107Inventory turnover, 107Inventory turns, 194Investment, 100Investment analysis, 177Investor relations web sites, 501IOSCO (International Organization of Securities

Commission), 748Iowa Electronic Markets, 360iPhones, 417, 479iPods, 296, 305, 310, 313, 354, 370, 435–436IPTV (Internet Protocol TV), 587Ireland:

diffusion of Internet in, 588offshoring to, 667–668, 828urban population in, 534

IRR (internal rate of return), 64Irving Group, 75ISAs (international strategic alliances), 695–697ISBM (Institute for the Study of Business Markets),

318, 321ISI (Institute for Scientifi c Information), 368Islam, 783–786, 788ISO, see International Organization for StandardizationISO 9000 series, 646ISO 14000 series, 646ISO-18000 standard, 222, 226, 227IS-OPTIMUS, 91Israel, 588Issuance, of smart cards, 251Issues management:

defi ned, 516in online public relations, 510–511in traditional public relations, 498

Issuer-to-card scripting, 259ITA (Information Technology Agreements), 597Italy, 588IT Chemist, 605ITC Limited, 666i2 Technologies, 113Ives, B., 616, 618, 619IVR, see Interactive Voice ResponseIyer, G., 383, 385

JJack, G. A., 764Jackson, B. B., 34Jaffee, D. M., 623, 624, 680James, M., 99Jap, S., 440Japan, 776–779

adoption of Western statistical approaches in, 793business etiquette in, 779cohesive leadership in, 663communication in, 596cultural infl uences on strategic management in,

803–806cultural virtues in, 778–779diffusion of Internet in, 588

economic history of, 776economic profi le of, 815, 816in global economy, 71, 73keiretsu in, 777–778personal correspondence in, 598strategic decision making in, 657–660time orientiation in, 662uncertainty avoidance in, 661urban population in, 534zaibutsu in, 777

Japanese industrial model, 28–29Japanese producers, 41Jarvenpaa, S. L., 616, 618, 619Jatropha oil, 607Java-based Web applications, 96Java Card, 259, 260Jefferson, Thomas, 641Jeitinho, 764Jenkins, C. H., 171Jensen, J. Bradford, 680Jensen, Robert, 759–760Jerry’s Guide to the World Wide

Web, 449JetBlue Airways, 393, 401, 456JetBlueHostage.com, 456Jiang, H. C., 91Jin, Goh Hup, 810JIT approach, see Just-in-time approachJive, 342Job discrimination, 414Job loss, 667Joglekar, N. R., 730Johansen, R., 634John, D. R., 279Johnson, E. J., 280, 384Johnson & Johnson, 361Johnston, M. W., 414Joiners, 451Joint ventures (JVs), 34, 691–692

defi ned, 711role of culture in, 699and technology sourcing, 704–708

Jones, D. T., 2, 4, 13Jordan, W. C., 141JotSpot, 344Journalists, 456, 500–501, 505Juels, Ari, 228, 229Jungthirapanich, C., 177Jupiter Communications, 458Justice, 379Just-in-time (JIT) approach:

defi ned, 37–38, 50, 87for logistics, 69, 74–75for physical fl ows, 41, 43, 44in real-time supply chains, 268for relationship management, 31

JVs, see Joint ventures

KKahn, B., 586Kale, R., 90Kanban, 30, 38, 44, 50, 91, 100, 142

bindex.indd 902 12/1/09 10:18:00 AM

INDEX 903

Kapow Technologies, 346Kaput, K. W., 696Kärkkäinen, M., 100Karma, 782, 783Kasarda, J. D., 616Ka-shing, Li, 810KBDSS (knowledge-based decision support

system), 177KDD (Knowledge Discovery in Databases) process, 542KDnuggets, 553Kearney, A. T., 71Keck Virtual Factory Lab, 171Kedia, B. L., 763Kehoe, D., 91Keil, Mark, 760Keiretsu, 776–778, 788, 811Keller, Kevin, 428Keller, K. L., 489Kelley, T., 308Keneva, 343Kenya, 604, 666Keskinocak, P., 24Ketels, C., 37Key account management, 736, 743Key performance indicators (KPIs), 10, 11, 13Keyword advertising, 455–456, 460Keywords, 503Kibun, 781Kick-off meetings, 716–717Ki key, 255Kim, Dae-Young, 280Kim, J., 563Kim, Jiyeon, 278Kim, T. Y., 771Kimes, S. E., 190King, W. R., 622Kiosks, 506Kirkegaard, J., 680Kitting, 165Kleijnen, M., 485Kleinberg, J., 552Kleinschmidt, 728Kletzer, L. G., 680Knight Ridder, 354–355Knospe, H., 99“Know-how,” 181Knowledge, 699, 807–808Knowledge assets, 332Knowledge-based decision support system (KBDSS), 177Knowledge centers, 297, 616, 621Knowledge communities, 659Knowledge creation, 695Knowledge Discovery in Databases (KDD) process, 542Knowledge economy, 180, 191Knowledge gaps, 727Knowledge-intense processes, 569, 570Knowledge management, 57, 631, 670Knowledge-sharing, 605, 696Knowledge spillovers, 621Knowledge transfer, 695–697Knox, S., 466Kogut, B., 695, 696, 704

Kohlhase, J. E., 49Korea, 779–781. See also South KoreaKotabe, M., 679Kotler, P., 489, 492, 493Kotler, Philip, 367Kozinets, R. V., 315KPIs, see Key performance indicatorsKPMG, 110Krackhardt, D., 691Kraemer, K. L., 620Krafcik, John, 13Kraft, 453Kraimer, M. L., 691Kroll, C. A., 619, 624, 681KSW Microtec, 238Kuemmerle, W., 727Kulviwat, Songpol, 278Kumar, N., 91Kumar, Nirmalya, 320Kuok, Robert, 809Kwon, K.-N., 281Kyj, L. S., 104Kyj, M. J., 104Kyoryoku kai, 37Kyoto Protocol, 209

LLabeling, 165Labor Contract Law, 821Labor costs, 617Labor expenses, 152Labor market, 680Laggards, 279, 293, 371Lai, K. H., 96Lai, K. K., 169Lal, R., 383, 386Lambe, C. J., 161Lambert, D. M., 34, 122, 197, 200Lamming, R., 32–33, 35–37Lamoreaux, N. R., 133Lancaster, Kelvin, 474Lancioni, R. A., 91Landing pages, 500Landor, Walter, 315Langley, A., 766Language, 718, 719, 740, 741, 838Language barriers, 597–598, 608, 670Lao Tzu, 772, 785LaPebbles.com, 520Lapide, Larry, 267Laptop computers, 417Large data volume, 236Lasserre, P., 806Lassk, F. G., 416Last-In First-Out (LIFO) inventory method, 753Last mile problem, 20Late majority, 279, 293Late modernism (design), 313Lateral transfers of knowledge, 806, 808Latin America. See also specifi c countries

diffusion of Internet in, 589, 594foreign direct investment in, 796–797

bindex.indd 903 12/1/09 10:18:01 AM

904 INDEX

Latin America (continued )internet usage in, 520, 603local environmental diversity in, 527mobile communications in, 608telecenters in, 604

Laura Ashley, 465Lauterborn, Robert, 324, 329Lawler, J., 819Lawson, B., 2Layout design, for warehousing, 167–169LBA, see Location-based advertisingLeadership:

of chaebols, 780for collaboration, 347of global teams, 719–721in global workforce, 636–637in human resource management, 817in innovation, 426by sales managers, 408–409

Leagility, 126Lean (term), 13Lean manufacturing, 44, 142–143, 211Lean production, 48Lean supply, 29Lean techniques, 6, 12, 43Learning, 633–634, 695Learning ability, 188Learning and growth perspective, 271–272Learning curves, 637, 639Learning organizations, 639Learning theory, 306–307Least-cost location theory, 176Lee, E.-J., 281Lee, H., 24, 97, 178, 232Lee, H. L., 22, 23, 104, 105, 121, 125, 126Lee, J., 116Lee, Jinkook, 281Lee, M.-T., 760, 763Lee, S.-M., 759Legacy, 811Legacy applications, 212Legal issues:

as factor in R&D site selection, 182in global ICT, 670–672with online public relations, 513

Legal tasks, 267Lego, 127Lehmann, D. B., 279Lehto, X. Y., 280Lei, Jing, 282Leidner, D. E., 760Lemmi Fashion, 238Lemon, K. N., 418Lenovo, 371, 519, 797Leonardi, P. M., 757Less-than-truckload (LTL) diseconomies, 22Level schedule, 50–51Levinson, Marc, 68Levi’s, 463Levitt, T., 462, 525Lexus, 451LF, see Low frequencyL-form organizations, 642, 650

LFR (location factor rating), 186Li, Charleen, 629–630, 635, 636Li, K., 109Liberalization, 819License plates, 475Licensing, 692Lichlinder, J. R. C., 602Licklider, J. C. R., 585–586, 602Liden, R. C., 691Life cycle, of customer, 326–329Life cycle analysis, 371–372LifeLine, 292Lifestyle, 483, 488Lifetime employment, 778, 821Lifetime value, 368, 371, 380LIFO (Last-In First-Out) inventory method, 753Li & Fung Limited, 128–129, 810Likert scale, 111Lin, C.-H., 278Lin, H.-Y., 562Lincoln Electric, 320Linear barcodes, 230Line networks, 154Link-analysis tasks, 544–545Linkedin.com, 504, 632Link exchange, 503Link mining, 551–552Links, 155, 157Linksys, 368, 371Linux, 431LISA (Localization Industry Standards Association), 673Listservs:

in global workforce, 633in public relations, 505

Literacy rates, 595–597, 608Litigation, 731Littman, J., 308Liu, Yunchuan, 387Live chat, 450Livestock, RFID labeling of, 221L.L. Bean, 465LLC (low-cost country) manufacturing, 137Load factor, 150, 155Loading, application, 251–252Load ratio, 161Local demands, 616, 645–646Localization, of medical tools, 241Localization Industry Standards Association (LISA), 673Location, 625

as factor in global ICT, 670of global account management programs, 736and international trade, 614–615regional economics of, 614of warehouses/plants, 161

Location appropriateness, 187Location-based advertising (LBA), 492, 495Location decision, 179Location factor rating (LFR), 186Location theory, 614–615Loch, C. H., 724Lock-in, 368, 371, 380Loewenstein, George, 479Logistics, 156–157. See also Global logistics

bindex.indd 904 12/1/09 10:18:01 AM

INDEX 905

added value of, 146–147available data on, 148cost functions, 147decision making, 148defi ned, 146, 157in global networks, 616government intervention in, 156green, 156, 209in material fl ow, 45with offshoring, 681outbound, 51outsourcing of, 148–149and profi tability, 159route choice, 155–156site selection for, 189–190and supply chain management, 20terminology, 157

Logistics management, 2Logistics model, 151Logistics network design, 150, 157Logistics Performance Index (LPI), 82Logos, 487LoJack, 437“The Long Tail,” 338Long-term action plan achieve ment, 271Long-term contracts, 105Long-term decisions, 20Long-term orientation (LTO), 655, 662,

669, 758Long-term relationship selling, 407, 410, 460Lord, B. R., 1Loss of face:

and confl ict resolution, 837in Korean business etiquette, 781

Lotus Notes, 659Low-context cultures, 721Low-context information systems, 808Low-cost country (LLC) manufacturing, 137Low-cost production, 138Low frequency (LF), 225, 230Loyalty. See also Brand loyalty; Customer loyalty

with e-commerce, 386in human resource management, 817of Korean employees, 780in strategic management, 805

Loyalty promotion, 481Loyalty rewards programs, 401LPI (Logistics Performance Index), 82LTL (less-than-truckload) diseconomies, 22LTO, see Long-term orientationLu, L., 773Lulu.com, 349Lusch, R. S., 357Lusch, R. F., 404Lycett, J. E., 285Lynch, J. G., 383Lynn, L. H., 771Lysons, K., 34, 35

MMacBeth, D., 35, 36MacCormack, A., 178Machine to machine (M2M), 243

Machine uptime/availability, 107, 109MacMurray, T., 803Macquarie Infrastructure

Partners, 79MADM2 method (multiple attribute decision

making), 177Madslien, A., 149Maersk, 78Magnan, G. E., 122Magretta, J., 126Mahajan, V., 353Mahar, S., 90Mail surveys, 538, 539Maintenance, of supply chain relationships, 36–37Maintenance, repair, and operation (MRO) marketing,

328, 329Majesco Mastek, 347Make-or-buy decisions, 149Makes-to-order (MTO), 20, 47Makes-to-stock (MTS), 20, 48Make-to-forecast (MTF), 44, 46, 51Make-to-order systems, 216Making (process), 17Malaysia, 597

economic profi le of, 816Islam in, 784management in, 786mobile marketing in, 487newly developing economy of, 819–820subethnic groups in, 771

Malnight, T. W., 799Management. See also Global management

of e-sourcing components, 57of global supplier networks, 49impact of RFID on, 243of Internet-enabled supply chains, 89, 92–95of manufacturing, 139of offshoring, 683–687of online public relations, 511–512of quality, 105–106of service operations customer service, 112of supply chain relationships, 31, 32, 42of technological change, 758–760of technology, 767

Management accounting, 1Management information systems (MISs),

567, 581Management-labor relations, 821Management systems, 169–171Mani, K., 195Manipulation checks, 377Mann, C. L., 680Manrakhan, S, 621, 622Manuel, J., 717Manufacturers’ representatives, 413Manufacturer storage, 162Manufacturing, 133–143

agile, 134, 142–143contract, 138, 324defi ned, 191evolution of, 133–134fl exibility with, 140–142focused, 134

bindex.indd 905 12/1/09 10:18:02 AM

906 INDEX

Manufacturing (continued )and global business drivers, 623in global supply chains, 136–138global teams in, 714green, 143lean and agile, 142–143low-cost, 81offshoring of, 679–680outsourcing of, 647and radio frequency identifi cation, 239–240of smart cards, 249–251strategic and operational facets of, 134–136supply chain design and management of, 139supply chain effi ciency and responsiveness of, 139–140and supply chain management, 20–21taxonomy of global facilities, 138–139terminology, 143

Manufacturing Location Decisions (P. Pongpanich), 184Manufacturing mobility, 188Manufacturing prototypes (design-in), 327Manufacturing resource planning (MRP II), 44Manufacturing strategy, 135, 191Manufacturing supply chains customer service, 106–110

after-sales service supply chains, 106–107implementation examples, 108–110inventory of spare parts, 108performance measures, 107–108

Manugistics, 113Many-to-many relationships, 56Many-to-one relationships, 56Mao Ze-dong, 820Mapping, of value gaps, 201–202Map Share service, 437Marginal cost, 370, 380Marginal innovation, 685Marginal value of time (MVT), 110Mariampolski, H., 307Marine highways, 83Market analysts, 297Market basket analysis, 544, 549Market behavior data, 375Market consolidation, 291Market data, 811Market dynamics, 360–361Market dynamism, 34Marketing, 422–425. See also specifi c headings

buzz, 400defi ned, 422, 433, 528effi ciency of, 271of high-technology products, 290–303, 424–433

alternative pricing strategies, 300–302challenges, 421competencies, 425–432consumers’ decision making processes, 292–293customer relationship management, 300customer service/satisfaction frameworks for,

298–299environment, 290–292market orientation/creative promotion strategy,

296–298market segmentation, 293–296market uncertainty, 424

multiple distribution channels for, 298rigidities, 425–426terminology, 302–303, 432–433

threats to, with RFID technology, 237value propositions in, 422–423

Marketing action, 376Marketing campaigns, 439Marketing communication, 449–460

in advertising, 451–455online formats and vehicles, 453–454performance metrics, 454–455pricing models, 454spending for various media, 452–453

in current marketing context, 449–450future of, 459–460marketing public relations, 456–457permission marketing, 458–459with sales promotion offers, 457–458with search-engine optimization, 455–456with social media, 451terminology, 460

Marketing departments, 21, 469Marketing Engineering Toolkit, 322Marketing metrics, 362, 470Marketing mix, 370–371, 380, 423, 433, 471Marketing plan document, 445–446Marketing public relations (MPR), 456–457, 460Marketing research (MR), 367–380

activities, 369–372branding, 371competitive analysis, 369customer relationship management, 371customer segmentation, targeting, and product

positioning, 369–370life cycle analysis/product portfolio management,

371–372marketing mix, 370–371

ethics, 377, 379planning, 372–376questionnaire design, 376–378sampling, 376scientifi c method in, 368terminology, 379–380on trading/transaction

channels, 162Marketing strategy analysis, 352–365

building competence for, 362–363core questions of, 356–358defi ned, 352, 365in modern marketplace, 353–354sources for, 363–364with technology, 354–356terminology, 364–365tools/processes, 358–362

Marketing uncertainty, 424Market-integrated organization, 739Market mediation, 18Market orientation, 296–298, 433, 521Market penetration, 301Market research, 483Market segmentation:

in business markets, 322

bindex.indd 906 12/1/09 10:18:02 AM

INDEX 907

and customers, 104, 369–370defi ned, 303, 329–330, 380, 433, 495of high technology products, 293–296in marketing research, 369–370and personalization, 474of suppliers, 34in technology marketing, 423, 428–430in wireless marketing, 488–489

Market share models, 360Market skimming, 301Market uncertainty, 424, 433Markman, A. B., 279Markup pricing, 300Markusen, J., 680–681Marshall, G. W., 414, 416Martin, R., 815Martinsons, M. G., 658Masculinity (MAS), 669

in corporate partnering, 698defi ned, 767and information management, 655, 662in national culture, 758

Mashups, 346–347, 349Maslen, P., 589Mason, R. O., 616, 619Massachusetts Institute of Technology, 345Mass customization, 126–127, 130, 404Massey, G. R., 285Mass marketing, 471Mass production, 133Mass promotion, 475Matching, 562, 563, 565Material fl ow, 2, 33

basic features, 42–43logistics and distribution, 45physical inventory, 43–44production process, 44–45

Material handling, 168Material-handling technologies (MHTs), 163Material requirements planning (MRP), 44, 51, 142Mather, H., 46Matrix organization, 739Matten, D., 618Maugain, O., 180Maverick purchasing, 53–54, 63Maxmin, Jim, 465Mayo clinic, 396Mayzlin, D., 386Mazda, 314, 778Mazursky, D., 281McAfee, Andrew, 338McDermott, P., 176–177McDonough, E., 716McGaughey, R. E., 197McKinnon, A., 147McKinsey Global Institute, 136McLaughlin, C. P., 618McNealy, Scott, 388M-commerce, see Mobile commerceMDDBs, see Multidimensional databasesMDX (MultiDimensional eXpressions), 564Mead, Margaret, 654

Measured data, 241Measure equivalence, 536–537, 540Measurement:

of online public relations, 513–514in performance management, 729–731in R&D settings, 724–725

Measurement bias, 731, 732Measurement instrument, 371, 380Measurement noise, 731, 732Measurement reliability, 377, 380Measurement validity, 380MedDev, 730Media, 493MediaCart Holdings, 240Media Metrix, 384Media relations, 498Media richness, 508, 516Medicines, 242MediKiosk, 394Meetings:

between global account and supplier teams, 741kick-off, 716–717software for, 669virtual, 720–721

Mega-ships, 71Mehrotra, A., 161Meiji government, 776Mela, C., 475–476Melnyk, S. A., 195Memory cards with logic, 249Memory-only cards, 248–249Memphis design, 313Mencius, 785Mental models, 356–357, 365Mentoring, 635Mentzer, J. T., 5, 106, 121Merchandising, 380Merchants, 804Merck, 527Mergence, 244Merger and acquisition activities, 206Merli, G., 33, 34, 36Merrill, Thomas, 586Message quality, 512Messaging services, 93Metacognitive cultural intelligence, 836, 839–841Metadata:

and data warehousing, 562, 565defi ned, 580in online analytical processing, 571, 574, 576–577

Metaskills, 414Meta tags, 455–456METRIC (Multi-Echelon Technique for Recoverable Item

Control), 108Metric equivalence, 537, 540Metro AG, 240Meuter, M. L., 278, 281, 286Mexico:

alliances with, 699diffusion of Internet in, 589

Meyer, A. D., 766Meyer, D., 771, 774, 786

bindex.indd 907 12/1/09 10:18:03 AM

908 INDEX

Meyer, K. E., 771Meyers, J. J. M., 161MHTs (material-handling technologies), 163Mick, D. G., 283, 286Microblogging, 506Microchips, 436–437Microlevel behavioral issues, 692–693Micronetwork theory, 692–693Microprocessor cards, 249Microrestructuring, 687Microsites, 501Microsoft, 240, 259, 296, 340, 342, 346, 360, 368, 375, 457,

563, 829Microsoft Message Queue (MSMQ), 95Microsoft .NET, 95Microwave tags, 226Middle East, 520, 588, 590, 603. See also specifi c countriesMiddleware, 232, 234, 237, 246Mihiotis, A., 161Miles, M. B., 766Milk-round (milk run) collection/delivery, 45, 51, 154Miller, A., 99Miller, J. G., 136Mills, J., 92MIME (multipurpose Internet mail extensions)

security, 93Min, S., 122Mintel International Group Ltd., 112MinuteClinic, 400Miscommunications, 637MISs, see Management information systemsMME (mobile media and entertainment), 486MMS (multimedia messaging services), 484MNCs, see Multinational corporationsMNEs, see Multinational enterprisesMo, J. P. T., 91, 97Mobile access, 563Mobile banking, 485, 608Mobile co-brands, 488Mobile commerce (m-commerce), 446, 485–487, 490Mobile coupons, 489, 493Mobile entertainment, 485–486Mobile Marketing Association, 484Mobile media and entertainment (MME), 486Mobile spam, 486–487Mobile Spam Code of Practice, 486Mobile technologies, 436

devices, 224, 228–229, 659and e-commerce, 444–445as emerging trend, 621marketing with, 459, 483–494and personalization, 478

Mobile telephony, 610Mobility, 484Mobil Oil, 716Mode choice elasticities, 153–154Modes of governance, 123Moderated online discussions, 634Modernism era of design, 313Modern organizational structures, 332–334Modifi ed re-buy, 328, 329Modularity strategy, 41

Mohr, J., 440Moinzadeh, K., 108Moksha, 783MOLAP, see Multidimensional online analytical

processingMoncrief, W. C., 416Monczka, R. M., 49Monitoring:

cybermonitoring, 497–498effi ciency in, 707–708environmental, 497–498of progress, 721

Mono Indian tribes, 309–310Monroe, Kent, 390Monte Carlo methods, 185, 191Montgomery, A., 384, 388Montoya-Weiss, M. M., 674Moon, S., 563Moore, G., 294, 439Moore, G. A., 279Moral hazard, 705, 711Moreau, C. P., 279, 283–284Morgan, R. M., 465Moriarty, S., 489Morris, D., 1Morrison, Alastair M., 280Mosaic web browser, 606Motes, 226, 227Motivation, 281, 415Motivational cultural intelligence, 836,

840, 841Mourits, M., 161MP3 players, 370, 425, 477MPR, see Marketing public relationsMR, see Marketing researchMRCs (multiregional companies), 644MRO marketing, see Maintenance, repair,

and operation marketingMRP, see Material requirements planningMRP II (manufacturing resource planning), 44MSC (Multimedia Super Corridor), 597MSMQ (Microsoft Message Queue), 95MSN, 455MTF, see Make-to-forecastMTO, see Makes-to-orderMTS, see Makes-to-stockMTS Allstream, 345MTV, 519M2M (machine to machine), 243Muhanna, W., 384Multiapplication BasicCard, 259, 260Multiapplication cards, 255Multiculturalism, 512Multidimensional data, 580–581Multidimensional databases (MDDBs), 571,

574–578, 581MultiDimensional eXpressions (MDX), 564Multidimensional online analytical processing (MOLAP),

575, 581Multidomestic marketing, 524, 528Multidrop tours, 154Multi-echelon inventory optimization technology, 209

bindex.indd 908 12/1/09 10:18:03 AM

INDEX 909

Multi-Echelon Technique for Recoverable Item Control (METRIC), 108

Multimedia e-mail, 444Multimedia messaging services (MMS), 484, 485Multimedia Super Corridor (MSC), 597Multimodal transport systems, 153Multinational corporations (MNCs):

in Asia, 797–798as business cluster, 802and convergence, 747coordination in, 178global management of, 643, 647global marketing by, 518multiple sites for, 186opening of markets to, 794partnerships with NGOS, 646

Multinational enterprises (MNEs), 615, 618, 622defi ned, 625imports from, 680technology sourcing for, 704–711

Multinational marketing, 524, 528Multinational production, 615Multiple attribute decision making (MADM2

method), 177Multiple distribution channels, 298Multiple docks, 168Multiple formats measurements, 731, 732Multiple hierarchies, 578Multipurpose Internet mail extensions (MIME)

security, 93Multiregional companies (MRCs), 644Multi-tenant (term), 349MULTOS, 259, 260Muniz, A. M., Jr., 488Murray, W., 815Murthi, B. P. S., 384MVT (marginal value of time), 110Myers, M. D., 654MySpace, 342, 442Mystery shoppers, 359, 365Mzinga, 342

NNAFTA, see North American Free Trade AgreementNaïve Bayesian classifi ers, 548, 551Name cards, 779Name recognition, 487Name-your-own-price (NYOP) models, 388–390Nandhakumar, J., 717NAPs (network access points), 606Narasimhan, Chakravarthi, 384Nardon, L., 759, 761, 766Narratives (storytelling), 307–308, 315Narus, James, 320Nassimbeni, G., 49National Association of Sales Professionals, 408National Center for Supercomputing, 606National culture, 757–767

defi ned, 767future research on, 765–766and management of technological change, 758–760and management practices, 794–795

research on, 760–764sociocognitive approach to, 764–765terminology, 766–767

National EPC Network Demonstrator Project (NDP), 98National innovation systems (NISs), 758, 767National sampling units, 538National Science Foundation, 133, 596, 598, 606National systems, 758–759Natural customer behavior, 359Natural disasters, 208Natural search, 455–456NCP, see Network control protocolNDP (National EPC Network Demonstrator Project), 98NDP Extension project, 98Nearest-neighbor learners, 548Nearshoring:

defi ned, 729, 841and global information technology workforce, 828–829

Neef, D., 56Neelman, David, 456Neely, A., 197Negotiation, 53, 57, 80, 185Nemawashi, 659Nemes, L., 97NEPAD (Partnership for Africa’s Development), 605Nepotism, 818Nestlé, 527Netessine, S., 90the Netherlands, 536, 588Net present value (NPV):

defi ned, 64, 191on parameter selection, 100

Net promoter score, 329, 362Netscape, 475Networks:

defi ned, 191and global business drivers, 615–616for marketing, 357–358

Network access points (NAPs), 606Network-based access, 213Network centrality, 691, 693, 694Network closure theory, 691Network control protocol (NCP), 586, 598Network design:

in distribution, 161–162in planning process, 214in supply chain management, 18–20

Network effects, 433Networking:

defi ned, 625as global business driver, 619in global workforce, 632with multiple sites, 186–189in offshoring/outsourcing, 681in ubiquitous computing, 244

Network planning, 213–214Network profi le, 694–695Network theory, 691Network Working Group (NWG), 586Neuromarketing, 284, 287Neutral relationships, 716, 721New economic geography, 614, 625

bindex.indd 909 12/1/09 10:18:03 AM

910 INDEX

New IT investment, 271Newly developed economies, 815–818Newman, Robert, 586New/obsolete confl ict, 283News aggregators:

defi ned, 516for online public relations, 504–505

Newsboy model, 19, 26Newsletters, 297, 505Newspapers, 452News reader software, 504News wire distribution services, 500New Zealand, 588Ney, Steven, 759NGOs, see Nongovernmental organizationsNiche marketing, 471Nicholaisen, Donald, 754Nichols, E. L., 621Nighttime transport, 154Nikaah, 784Nike, 353, 354, 519Nintendo, 354Nisbett, R. F., 657Nishii, L. H., 835NISs (national innovation systems), 758Nix, Nancy, 23NLOS (non-line-of-sight) wireless broad band technology,

606, 610Noble Eightfold Path, 782Nodes, 154, 155, 157Nokia, 180, 224Nondeterministic view of culture, 764Nonequity alliances, 692Nonfi nancial incentives, 415, 416Nonfi nancial metrics, 200–201Nongovernmental organizations (NGOs):

as global business driver, 618partnerships with multinational corporations, 646and technical innovations, 604, 606–607, 609

Non-line-of-sight (NLOS) wireless broadband technology, 606, 610

Nonproduction goods, 51Nonresident Indians, 802Nonresponse bias, 358Non-value-adding (NVA) activities, 8Nonverbal communication, 838Nordstrom, 402Normative location theory, 176NORSAR, 588Nortel Networks, 718North, D. C., 596North America. See also Canada; United States

diffusion of Internet in, 588–589, 594internet usage in, 603

North American Free Trade Agreement (NAFTA), 72, 87

Northeast Asian culture, 772–782China, 772–776

business etiquette, 775–776economic history, 773family business organizations, 774–775

Confucian traditions, 772

Japan:business etiquette, 779cultural virtues, 778–779economic history, 776keiretsu, 777–778zaibutsu, 777

Korea, 779–781business etiquette, 781business strategy, 781chaebols, 779–780

streams of management in, 771Taoist traditions, 772

North Korea, 779Not-for-profi t organizations, 502Novack, R. A., 171Novak, T. P., 280, 286, 298Novell, 345Nowland, J., 807NPV, see Net present valueNTL (nurturant task leadership) style, 786NTT DoCoMo, 596NUMMI, 141Nurturant task leadership (NTL) style, 786NVA (non-value-adding) activities, 8NWG (Network Working Group), 586NYOP models, see Name-your-own-price models

OOBI (Open Buying on the

Internet), 100Objective culture, 835Object naming service (ONS), 224, 244, 246Obligational approach, 32Observability, 279, 706Observation, 307Obsolescence:

planned, 296of technology, 291, 431

Occupational categories, 536Occupation-centric analysis, 681Ocean ports, 72Ocean shipping, 75, 80, 81, 152ODM (original design manufacturer), 138ODS, see Operational data storeOECD, see Organization for Economic Cooperation and

DevelopmentOEMs, See Original equipment manufacturersOffl ine market channels, 441–444Offl ine shopping, 478Offshore in-sourcing, 667Offshore outsourcing, 667, 688Offshoring, 678–688

culture’s infl uence on, 619defi ned, 666, 688, 732, 841distributed, 687emerging paradigms of, 686–688in global information and communications

technologies, 666–668and global information technology workforce, 828–829of information technology enabled services, 680–682management challenges with, 684–687of manufacturing, 206, 679–680

bindex.indd 910 12/1/09 10:18:04 AM

INDEX 911

performance management of, 726–728of R&D/innovative activities, 681, 683–687of research and development, 623risks with, 208of services, 624terminology, 678, 688

Ogilvy, 454Ogrinz, Michael, 345O’Hara-Devereaux, M., 634Ohmae, Kenichi, 353Ohno, Taichi, 13Oil crisis (1970s), 32, 33Oil prices, 209–210OLAP, see Online analytical processingOliver, R., 480Olsen, R. F., 123Olsson, H. H., 668OLTP, see Online transaction processingOmniture, 455OMS (order management system), 170On, 778, 787On-demand computing, 346On-demand software, 350One Laptop Per Child Association, 606, 607One-on-one communications, 498–500One-to-one marketing, 436, 474, 495Ongoing learning, 633–634, 636–637Ongoing market research, 368Online advertising, 451–456Online analytical processing (OLAP), 567–581

and business intelligence, 569–574applications, 569–570architecture, 570–572implementation, 572–574

data view with, 576–577in data warehousing, 557–561, 564defi ned, 565, 581developing integrated data warehouse with, 578–579functionality of tools used in, 577–578online transaction processing vs., 567–568technology, 574–576terminology, 580–581

Online auctions, 24, 42Online card authentication, 259Online category manager, 436, 446Online communities of practice, 633Online grocery shopping, 355Online information search,

280–281, 287Online market channels, 441–444Online news rooms, 500–501, 516Online order processing, 42Online pricing, 381–391

coordinating distribution channels through, 386–387future of, 390–391models, 387–389

auctions, 387–388name-your-own-price (NYOP), 388–389opaque selling, 389

and product reviews, 385–386and reduced search costs, 383–384research on, 381–382, 389

targetability/personalization with, 384–385terminology, 390–391

Online product reviews, 382, 385–386, 390–391Online public relations, 497–516

branding and promotion, 512–514crisis communications, 509–510with e-mail, 505with instant messaging, 505–506issues management, 510–511management of, 511–512for organizations, 506–509with podcasts/vodcasts, 506role of interactive media in, 498–499societal issues and ethics with, 514–515sponsored public relations web sites, 500–503

consumer promotion/education sites, 501–502employee relations sites/intranets, 502government/political sites, 502–503online news rooms, 500–501organizational web pages, 500supplier/distributor sites, 502

terminology, 515–516with text messaging, 505–506third-party sites for, 503–506and traditional public relations, 498using third-party sites, 503–505

blogs/news aggregators, 504–505search engines, 503social media, 503–504

Online shopping, 277Online stock trading, 485Online transaction processing (OLTP), 567–568, 581Online travel agents (OTAs), 384, 386Online video, 459ONS (object naming service), 224Onsite personalization, 475On time, in full (OTIF), 14OPaaS (Open Platform as a Service), 347Opaque selling, 389, 391OPEN (GlobalPlatform Environment), 261Open Buying on the Internet (OBI), 100Open-door policies, 336Open innovation, 294, 353, 714Open Innovation Marketplace, 358Open Offi ce, 607Open Platform as a Service (OPaaS), 347Open Skies air pact, 72, 87Open source software, 353, 607, 608Operating frequencies (RFID), 225–226Operating policies, 168Operational data store (ODS), 557, 567, 581Operational decisions, 166Operational effi ciency:

defi ned, 711in technology sourcing, 705–709

Operational excellence, 135Operational metrics, 199Operational positioning, 397–399Operations, 20–21Operations management, 1, 179Operations research perspective, 177Operations stage (distribution network design), 162

bindex.indd 911 12/1/09 10:18:04 AM

912 INDEX

Opinion mining, 552Optical barcodes, 221Optimization:

for e-procurement, 66of existing plants, 138

Optimization models, 177Optimizer model, 108–109Optimum capacity, 400, 404Oracle, 63, 342, 563Orbitz.com, 458Order fulfi llment, 45–47, 51, 122Ordering applications, 60Order management system (OMS), 170Order penetration points, 21, 46Order picking, 164, 173Order processing, 90–91Order-qualifi ers, 178Order visibility, 267Order-winners, 178Organic search, 455–456Organization:

alignment, 335of companies, 332in global account management programs, 738–740for innovation, 337structure of, 685in warehouse operation, 163

Organizational alignment, 725, 732Organizational contexts, 630–631, 638Organizational culture, 760, 763, 764, 767Organizational goals, 410–414Organizational learning, 695Organizational-public relationship, 506–509, 516Organizational relationship linkage, 121Organizational web pages, 500Organization for Economic Cooperation and

Development (OECD), 597, 665Organization theory, 614, 625Orient Overseas, 79Original design manufacturer

(ODM), 138Original equipment manufacturers (OEMs),

46, 134, 138, 180Origin-destination matrices, 150, 151, 157OTAs, see Online travel agentsOTA keys, see Over-the-air keysOTIF (on time, in full), 14Otis Elevator, 394Outbound e-mail, 458Outbound logistics, 51Out-licensing, 705Out-of-stock notifi cation, 91Out-of-stock situations, 240Output markets, 685Outsourcing, 678–679

culture’s infl uence on, 619defi ned, 191, 688, 732with electronic reverse auctions, 58by General Electric, 324, 364in global information and communications

technologies, 666–668growth of, 25

to India, 394of manufacturing, 41, 138–139, 143performance management of, 728–729for quality improvement, 647of research and development, 730risks with, 208of sales functions, 413–414in supply chain strategy, 128of transportation/logistics, 148–149

Overall satisfaction (performance measure), 107–108Overseas Chinese, 771

big business regimes of, 798defi ned, 788, 811expansion of, 803family ties in, 774reduction of uncertainty by, 809in Southeast Asia, 784–785

Overseas direct investment, 799Overseas Indians, 803–807, 812Over-the-air (OTA) keys, 255, 258Owen, C., 306Owen, S. H., 177OWL-S, 95Own account transportation, 148–149, 157Özer, Ö, 232

PPaaS, see Platform as a servicePABX (private automatic branch exchange), 111Package carriers, 20Packaging, 165, 251Packet switching theory, 585–586Padmanabhan, V., 22Pagh, J. D., 122Paging networks, 596Paid inclusion, 503Paid listings, 456Paid search, 456Palacios, M. C., 91Palepu, K., 807Palmisano, Sam, 649PAM, see Process activity mappingPan, Y., 302Panama Canal, 71Panchayat, 787Pandora, 473Paper-based mail, 653Paradoxes of technology, 277, 283–284, 287Parent fi rms, 684Parity pricing, 301Park, S., 97Park, Y.-T, 562Parker, R., 31, 35Park,Y.-H., 389Partially tethered networks, 681Particularism:

defi ned, 721universalism vs., 716

Partitioned pricing, 302Partitioning, of storage, 168Partnering, corporate, see Corporate partneringPartnering approach, 32

bindex.indd 912 12/1/09 10:18:05 AM

INDEX 913

Partner Interface Processes (PIPs), 93Partner selection, 699Partnership executives, 738, 743Partnership for Africa’s Development (NEPAD), 605Partnerships:

as factor in R&D site selection, 181and high-tech branding strategies, 432

Parvatiyar, A., 465Passion, 810–811Passive method, for personalization, 473Passive tags, 223–225, 230, 232, 238Patel, C., 197Patents:

global, 683for plastic cards with microchips, 248

Patience, 781Patriotism, 805Patronage, 782Payback, 64Payne, A., 466, 468PayPal, 439Pay-per-action (PPA) pricing, 443Pay-per-click (PPC) advertising, 456, 460Pay-per-use approach, 302Payton, F. C., 564Pazgal, A., 383PD, see Power distancePDAs, see Personal digital assistantsPDCA (Plan, Do, Check, Act) cycle, 376PDF documents, 501PDI (Power-Distance Index), 773P:D ratio, 45–47Peer-to-peer communication, 661Peer-to-peer Web services, 95Pendrous, R., 166Pennock, D., 478People management practices, 814–815People/service culture, 401Peppers, D., 463, 489PepsiCo, 809Perceived behavioral control, 278Perceived ease of use (PEU), 278Perceived enjoyment (of

technology), 278Perceived quality, 401–403Perceived usefulness (PU), 278Perfect order index, 194, 204Performance, 695Performance alignment, 725–726Performance-based pricing, 443Performance management:

in distributed and global product development processes, 723–732

analytical framework, 725–726expatriate workforce, 729global sourcing, 729measurement and action, 729–731measurement in R&D settings, 724–725offshoring, 726–728outsourcing, 728–729terminology, 732

in global information technology workforce, 838–839

Performance management systems (PMSs), 728Performance measurement:

for advertising, 454–455for collaboration, 348for customer service, 104–105for distribution, 171–173with Generation X and Y employees, 335of supply chains, 194–204

diffi culties with, 194–196fi nancial, 199–200nonfi nancial metrics, 200–201operational metrics, 199research on, 197–199terminology, 204traditional metrics, 196, 197value-driven supply chain management, 201–203

for warehousing, 171–173Performance measurement systems (PMSs), 724, 730–732Perishability, of services, 396, 405Permalinks, 504Permanence, of information fl ow, 46Permission marketing, 442, 446

benefi ts of, 489defi ned, 460in marketing communication, 458–459

Perpetual beta, 338Personal digital assistants (PDAs), 282, 444, 445Personal emergency response systems (PERS), 290–292Personal identifi cation number (PIN):

defi ned, 262for smart cards, 249, 251–255, 257–259

Personal information sources, 400Personal interest (in Korean business etiquette), 781Personal interviewing, 538, 539Personalization, 473–481

approaches to, 476–478defi ned, 471, 474, 481development of, 474examples, 473future of, 479–480with online pricing, 384–385with radio frequency identifi cation, 240–241of smart cards, 251, 253–259technologies for, 478–479terminology, 480–481types of, 474–476

Personalized promotion, 475–476Personal relationships:

and IT innovations, 621role of communications in, 632

Personal shopping assistants, 240Personal trust, 717–718, 721Persuasive strategy, 837Pertuity Direct, 342Peters, M. P., 293Peterson, R. A., 298Petit, T. A., 176–177PEU (perceived ease of use), 278Peyton, L., 564PGP encryption, 93Pharmaceutical industry, 242Philips Semiconductor, 222, 225, 233, 291–292

bindex.indd 913 12/1/09 10:18:05 AM

914 INDEX

Phillips, L. A., 760, 763Phillips, P., 56Phones, cellular, see Celluar phonesPhysical distribution channels, 162–163, 173Physical evidence, 396–398, 405Physical fl ow, 159“Physical Internet,” 69, 82Physical inventory, 43–44Physical markup language (PML), 244, 246Physical proximity, 718, 719Piatetsky-Shapiro, G., 542Pieters, R., 480Pillai, D., 116Pillsbury, 519PIN, see Personal identifi cation numberPiotrowicz, W., 56Pipelines, 152Pipeline stock, 43PIPs (Partner Interface Processes), 93Piracy, software, 670–671Pisano, G. P., 135Pivoting, with OLAP, 577Pixar, 345Place capacity/demand, 399–400Plan, Do, Check, Act (PDCA)

cycle, 376Planned obsolescence, 296Planning. See also Enterprise resource planning

aggregate, 20, 295–296defi ned, 812emergent, 806–807in global information technology workforce, 839by global teams, 715integrated, 20–21for marketing research, 372–376material requirements, 44, 51, 142network, 213–214in real-time supply chains, 268sales and operation, 214–215, 218in supply chain, 17

Planning horizon, 217Plastic crates, 209Platform as a service (PaaS), 347, 350Platts, K., 197PML, see Physical markup languagePMSs (performance management systems), 728PMSs (performance measurement systems),

724, 730–732POs, see Purchase ordersPodcasting:

and collaboration, 341–342defi ned, 350, 516online public relations with, 506

PODs (points-of-difference), 488Pohl, H., 99Pohlen, T. T., 197, 200Point-of-consumption, 147Point of sale applications, 236, 240–241Point-of-sale data, 22, 42, 46Points-of-difference (PODs), 488Polatogu, H., 109Political web sites, 502–503

Politics:as factor in alliances, 699and global business drivers, 618and Internet access, 595–597

Polkinghome, D., 307Pollo Campero, 521Polls, 441Pollution, 71Polycentric orientation, 524, 528Polychronic cultures, 760Polymer tags, 245Ponder, Michael, 480P&O Nedlloyd, 78Pool, R., 116Pooled task interdependence, 124Pop Art, 313Popfl y, 346Population growth, 534Pop up advertisements, 443Porsche, 311Porsche AG, 239Ports, 72Portal positioning, 491Port authorities, 80Port capacity, 85Port economics, 75–77Porter, D., 805Porter, M. E., 178, 180Porter, Michael, 1, 3, 28, 37, 40Porter’s Five Forces Model, 352, 369Portfolio analysis, 361, 365Portfolio approach, to product development, 324Portfolio management skills, 740Portfolio theory, 614, 625Posavac, Steven S., 283Positioning:

in business markets, 323defi ned, 329, 380in high-technology marketing, 428–430in marketing research, 369–370operational, 397–399

Positivity bias, 277Postmodernism (design), 313Postpaid mobile services, 490–491Postponement, 21, 26, 104, 125, 126, 130,

140, 159, 202Post-transaction elements, 104, 106Potter, B., 99Poverty:

as barrier to Internet access, 607–608and global management, 646and technological innovation, 609–610

Powell, W., 696Power distance (PD), 669

in alliances, 698defi ned, 767and information management, 655–657, 660–661in national culture, 758and problem solving, 837–838

Power-Distance Index (PDI), 773Power sources, for RFID, 224–225PPA (pay-per-action) pricing, 443

bindex.indd 914 12/1/09 10:18:06 AM

INDEX 915

PPC (pay-per-click) advertising, 456, 460PPV, see Purchase price variancePrabhat, G. B., 134Prada, 222Prahalad, C. K., 357, 616, 642, 645, 646Prater, E., 97Prediction markets, 360Prediction tasks, in data mining, 545–549Predictive accuracy, 551, 554Predictive data-mining algorithms, 546–549Premium pricing, 301Premodern era of design, 313Prepaid mobile services, 490–491Prepay SIM cards, 257Pre-personalization, 251Prescription drug industry, 222, 229Preservation of face, 775Presidential Club (keiretsu), 777Pre-transaction elements, 104, 106Price:

cost vs., 320in just-in-time system, 74and marketing services, 401personalization of, 475in wireless marketing mix, 490–491

Price bundling, 302, 401, 405Price changes, 25Price dispersion, 384Price fl uctuations, 22PriceGrabber.com, 383Priceline.com, 302, 389Price sensitive customers, 370, 380Pricing. See also Online pricing

in advertising, 454alternative, 300–302competitive, 301, 494in marketing mix, 370performance-based, 443with wireless marketing, 490–491

Pricing consistency, 387Primary data, 535, 540Primavera, 729Primogeniture, 804–805The Principles of Marketing (Philip Kotler and Gary

Armstrong), 367Privacy issues:

data privacy laws, 672in data warehousing, 563–564with Internet-enabled supply chains, 99with personalization, 474, 480, 481with radio-frequency identifi cation, 210, 222, 242with self-service technology, 399

Private automatic branch exchange (PABX), 111

Private exchange, 62Private providers, 850–852Process(es):

defi ned, 405in global account management, 741–742and global teams, 717–719for innovation, 337and marketing services, 396–399

in organizations, 332, 348in warehouse operation, 163–164

Process activity mapping (PAM), 8, 14Process control, 241–242Process cost, 112Process initiation (design-in), 327Process research, 767Process theories, 767Process view, 159–161Procter & Gamble, 21, 357–358, 463, 526Procurement process, 30–31. See also Electronic procurement

in global account management, 735over the Internet, 89–90in supply chain management, 215systems for, 53–54

Procure-to-pay process, 60–61, 66Products:

analysis of, 435–437improvement of, 525–526personalized, 474–475wireless marketing mix for, 489–493

Product categories, 279, 358Product-consumption matrices, 157Product development:

and marketing, 421, 423in supply chain integration, 122

Product family, 6Product-fulfi llment center, 165Product introduction, 695Production:

and global business drivers, 617–618linking of, to customer demand, 48–49scheduling for, 44, 48, 51, 91site selection for, 176–178, 182–189

Production-consumption matrices, 150, 151Production process, 44–45Production structure, 625Productivity, 680Productivity improvements, 417Product launches, 324Product life cycle, 371, 692

defi ned, 380, 495in marketplace, 467of wireless devices, 494

Product life-cycle management (PLM), 114Product line, 370, 380Product-line decisions, 370Product managers, 643Product placements, 505Product portfolio management:

defi ned, 380in marketing research, 371–372

Product positioning, 369–370Product-process matrix, 135Product promotion web sites, 501–502Product quality, 728Product reviews, online, see Online product reviewsProduct sales force structure, 418Product strategy, 17–18Product structure, 412Professional Sales Certifi cate programs, 408Profi le taxonomies, 95

bindex.indd 915 12/1/09 10:18:06 AM

916 INDEX

Profi tability:with e-commerce, 386impact of value on, 320

Profi t maximization, 28, 30customer-value maximization vs., 469personalization for, 474

Progress, 721Project evaluation, 376Projective tests, 374–375Project management, 57, 373Promotion:

competitive, 481in marketing mix, 370in online public relations, 512–514personalized, 475–476in sales, 457–458in wireless marketing, 492–493

Promotional programs, 498Property rights, 705Protocols, interconnection, 606Proximity cards, 221PRTM (consulting fi rm), 103Prudential Insurance, 396Psychoanalysis, 374Psychographic variables, 369–370, 380, 439PU (perceived usefulness), 278Public collaboration sites, 505Public exchange, 62Public opinion polls, 441Public policy, 82, 83Public relations. See also Online public relations

defi ned, 516functions of, 497–498for marketing high-technology products, 298for marketing wireless products, 493

Pull method, for personalization, 473Pull promotion, 492, 495Pull system, 21, 44, 51, 159, 216Purchase orders (POs), 53, 60, 61Purchase price variance (PPV), 197, 204Purchasing:

departments for, 53–54with Internet, 89–90

PurchasingNet, 63Push-and-pull system, 21, 159–160, 216Push method, for personalization, 473Push promotion, 492, 495Push-pull boundaries, 21Push system, 21, 44, 51, 159, 216

QQFD, see Quality function deploymentQi, H. J., 198, 199Qian, P., 91Qin Dynasty, 772Qiu, D., 389QR manufacturing/program, see Quick response

manufacturing/programQualifying special purpose entities (QSPEs), 753Qualitative information, 806Qualitative research, 535, 538, 540

Quality:in just-in-time system, 74management of, 105–106in real-time supply chains, 265in strategic management, 810in warehousing/distribution, 168

Quality function deployment (QFD), 322, 329Quantitative modeling, 161Quantity discount schedule, 23Query classifi cation, 552Questionnaire design (market research),

376–378Questionnaires, 358Quick response (QR) manufacturing/program, 22, 26, 31,

51, 127Quios, 492the Quran, 783

RRackspace, 401RADAR system, 220Radio advertising, 452Radio frequency, 230Radio frequency identifi cation (RFID), 87, 220–230,

232–246applications, 221–223, 238–242

asset management, 239electronic toll collection, 242health care, 241–242manufacturing, 239–240point of sale, 240–241supply chain management, 238–239

and auto-identifi cation, 221challenges with, 227–229for customer service, 115data management for, 236–238defi ned, 51, 100, 117, 218, 230, 262development of, 220in e-business, 42effects of, 242–243future of, 243–245and future technologies, 229implementation issues, 232–236

cost-benefi t considerations, 234, 235hardware and software issues, 232–234integration issues, 234–235regulatory framework, 236role of standards, 235–236

in IT connectivity, 82operating principles of, 223–227

functionality, 226–227operating frequencies, 225–226power sources, 224–225standards, 227system essentials, 223–224

security issues with, 99and supply chain management, 17, 24–25as technology development, 210–211terminology, 229–230, 246tracking with, 90, 97–98in warehousing, 169

bindex.indd 916 12/1/09 10:18:06 AM

INDEX 917

Radiohead, 389Rail transport, 72, 151–153, 156Railway industry, 72Ralston, D. A., 773RAM, see Random access memoryRaman, A., 116RAMs (regional account managers), 739Rand, Ayn, 312Randall, T., 22Rand Corporation, 586Random access memory (RAM), 249, 262Rappa, M. A., 760Raver, J. L., 835Raw data, 236Raw material, 265Ray, G., 384Razorfi sh, 635RD, see Remote diagnosticsRDBMSs (relational database management

systems), 573RDCs, see Regional distribution centersReach:

global, 77–78in global workforce, 633network, 695, 700

Readers (RFID), 223–224, 230Read-only electronic product codes, 226, 227Real simple syndication (RSS), 341, 346, 350Real-time data warehouses, 563, 581Real-time locating system, 241, 246Real-time management, 243Real-time query support, 571Real-time supply chains, 265–272

balanced scorecard approach to, 268–272complexity of, 265–267decisions and uncertainty in, 268–271information management/technology in,

267–268terminology, 272

Re-bundling, 687Re-buy, 328Receiving, 164, 173Reciprocal interdependence, 124Reciprocity (network), 695, 700Recommendation systems, 473, 477, 481Recruitment:

of global account managers, 740–741for sales force, 414

Redesign, of processes, 362Redundancy, 207, 208Reengineering, 660Reeve, J. M., 125Reference prices, 401Regiocentric orientation, 524, 528Regional account managers (RAMs), 739Regional distribution centers (RDCs), 107, 162Regional managers, 644, 651Regression tasks, 544, 554Regulation:

of carbon emissions, 207and contract laws, 97of Internet access, 608–609

of offshoring, 667of online public relations, 513

Regulatory framework, for RFID, 236Regulatory state, 851, 860Relational database management systems (RDBMSs), 573Relational network approach, 694Relational online analytical processing (ROLAP), 575, 581Relational theory, 693Relationship-based strategy, 837Relationship-building programs, 498Relationship management, 17Relationship marketing:

and customer relationship management, 468–469defi ned, 464–465, 471emergence of, 463–464principles of, 465–466terminology, 470–471

Relationships. See also Supply chain relationshipsadaptation of, 29adversarial, 31affective, 716, 721in business-to-business marketing, 319, 323co-destiny, 32dyadic, 37equal partner, 778ethical duty in, 805exchange, 696in Korean business etiquette, 781many-to-one/many-to-many, 56neutral, 716, 721in online public relations, 507personal, 621, 632personalized, 476in strategic management, 809–810with suppliers, 53, 123, 130

Relative advantage, 279Relocation, of production, 182, 183Remittances, 605, 608Remote diagnostics (RD), 116, 117Remote method invocation (RMI), 262Remote procedure call (RPC), 262Renault SA, 520Renunciation stage (Hinduism), 783Repenning, R., 730Reporting, with online analytical processing, 569, 577Reporting and analysis applications, 60Reporting levels, 738Repository (ebXML), 93Request for information (RFI), 53, 57Request for proposal (RFP), 53, 57, 60Request for quote (RFQ), 53, 56–59Research and development (R&D):

global business drivers in, 623and global marketing, 525–526internet-enabled SCM as area in, 89licensing with, 692in local markets, 364and marketing, 426networks in, 357–358offshoring of, 681, 683–687performance measurement for, 730portfolio analysis for, 361

bindex.indd 917 12/1/09 10:18:07 AM

918 INDEX

Research and development (R&D): (continued )site selection for, 179–183systems integration in, 294, 295

Research and development ratio, 271Reselection, of global accounts, 738Reserve price, 58Residual rights, 705Resilient supply chain, 208Resource allocation, 214Resource dependence, 123–124Resource sharing, 121Resource utilization, 271Respect for persons, 379Response_fi les, 255Response time (advertising), 455Responsiveness, 49, 124–125, 130

of manufacturing, 139–140and warehousing/distribution, 171

Retail, 222, 227Retailer-owned distribution centers, 162Retrieval speed, 576Return, 618Returned goods, 91Returns handling, 17, 122Returning customer ratio, 271Return of capital employed (ROCE), 199, 200, 203, 204Returns of cash management, 269Return on investment (ROI), 362

and global account management, 742of online public relations, 514for R&D, 724in real-time supply chain, 271for strategic systems, 217

Return on investment (ROI) analysis:defi ned, 191of e-procurement, 64–66for radio frequency identifi cation applications, 234, 235

Returns policy, 23Reuter News, 342Revealed choice models, 322, 329Revealed preferences, 150Revenue, 269Revenue enhancements, 235Revenue growth, 200Revenue management, 113–114, 401Revenue recognition, 752Reverse auctions, 302, 303, 390Reverse engineering, 357Reverse logistics, 97, 155, 157, 165Reverse marketing, 32, 38Reverse supply chains, 110, 265, 266Rewards, 415, 838RFI, see Request for informationRFID, see Radio frequency identifi cationRFP, see Request for proposalRFQ, see Request for quoteRich, N., 37RightMedia, 443Riivari, J., 485Rimadan, 129Ringo, 478Risk management, 207–209

defi ned, 218and global business drivers, 615

Risk mitigation, 348Risk pooling, 202, 209, 218Risks, 618

defi ned, 721with high-technology products market, 291–293with international plant location, 177with obligation/partnering relationship approach, 35with online public relations, 513

Risk sharing, 208–209, 218Ritz-Carlton, 402Rizzi, A., 100RMI (remote method invocation), 262Road transport, 151, 152Roberts, L. G., 586Robertson, T. S., 279ROCE, see Return of capital employedRoddick, Anita, 527Rodrigue, J.-P., 616Rogers, E. M., 279Rogers, M., 463Rogue sites, 511, 516Rohm, A., 486, 489, 490ROI, see Return on investmentROLAP, see Relational online analytical processingRoles, in global workforce, 632Roll on-roll off ships, 153Rondinelli, D. A., 616Roodbergen, K. J., 164Roos, D., 13Rose, G. M., 760Rosenspan, Alan, 489Rosenthal, S. R., 729RosettaNet, 93, 100Ross, D. F., 2Rother, M., 6Route choice, 150, 155–156Rouwenhorst, B., 163, 166Rowe, A. J., 657, 658Roy, S., 621RPC (remote procedure call), 262RSS, see Real simple syndicationRSS software, 437, 444, 446, 504RTE technology, see Runtime environment technologyRuby on Rails, 350Rudi, N., 90Rule-based classifi ers, 547RunGSM command, 254Runtime environment (RTE) technology,

260, 262Rushton, A., 162, 166Russia, 622Rust, R. T., 418, 474, 476, 480Rwanda, 604–605, 608Ryanair, 464

SSaad, G., 284–286SaaS, see Software as a serviceSAC, see Standards Advisory CouncilSachs, J., 646

bindex.indd 918 12/1/09 10:18:07 AM

INDEX 919

Safety expenditures, 272Safety stock, 43Sahin, I., 109Sako, M., 32Sako, S., 116Salary, 415–416Salat, 784Sales agents, 413–414Sales and Marketing Executives International

(SMEI), 408Sales and operation planning, 214–215, 218Sales channel, 491–492Sales coaching, 408Sales force, 407–418

in business-to-business marketing, 326compensation structure for, 415–416ethics of, 409evaluation of, 416motivation of, 415organizational and department goals of,

410–414recruitment for, 414sales managers in, 408–409salespeople in, 407–408team selling by, 409–410and technology, 417–418terminology, 418training of, 414–415

Sales force automation (SFA), 417, 418Salesforce.com, 213Sales managers, 408–409Salespeople, 407–408Sales promotion offers, 457–458Sales teams, 409–410, 418Sampling:

for marketing research, 376, 538–539with sales promotion offers, 457–458

Sam’s Club, 210Sanders, G. L., 562SanDisk, 370, 371SAP, 63, 234SARG, see Standards Advice Review GroupSarkar, Sumit, 384SARS epidemic, 208Sarvary, M., 383, 386SAS Sweden, 399Satellites, 606Satisfaction, 483Saturation, of domestic markets, 519Saturn, 103, 107Saudi Arabia, 588, 596, 784Sawm, 784S-box, 262Scalable (term), 565Scale, of global shipping industry, 77–78Scanning, environmental, 296, 497Schau, H. J., 488Scheduling:

for production, 44, 48, 51, 91in real-time supply chains, 268of transportation, 154–155

Schmenner, R., 186

Schmidt, Eric, 671Schmidt, G., 22Schneider, S., 773Schrage, Michael, 360Schultz, D. E., 324Schultz, Howard, 356Schultz, M., 696Schumann, D. W., 281Schutte, H., 806Schwartz, Michael, 606Schwartz, S. H., 835Scientifi c labor, 679Scientifi c method, 368SCOR model, see Supply chain operations

reference modelScott, A. J., 618, 619, 622Scott, R., 596Scrapio, M. G., Jr., 700Screening questions, 377S-Curve Principle, 244–245Scutellá, M. G., 161S-D (service-dominant) logic, 404Sea-Land Company, 153Search advertising, 503Search costs, 382–384, 391Search-engine marketing (SEM), 443

defi ned, 446and public relations, 503

Search-engine optimization (SEO):defi ned, 460, 516marketing communication with, 455–456and public relations, 503

Search engines, 441for online public relations, 503and product information, 292and web usage mining, 552–553

Search goods, 298Search marketing, 450Sea routes, 152Seating (in Chinese business etiquette), 776SEC, see U.S. Securities and Exchange CommissionSecondary data, 533–535, 540Secondary offshoring clusters, 687Second Life, 338, 342–344, 360, 505, 649–651Security:

of data, 238in data warehousing, 563–564of GlobalPlatform, 260–261with Internet-enabled supply chains, 99of online public relations, 513with radio frequency identifi cation,

228–229, 237–238and R&D offshoring, 684in research and development, 623with self-service technology, 399in transportation, 156

Security initiatives, 72Segmentation, market, see Market segmentationSelective sourcing, 138Self-check-out systems, 241Self-personalization, 476–477, 481Self-Serv, 95

bindex.indd 919 12/1/09 10:18:08 AM

920 INDEX

Self-service technologies (SSTs):and consumer behavior, 277, 281–282, 287Internet as, 506–507marketing for, 399

Selling centers, 409–410, 418Selvarajah, C., 771, 774, 786SEM, see Search-engine marketingSEMATECH, 691Semiconductor fi rms, 623Semipassive tags, 224, 230Semiproducts, 265Sen, A., 561Senior management, 738, 742Sensor tags, 226, 227SEO, see Search-engine optimizationSeptember 11 terrorist attacks, 208, 520Sequential interdependence, 124Sequential pattern mining, 550Services:

analysis of, 435–437defi ned, 405, 860and global business drivers, 618, 624in India, 845wireless marketing mix for, 489–493

Service blueprinting, 397, 398, 405Service contracts, 106Service-dominant (S-D) logic, 404Service image, 400–401Service industry:

benefi ts of m-commerce in, 485global teams in, 714site selection for, 190

Services marketing, 393–405characteristics of services, 395–397and customer service, 299in economy, 393future directions for, 404strategies for:

people/service culture, 401perceived quality/customer satisfaction, 401–403place capacity and demand, 399–400price, 401processes, 396–399service image, 400–401service recovery, 403–404

technology for, 394–395terminology, 404–405

Service operations, 112Service oriented architecture (SOA):

defi ned, 218as technology development, 211–212

Service parts, 108–109, 117Service quality, 405Service recovery, 403–405Service response time, 107Service science, 395Service supply chains, 110–112SERVQUAL, 105–106Session (term), 581Sethi, V., 6227-11 (retailer), 104, 519Sex differences:

and online shopping, 280–281in purchases, 285

SFA, see Sales force automationShadow revenue systems, 739, 743Shah, Avni, 473Shahadah, 784Shan, W., 696Shanthikumar, J. G., 116Shared technologies, 726Shared work sites, 718Shared workspaces, 634Shareholder value, 199–200Sharifi , H., 134Sharma, A., 161Shell Oil Company, 360Sheng, S., 302Shepherd, C., 197Sher, Peter J., 278Sherbrooke. C. C., 108Sherry, J. F., Jr., 315Sheth, J. N., 465SHF (super-high frequency), 226Shi, Hsin-Yu, 278Shih, Chuan-Fong, 283Shih, Stan, 808Shiite Islam, 783Shin, S. K., 562Shintoism, 776, 788Shipments, 157Ship owners, 78–80Shipper surveys, 148Shipping, 164, 173Shipping companies, 25Shipping fi rm, shipper, 157Shipping industry, 77–80

port authorities, 80ship owners, 78–79terminal companies, 79–80

Shook, J., 6Shopbots, 383, 384Shoplifting, 222Short messaging service (SMS), 445

advertising with, 492–493defi ned, 460, 516marketing with, 459in online public relations, 505–506portal positioning with, 491spamming with, 486–487in wireless marketing, 484–485

Short-term convergence, 751Short-term orientation (STO), 655, 662, 669, 758Short-term wins, 636, 639Shrinkage, 240SIA (Systems Integration Architecture), 92SIC, see Standards Interpretation CommitteeSiemens, 394, 726–728Siems, T. F., 132Siloing effect, 644SIM cards, see Subscriber identity module cardsSimchi-Levi, S. D., 161Simonson, Itamar, 388Simonton, D. K., 285

bindex.indd 920 12/1/09 10:18:08 AM

INDEX 921

Simple Object Access Protocol (SOAP), 94–96, 101, 350Simple random sample (SRS), 376Simulations, 360, 365Sin, R., 480Sindhav, B., 466Singapore:

as business center, 774ICT development in, 669multinational corporations in, 798

Singhal, V., 199Single bid model, 388Single fi rm optimization, 2Single-sourcing strategies, 19Sinha, A. P., 561Sinha, J. B. P., 786, 818Sinkovics, R. R., 278Site selection, 176–191

effects of globalization on, 178–179for logistics and distribution, 189–190and network design, 18for production, 176–178, 182–189for research and development, 179–183for service industry, 190for suppliers, 180terminology, 191

Site-to-store options, 24Sivakumar, K., 621Six markets stakeholder model, 469Six Sigma approach, 48, 87, 808Skilled labor, 617Skill sets, 740Skill specifi city, 685, 688Skimming:

defi ned, 230and forgery with RFID, 229of networks, 155

Skinner, W., 134, 135SKUs, see Stock-keeping unitsSlap-and-ship, 234, 235, 239, 246Slashdot.com, 504Slice and dice, 577Sloan, T. W., 116Small and middle-size enterprises (SME), 58, 66, 616, 619Smart card manufacturers, 249Smartcard.NET, 259, 260Smart cards, 248–262

contactless, 249development of, 248ISO standards for, 227life cycle of, 249–252

actors, 249application, 252GlobalPlatform, 261–262issuance, 251manufacturing, 249–251stages, 252usage, 251–252

with multiple applications, 259–262GlobalPlatform architecture, 260–262platforms, 259–260

personalization of, 253–259application lifespan, 259

application usage/management, 257–259GSM, 253–257

terminology, 262types of, 248–249

Smart dust, 224, 227Smart phones, 282, 659Smart shelves, 223, 228Smart toolbox, 239SME, see Small and middle-size enterprisesSMEI (Sales and Marketing Exec utives International), 408Smith, Adam, 17, 133Smith, H. J., 760Smith, M., 383, 384Smith-Doerr, L., 696SMNRs, see Social media news releasesSMS, see Short messaging serviceSmyth, P., 542SOA, see Service oriented architectureSOAP, see Simple Object Access ProtocolSocial bookmarking, 350Social capital, 515Social computing, 338, 345Socialism, 773Socialist market transitional economies, 820–821Socialization, 344, 632Socially mediated technologies, 331Social media, 437

collaboration with, 338, 342defi ned, 446, 516e-commerce opportunities with, 437, 442–443marketing communication with, 451, 459for online public relations, 503–504

Social media marketing, 400Social media news releases (SMNRs), 501, 516Social network analysis, 552Social networking, 338, 355, 356, 362

defi ned, 639e-commerce opportunities with, 437in global workforce, 635in offshoring/outsourcing, 681and public relations, 504–505in public relations, 510

Social networks, 180, 691Social network theory, 691Social Security numbers, 563–564Social software, 350Socialtext, 344Society for Worldwide Interbank Financial

Telecommunication (SWIFT), 668, 675–676Sociocognitive approach, to national culture, 764–765Soft benefi ts, 235Soft infrastructure, 742Soft measures, 35Software:

automated, 452customer relationship management, 213, 217, 466–468e-procurement, 61–63free, 607and global business drivers, 623meeting-support, 669product life-cycle management, 114radio frequency identifi cation, 232–234

bindex.indd 921 12/1/09 10:18:09 AM

922 INDEX

Software (continued )revenue management, 113–114sales, 417supply chain management, 113–114, 216–218translation, 673web analytics, 450

Software as a service (SaaS):and collaboration, 347defi ned, 218, 350for e-procurement tools, 66operations suitable for, 217as technology development, 212–213

Software development teams, 675, 837, 839Software distribution, 62Software functionality, 62Software internationalization, 672–673, 675Software localization, 672–673, 675Software on demand model, 347Software piracy, 670–671Sole, D., 308Sony, 368, 370, 388, 425, 647, 699Sony Walkman, 359Sorting centers, 166Sorting systems, 168Soskice, D., 793Soto, 778Source transfer capacity, 706, 711Sourcing:

for mass customization, 127selective, 138and supply chain management, 17, 19–20in supply chain management, 215

South Africa, 588South America, 603. See also specifi c countriesSouth Asia, 788Southeast Asian culture, 782–783, 788

Chinese management in, 784–785Hinduism in, 783Indian management in, 785–786Islam in, 783–786Malay management in, 786Theravada Buddhism in, 782–783

South Korea, 779Confucianism in, 795diffusion of Internet in, 588economic profi le of, 816human resource management in, 817mobile marketing in, 487multinational corporations in, 798

Southwest Airlines, 399, 401Sovereign Wealth Funds, 79Space, as cultural dimension, 758Space requirements, 168Spain, 588Spam:

and marketing, 458–460with mobile technologies, 486–487

Spann, M., 388Spanninger, Philip, 809Sparrowe, R. T., 691Sparsity, 577SPEs, see Special purpose entities

Spear, S., 142Special events, 297Special interest groups, 297Special purpose entities (SPEs), 752–753Specifi cation (design-in), 327Specifi city, 716, 721Spectators, 451Speed:

as component of risk management, 208in global workforce, 633in strategic management, 808

SpeedPass, 221, 229Spengler, Joseph, 23Sponsored web sites, 500–503, 516Sponsorships (online advertising), 453, 454, 505Spreadsheet analytic tools, 558Springboard initiatives, 737SQL (system query language), 229SQL Server 2000, 95Squire, S., 2Srinivasan, K., 388Srinivasan, M. M., 125SRM, see Supplier relationship managementSRS (simple random sample), 376SSTs, see Self-service technologiesStaff characteristics, 631–632Staff expectations, 631Stage-gate model, 725, 732Stage-Gate® process, 323–324, 330Stakeholders, 636, 639Standards:

and global information and communications technologies, 668

interconnection, 606for radio frequency identifi cation, 227, 235–236

Standards Advice Review Group (SARG), 750, 755Standards Advisory Council (SAC), 748, 749, 755Standard for The Exchange of Product (STEP) data, 92Standards Interpretation Committee (SIC), 747, 748, 755Standardization:

for B2B interactions, 93of data, 562, 563, 565defi ned, 405in global marketing, 525of RFID technology, 238in services marketing, 398

Staples, 387Staples, D. S., 829Star Alliance, 465Starbucks, 103, 110, 358, 519Star schema, 571, 573, 575, 581Star-schema diagram, 562, 565Starwood, 360Stated preferences, 150State Farm, 401State-owned enterprises:

of China, 774defi ned, 788management practices of, 774

Steering states, 851, 860STEP (Standard for The Exchange of Product) data, 92Sternberg, R. J., 836

bindex.indd 922 12/1/09 10:18:09 AM

INDEX 923

Stevens, C., 32Stevens, G. C., 3Stevens, M., 715STMicroelectronics, 261STO, see Short-term orientationStobaugh, R., 177, 178Stock control policies, 109Stock-keeping units (SKUs), 6, 14Stockman, Henry, 220Stock-out probability, 107, 127Stored certifi cate information, 257Stories, 309–310, 315Storper, M., 618, 619, 622Story engrams, 305Storytelling, 305–315

and brand, 314–315design language choices, 312–314and design thinking, 305–311melding of styles in, 314in organizations, 305terminology, 315

Straight commission, 415–416Straight re-buy, 328, 330Straight salary, 415–416Strategic (term), 639Strategic account management, 736, 743Strategic brand management, 430–432Strategic complexity, 647Strategic decision making, 533, 657–660Strategic decisions, 422Strategic design, 166–167Strategic excellence, 135Strategic management:

in Asia Pacifi c, 802–812Chinese and Indian overseas management styles,

806–807competition with, 807–811and corporate governance, 807cultural infl uences on, 803–806historical infl uences on, 802–803terminologies, 807–811

defi ned, 812Strategic Management Journal, 691Strategic planning, 218Strategic resources, 188Streaming audio, 608Stringer, Howard, 647Strong network ties, 694–697, 700Structural hole theory, 691, 700Structuralist network approach, 693, 694Structuration theory, 766Stumpf, Bill, 310Style obsolescence, 296Suarez, F. F., 141Submarine telecommunications, 666Subramanian, M., 727–728Subscriber identity module (SIM) cards, 253–259,

490–491Subscription pricing, 302Sudhir, K., 385Sufi sm, 783, 784Sulfur standards, 83

Sulloway, F. J., 284–285Sultan, F., 486, 489, 490Sumitomo Bank, 778Sun Microsystems, 24, 388Sunni Islam, 783“Sunshine” laws, 513Super-high frequency (SHF), 226Supervised learning, 545, 554Supplementary channel, 495Supplier and catalog management applications, 60Supplier contacts, 53Supplier-owned distribution centers, 162Supplier power, 369Supplier relationship management (SRM), 32

in e-sourcing, 57with software as a service, 213in supply chain integration, 122

Suppliers:and e-commerce, 440relationships with, 53, 123, 130reputations of, 319selection of, 53site selection for, 180value of global account management for, 742–743

Supplier teams, 741Supplier web sites, 502Supply:

aligning demand with, 125–126, 207, 213and global business drivers, 617–618in supply chain management, 17, 18, 22

Supply chains, 40–51. See also Internet-enabled supply chains

challenges:dynamic distortions, 47–48global supplier networks, 49linking production to customer demand, 48–49

and current business trends, 40–42defi ned, 51, 117, 143, 191development of concept, 40in global management, 647information fl ow in, 45, 46management of, 42material fl ow in, 42–45

basic features, 42–43logistics and distribution, 45physical inventory, 43–44production process, 44–45

P:D ratio for, 45–47terminology, 50–51

Supply chain business model, 130Supply chain design, 139Supply chain management (SCM), 16–26

coordination in, 22–24customer service in, 103–117defi ned, 14, 17, 66, 130, 143, 157, 204, 218e-procurement as part of, 56future directions for, 25internet-enabled, 89and manufacturing, 132–143processes, 213–216

demand planning, 214fulfi llment, 215–216

bindex.indd 923 12/1/09 10:18:10 AM

924 INDEX

Supply chain management (SCM) (continued )network planning, 213–214procurement/sourcing, 215sales and operation planning, 214–215

and radio frequency identifi cation, 238–239software for, 113–114, 216–218strategic and tactical issues, 17–22

distribution channels, 21–22network design, 18–19operations and manufacturing, 20–21product strategy, 17–18sourcing, 19–20transportation and logistics, 20

and technology, 24–25terminology, 26, 218trends, 207–210

green logistics, 209risk management, 207–209volatility in transportation costs, 209–210

and value chains, 1–2, 16Supply chain operations reference (SCOR) model, 16–17,

197, 198, 201, 202, 204Supply chain orientation, 121Supply chain processes, 89–92

customer service, 91defi ned, 130engineering/design of new products, 91–92inventory management, 90order processing, 90–91production scheduling, 91purchasing/procurement over the

Internet, 89–90relations with vendors, 91transportation, 90

Supply chain relationships, 28–38adaptation of, 29–30buyer-supplier relationship categories, 32–34development of, 34–35Eastern models, 28–29maintenance of, 36–37management of, 31, 32problems in, 35–36terminology, 37–38traditional relationship management vs., 30–32

Supply chain strategies, 120–129concepts of, 120–121confi guration in, 124–127

market demand, 124–125new responsive business models, 126–127supply and demand, 125–126

and globalization, 127–129institutional considerations with, 122–124

resource dependence, 123–124supplier relationships, 123transaction costs, 123

integration in, 121–122Supply re-order, 212Support vector machines (SVMs), 551Survey research, 540Surveys, 441

in global marketing research, 538–539for market research, 375

Sustainability, 82–84, 646Sustainability movement, 207Sustainable manufacturing, 143SVMs (support vector machines), 551Swaminathan, J. M., 104Swan, J., 480Sweden:

masculinity in, 662power distance in, 660–661taxation in, 535

SWIFT, see Society for Worldwide Interbank Financial Telecommunication

Switching costs, 59in customer relationship management, 371defi ned, 380

Switzerland, 588SWOT analysis, 184, 191, 357, 369, 440, 447Synchronized value chains, 68, 69Synchronous communication tools, 718Synchronous information, 742Synchro-pricing, 400Syndication, 516System dependency, 706System disruptions, 25Systemic innovation, 685System query language (SQL), 229Systems, in global account management, 741–742Systems dynamics and analysis, 2Systems integration, 294, 295Systems Integration Architecture (SIA), 92System variations, 207Szulanski, G., 697, 759–761

TTacitness, 706, 711TACS (total access communication system), 262Tactical decision making, 533Tactical design, 166Tactical level (of marketing), 422–424Tagging, 350, 639Tags (RFID), 223, 230Taiwan:

diffusion of Internet in, 588economy of, 774human resource management in, 818

Takt time, 44Talent management, 336, 647–648TAM, see Technology Acceptance ModelTam, K. Y., 479Tamamura, C., 799Tan, B. C. Y., 760Tan, C. T., 806Tan, F. B., 654Tang, C. S., 104, 161Tang, F.-F., 387Tang, J. C. S., 198–199Tang, Z., 384Tangible products, 298Tangible resources, 695Taoism, 772, 785, 788Tapper, U. A., 724Tapscott, D., 647

bindex.indd 924 12/1/09 10:18:10 AM

INDEX 925

Targetability:defi ned, 391with online pricing, 382, 384–385

Target customers, 438–439Targeted promotion, 475Targeting:

in business markets, 323defi ned, 330in high-technology marketing, 428–430in marketing research, 369–370

Target markets, 437Target return pricing, 300Task coordination, 839Task-related skills, 414Tata Motors, 354Tatemae, 778, 787Tate shakai, 778, 788Tatikonda, M. V., 725Taylor, M., 176–177Taylor, Robert, 602Taylorism, 817, 823Tayur, S., 24TCE (transaction cost economics), 123TCO, see Total cost of ownershipTCP/IP, see Transmission control protocol/Internet

protocolTeachers (pension fund), 79Team expertise directory, 720Team selling, 409–410Teamwork, 336Tech Emo design, 313Technical challenges:

with global ICT design, 669–670with Internet-enabled supply chains, 97–100

Technical grammar, 729Technical obsolescence, 296Technical standards, 619Technological change:

cross-national comparison paradigm for, 763–764

defi ned, 767factors infl uencing, 762–763management of, 758–762

Technology(-ies). See also specifi c headingsfor collaboration, 337–347

blogs, 339–341cloud computing, 346mashups, 346–347podcasting, 341–342social media, 342software as a service, 347virtual worlds, 342–344wikis, 344–346

for companies, 332for customer service, 113–116

bar code, 114–115customer relationship manage ment/data

mining, 114electronic commerce, 115product life-cycle management software, 114radio frequency identifi cation, 115remote diagnostics, 116

supply chain and revenue management software, 113–114

voice technology, 115defi ned, 767and global management, 641–642in global workforce, 629–630, 632, 637–638for innovation, 337for Internet-enabled supply chain, 92–95

electronic data interchange, 92–93web service, 93–95XML-based B2B interaction frameworks, 93

and manufacturers’ representatives, 413for marketing strategy analysis, 354–356paradoxes of, 277, 283–284, 287for personalization, 478–479, 481and sales force, 417–418for services marketing, 394–395shared, 726and supply chain management, 24–25and worker isolation, 635–636

Technology Acceptance Model (TAM), 277–279, 287Technology anxiety, 278, 287Technology developments:

business process management, 212radio frequency identifi cation, 210–211service oriented architecture, 211–212software as a service, 212–213

Technology emergence, 767Technology enablers, 348Technology experience, 608Technology/information technology industry (T/IT),

367–369, 375, 380Technology innovation, 767Technology marketing, 421–422, 424–433

challenges with, 421competencies in, 425–432

segmentation, 428–430strategic brand management, 430–432types, 427

and market uncertainty, 424rigidities in, 425–426terminology, 432–433

Technology-mediated communication, 713Technology readiness, 278, 287Technology-society compatibility theories, 595Technology sourcing, 704–711

defi ned, 711incentive effi ciency in, 705, 707–709international expansion to, 704–705joint effect of antecedent conditions on, 709–711operational effi ciency in, 705–709terminology, 711

Technology transfer, 758–760, 767Technology uncertainty, 424, 433Technology use, 767Technophobia, 278Teece, D., 685Teece, D. J., 691Telecenters, 604, 608Telecommunications, 845Teleconferencing, 635, 648–649, 667, 718Telemarketing, 491–492, 495

bindex.indd 925 12/1/09 10:18:10 AM

926 INDEX

Telephones, 718. See also Cellular phonesTelepresence, 635, 639Teleservice engineering, 116Telesio, P., 178Televideo, 648–649Television:

advertising spending on, 452digital, 459

Telework, 635, 639Tellis, G. J., 388, 426Temasek, 797Temperature sensor function, on RFID tags, 238Temporal bracketing, 765–766Temporal distance, 619Temporal misalignments, 728Temporary data, 236Temporary storage function, 23710 Days Method, 5–7Teradyne, 109Terminal companies, 71, 79–80Terms of sale, 23–24Tesco, 468Test markets, 375Test sets, 546, 554Tethered networks, 681TEU, see Twenty-foot equivalent unitTexas Instruments, 225, 233Text messaging:

marketing via, 459online public relations with, 505–506

Text mining, 544, 551Text warehousing, 564Thailand, 816, 819, 820Thamel International, 605Thamel Remit, 605Theeranuphattana, A., 198–199Theft, 240, 241Theory-based modeling, 480Theory of reasoned action (TRA), 278Theravada Buddhism, 782–783, 788, 819There.com, 343Thing to thing (T2T), 243ThinkPad, 371Third country nationals, 650, 651Third-party distribution providers, 162Third-party endorsements, 431Third-party logistics providers (TPLs/3PLs), 51, 148

defi ned, 157and distribution channels, 162–163in supply chain management, 20, 22

Third-party reviews, 385–386Third-party service providers, 45Third-party web sites, 503–506Thirukural, 786Thomas, D. C., 829Thomson Corporation, 467–4683PLs, see Third-party logistics providersThree-way matching process, 53Thriftiness, 188THRM (traditional human resource management), 815Tie duration, 694Tiering, 738, 743Tie strength, 693

Time:as cultural dimension, 758in network analysis, 691and transportation, 150, 154–155

Time-based competitive strategies, 37Time-based management, 40, 41Time delivery ratio, 271Time intelligence, 558, 565Time management, 31Time-of-day choices, 150Time orientation, 669

and global teams, 716and information management, 662and planning, 839

Time pressure, 106Time to market (TTM), 723–725, 730, 732Time zones, 619

as factor in global ICT, 670, 674and global account management, 740and global teams, 713and outsourcing/offshoring, 681

Timme, S., 199T/IT industry, see Technology/information technology

industryTitles (in Chinese etiquette), 775TiVo, 355, 356TM (transaction marketing), 462, 465TMS, see Transportation management systemTolerance, 781Toll collection, 224, 242Tombak, M., 177Tom Tom, 437Toshiba, 292Total access communication system (TACS), 262Total cost of acquisition perspective, 31Total cost of ownership (TCO), 128–129, 197, 204Total quality management (TQM), 466Total supply chain management costs, 194, 204Touch-points, 396, 397, 405, 430, 450, 460Touch screens, 278Toyota, 18, 43, 48, 69, 74, 120, 134, 136, 138, 180, 311,

451, 519, 520Toyota Production System (TPS), 13, 33, 142TPDU (transport protocol data unit), 262TPLs, see Third-party logistics providersTQM (total quality management), 466TRA (theory of reasoned action), 278Track and trace, 234, 246Tracking:

of persons, 241with RFID, 90, 97–98

Tractinsky, N., 619Trade agreements, 618Trade barriers, 49TradeNet, 669Trade-off analysis, 322, 330Trade/transportation, 73–77Trading and transaction channels, 162Trading channel, 173Traditional human resource management (THRM), 815Traditional procurement, 53–55, 66Traditional software model, 350Traffi c congestion, 242

bindex.indd 926 12/1/09 10:18:11 AM

INDEX 927

Traffi c counts, 148Traffi c model, 150, 157Training:

with demand-learning, 336of employees, 271of global account managers, 741of sales force, 414–415

Training sets, 545, 554Transactional selling, 407Transaction cost economics (TCE), 123Transaction data, 380Transaction elements (customer service), 104, 106Transaction marketing (TM), 462, 465Transitional economies, 820–821, 823Translation equivalence, 537, 540Translation services, 673Translation software, 673Transmission control protocol/Internet protocol (TCP/IP),

586, 598, 606Transnational (term), 625Transnational organizations, 642Transparency, 35, 41

in online public relations, 513with radio frequency identifi cation, 236in wireless marketing, 490

Transportation, 154–157added value of, 146–147available data on, 148chains, 149–154

four-step approach, 150freight transport choices, 149–150mode choice elasticities, 153–154product-consumption vs. origin-destination fl ows, 151transport modes, 151–153

consolidation/deconsolidation of shipments in, 154costs of, 147, 207, 209–210decision making, 148defi ned, 146government intervention in, 156in Internet-enabled supply chains, 90outsourcing of, 148–149route choice, 155–156scheduling of, 154–155and supply chain management, 20terminology, 157

Transportation corridors, 72Transportation gateways, 69–72Transportation management system (TMS), 170

in real-time supply chains, 267with software as a service, 213

Transportation model, 157, 159Transportation modes, 151–153, 161Transport chains, 149–154, 157Transport networks, 150, 154, 157Transport protocol data unit (TPDU), 262Transport volume, 149Travel:

and global teams, 713in India, 839for marketing strategies, 356

Traveler’s Insurance, 396Travel industry, 386Travelocity, 449

Tremor, 358Treys, C., 164Trialability, 279Triandis, H. C., 795TripAdvisor, 393Trompenaars, F., 835Trompenaars, Fons, 758Trucking, 20, 151–154Trunk collection, 154Trunk feeder networks, 154Trunk lines, 111Trust:

customer, 469defi ned, 721in global teams, 715, 717–718in global workforce, 632in networks, 695, 696, 700and sales managers, 417in strategic management, 805–806in strong brands, 315in supplier relationships, 621in supply chain management, 23, 30, 32, 34–36

Trust perimeter, 238Tsai, W., 691Tsai, W. P., 696Tseng, F. S. C., 564Tsui, A. S., 785TTM, see Time to marketTUI AG-Hapag Lloyd, 78Tunisia, 588Tuskegee syphilis study, 379Twain, Mark, 520Twenty-foot equivalent unit (TEU), 73, 78, 79, 88, 153TWiki, 344Twitter, 5062001: A Space Odyssey, 313Two-dimensional barcodes, 221Two-part tariff, 23Tyan, J., 90Tylecote, A., 759

UUA, see Uncertainty avoidanceUbiquitous computing (UbiComp), 244, 246Ubuntu Linux, 607UCC, see Uniform Code CouncilUchi, 778UDDI, see Universal Description, Discovery, and

IntegrationUHF, see Ultrahigh frequencyUID technology, 210–211Ultrahigh frequency (UHF), 224–225, 228, 230Ultrawide band (UWB) technology, 226, 230Umbrella branding, 371, 380Unbundling, 684Uncertain knowledge, 695–696Uncertainty:

and action, 808continuous, 68and global business drivers, 615in marketing, 424of material supply, 48in real-time supply chains, 268–271

bindex.indd 927 12/1/09 10:18:11 AM

928 INDEX

Uncertainty (continued )sources of, 207in supply chain management, 34, 42of supply/demand, 125and transaction costs, 123

Uncertainty absorption, 68Uncertainty avoidance (UA), 669

in corporate partnering, 698defi ned, 767and goal setting, 838and information management, 655, 661–662in national culture, 758, 760

UNCITRAL (United Nations Commission on International Trade Law), 597

UNCTAD (United Nations Conference on Trade and Development), 597

UNDP, see United Nations Development ProgramUngson, G. R., 759UNICODE, 668, 670, 676Unidirectional links, 155Uniform Code Council (UCC), 92, 221, 230Unit cycle time, 271United Arab Emirates:

diffusion of Internet in, 588Islam in, 784

United Kingdom:diffusion of Internet in, 588distribution channels in, 162immigration policies of, 674

United Nations, 609, 646United Nations Commission on International Trade Law

(UNCITRAL), 597United Nations Conference on Trade and Development

(UNCTAD), 597United Nations Development Program (UNDP), 597,

606–607United States:

baby boomer retirement in, 332and convergence, 746diffusion of Internet in, 589, 594digital television in, 459International Financial Reporting Standards in,

751–752masculinity in, 662port authority model in, 80power distance in, 656–657, 661strategic decision making in, 657–660tax law in, 753and terminal companies, 79time orientiation in, 662transport modes in, 151, 152uncertainty avoidance in, 661

U.S. Army, 505U.S. Bureau of Labor Statistics, 332U.S. Congress, 79U.S. Council of Logistics Management, 146U.S. Customs and Borders, 153U.S. Department of Defense, 206, 210–211, 222, 229U.S. Emergency Medical Products Inc., 90U.S. General Account Offi ce (GAO), 211U.S. Generally Accepted Accounting Principles

(U.S. GAAP), 746, 752–754

U.S. government, 413U.S. Navy, 242U.S. Safe Harbor program, 672, 675U.S. Secure Freight Initiative, 72U.S. Securities and Exchange Commission (SEC), 745,

746, 751–752Universal Description, Discovery, and Integration

(UDDI), 94, 96, 101Universalism:

defi ned, 721particularism vs., 716

Universalistic view, 793, 799Universal product codes (UPCs), 115, 221,

230, 355–356Universals (storytelling), 312University College of London, 588University Grants Commission (India), 847Unknown unknowns, 208Unloading, application, 251–252Unmah, 783Unsupervised learning, 550, 554Untethered networks, 681UPCs, see Universal product codesUPS, 75Up-selling, 370, 380Upton, D. M., 140–141USAA, 110Usability, 282, 479, 512, 516Use/block (smart cards), 251User education, 236User empowerment, 236User satisfaction, 512Utilitarian benefi ts, 483, 495Utilization, 168UWB technology, see Ultrawide band technology

VVachani, S., 615, 619Valences, 418Valences for rewards, 415, 418Valenzuela, A., 476, 477Validation (smart cards), 251Valuation, 708Valuation effi ciency, 705Value:

in business-to-business marketing, 319–322in customer service/satisfaction, 299defi ned, 330

Value-added network (VAN), 54, 92Value-added packages:

of wireless products, 491Value-added services, 165, 173Value-adding (VA) activities, 8Value-based pricing, 320Value chain(s):

defi ned, 495of mobile marketing, 486and supply chain management, 16synchronized, 68, 69

Value chain analysis (VCA), 1–13defi ned, 1, 14evolution of concepts in, 2–5

bindex.indd 928 12/1/09 10:18:12 AM

INDEX 929

food production case study, 6–1310 Days Method for, 5–7terminology, 13–14

Value chain management (VCM), 1, 2, 4, 5Value communication, 324–326Value consciousness, 292–293Value creation:

cooperation for, 465in e-procurement with catalogs, 61

Value-delivery framework, 318, 319Value-driven supply chain management,

201–203Value enhancement, 1, 2Value gaps, 201Value-in-use, 319, 323, 330Value merchants, 320, 326Value Merchants (James Anderson, James Narus, and

Nirmalya Kumar), 320Value propositions, 422–423, 433Values, cultural, 536, 654, 657Value stream, 4, 42, 44, 51Value stream mapping, 1, 7, 10, 51Value understanding, 318–322VAN, see Value-added networkVan Amstel, A. P., 171Van den Berg Consulting, 170Van Hoek, R., 33, 35Van Wassenhove, L., 25, 199Vardar, C., 116Vargo, S. L., 357, 404Variability, 48Varki, Sajeev, 474VCA, see Value chain analysisVCM, see Value chain managementthe Vedas, 783Vendors, 91Vendor-managed inventory (VMI):

decision rights with, 121defi ned, 101, 202in Internet-enabled supply chains, 90in real-time supply chains, 268in supply chain management, 22, 26, 30, 38, 51

Venkatesh, A., 283Venkatesh, S., 104Venkatesh, V., 278Venkatraman, N., 727–728Verbraeck, A., 267Verhoef, Peter, 476Vertical communication, 661Vertical disintegration, 685Vertical integration:

defi ned, 143, 191in logistics, 150in R&D offshoring, 685and site selection, 186in supply chain management, 29, 34, 133, 134

Vertical lines, 312Vertical search, 456Very small aperture terminal (VSAT) satellite

technology, 606, 610Veterans, 334–335VICS (Voluntary Interindustry Commerce Solutions), 23

Victim resource centers, 510Victoria’s Secret, 457Videoconferences, 637, 648–649Video downloads, 608VideoEgg, 454Video fi les, 500Video game advertising, 451, 459–460Video games, 505Video self-service technology, 399Vietnam:

economic profi le of, 816socialist market transitional economy of, 821

Viewtron, 354Villas-Boas, M., 385Vinitzky, G., 281Viper Motorcycle, 239Viral marketing, 400, 442, 447

defi ned, 460with fan sites, 502in marketing public relations, 457

Virgin Group, 400Virgin USA, 342Virtual banking, 344Virtual communities, 503Virtual data, 578Virtual expatriate assignments,

635, 639Virtual global organizations, 630–631, 639Virtual Holland, 344Virtual integration, 134, 143Virtual meetings, 720–721Virtual offi ces, 417Virtual OLAP, 575Virtual project work, 720–721Virtual teams, 634–635

as category, 639, 713defi ned, 722in global account management, 740

Virtual worlds, 350, 649–650and collaboration, 338, 342–344defi ned, 516for marketing, 360and public relations, 505

Viruses (RFID), 229Visibility, of supply chains, 97–98The Visible Hand (Alfred Chandler), 133Vision, of organization, 335VisionMax, 347Visit (term), 581Visualization, in online analytical processing, 578VoC, see Voice of customerVocalpoint, 358Vodcasts:

defi ned, 516online public relations with, 506

Voice communication, 484Voice of customer (VoC), 10, 14, 322Voice technology, 115VoIP (Voice-over-Internet protocol) telephony, 343, 608Vollman, T. E., 136Voluntary Interindustry Commerce Solutions (VICS), 23Voluntary retirement programs, 819

bindex.indd 929 12/1/09 10:18:12 AM

930 INDEX

Vonage, 400Von Hipple, 358Von Holzhausen, Franz, 314Von Lewinski, H., 199VSAT satellite technology, see Very small aperture

terminal satellite technology

WW3C (World Wide Web Consortium), 94Wa, 778, 788WACC, see Weighted average cost of capitalWachovia, 111Wage-systems, 821Waiting time, 112Wakefern Food Corporation, 240, 241Walker, G., 696Wallstraits, 295Wal-Mart, 24, 98, 114, 115, 206, 209, 210, 222, 564WAN (wide-area network), 585Wanamaker, John, 370Wang, X., 388, 389WAP (Wireless Application Protocol), 484Warehouse design, 166Warehouse execution control, 163Warehouse management systems (WMSs),

159, 169–171, 173, 267Warehousing, 163–173

activities in, 163–166layout design for, 167–169management systems, 169–171methods of, 159performance measurement, 171–173process view of, 159–161strategic design for, 166–167terminology, 173

Warehousing Education and Research Council (WERC), 171

Warner, M., 815Warranties, 109–110War strategy, 817Waste:

amount of, 272costs of, 69defi ned, 51and inventory, 48

Watanabe, Katsuaki, 136Waterways, 152Watson, H. J., 556, 561Wayne, S. J., 691Weak network ties, 695, 700Weather.com, 455Weaver Popcorn Co., 520Web 2.0, 337–350

benefi ts of, 339blogs, 339–341cloud computing, 346–347e-commerce opportunities with, 437and global management, 649–650marketing trends with, 442–443podcasting, 341–342and public relations, 498social media, 342

software as a servie, 347success areas in, 347–348technology marketing with, 431virtual worlds, 342–344wikis, 344–346

Web analytics software, 450Webb, K. L., 161Web-based conferencing, 506, 635, 648–649, 667, 718Web-based global surveys, 638Web-based marketing, 443–444Webcasting, 506Webcasts, 516, 634Weber, Alfred, 176Web events, 506Webinars, 457, 506, 634Web monitoring services, 498Web services, 346Web Services Description Language (WSDL),

94, 96, 101Web service technologies, 93–95, 101Web sites:

company, 443, 452for marketing high-technology products, 297–298for sponsored public relations, 500–503third-party, 503–506

Web site personalization, 475Web spiders, 503Web usage mining, 552–553Wedel, Michel, 474, 475Wee, H. M., 90Weighted average cost of capital (WACC), 200, 204Weis, S. A., 229Wells, W., 489Wendy’s, 458Wendy’s International Inc., 112WERC (Warehousing Education and Research

Council), 171Wesabe, 342Westbrook, R., 121Western management theories, 793–795Western Union, 605Wetzels, M., 485Weyerhaeuser, 520Whang, S., 22–24Wheelwright, S., 178Wheelwright, S. C., 135, 139Whipsaw movement, 22White paper series, 297Wial, H., 668Wide-area network (WAN), 585Widgets, 381Wikis, 505

and collaboration, 344–346defi ned, 350–351, 516, 639for marketing, 362for virtual teams, 634–635

Wikipedia, 341, 344, 505Williams, A. D., 647Williams, K., 618Williamson, O., 679Williamson, Oliver, 679, 685Williams-Timme, C., 199

bindex.indd 930 12/1/09 10:18:13 AM

INDEX 931

Willingness-to-pay, 370, 380Wilson, D. G., 308Wilson, H., 161Wilson, S., 647Windows for Smart Cards, 259, 260Win-win approach, 31, 684Win-win results, 35WIP, see Work-in-progressWIPO (World Intellectual Property Organization), 597Wireless Application Protocol

(WAP), 484Wireless communications, 81, 417Wireless companies, 354Wireless Internet, 493Wireless local loop, 606Wireless marketing, 483–495

brands, 487–489brand positioning/brand strength, 487–488customer relationships, 489differentiation and segmentation, 488–489mobile co-brands, 488name recognition/company logos, 487

defi ned, 484and m-commerce, 485–487and new technologies, 493–494for products/services, 489–493

distribution/sales channel, 491–492pricing, 490–491promotion, 492–493

terminology, 494–495Wireless marketing communication, 459Wireless warehouse management systems, 170Withdrawal stage (Hinduism), 783Within-culture differences, 773Wizzit, 608WMSs, see Warehouse management systemsWohlwend, H., 116Womack, J. P., 2, 4, 13WOM (word-of-mouth) communications, 400Wong, C. Y., 99Wood, S. L., 283–284Word-of-mouth (WOM) communications, 400Word-of-mouth marketing, 358Worker isolation, 635–636Working capital, 201Work-in-process, 271Work-in-progress (WIP), 43, 48, 51Work-life balance, 648Work methods, 634–636Workplace isolation, 417–418World Bank, 340, 342, 597, 605World-class manufacturing, 41World Intellectual Property Organization (WIPO), 597The World Is Flat (Thomas Friedman), 665World Trade Organization (WTO), 597, 774, 794, 823World Wide Web (WWW), 586, 598, 606World Wide Web Consortium (W3C), 94WORM (write once read many), 223, 246

WPP, 443Write once read many (WORM), 223, 246WSDL, see Web Services Description LanguageWu, D., 383WWW, see World Wide WebWyatt, Art, 746Wynn Casino, 221

XXbox 360, 369Xerox, 367Xia, L., 390Xie, J., 385, 386Xing, X., 387XML, see Extensible Markup LanguageXML-based B2B interaction frameworks, 93

YYahoo!, 344, 443, 449, 455, 670Yan, 772Yartley, C. A., 617Yassine, A., 731Ya’u, Y. Z., 588Yee, C. L., 98Yellow Submarine, 313Yield management, 401, 405Yin, 772Yip, G. S., 616, 617, 619Yoon, K., 177YouTube, 342, 346, 504–505Yu, M., 173Yung, Chung Ju, 780

ZZahay, D., 564Zaheer, S., 621, 622Zaibatsu, 777, 788Zakat, 784Zaltman metaphor elicitation technique

(ZMET), 322, 330Zander, U., 695Zara, 126, 127, 136Zeelenberg, M., 480ZeitControl, 260Zeithaml, V. A., 418Zhang, J., 475Zhang, W., 759Zhang, Z., 134Zhang, Z. J., 387Zhao, L., 829Zhou, M., 98Zhu, Y., 815Zipkin, P., 127ZMET, see Zaltman metaphor elicitation techniqueZomba, 458Zone formation, 168Zweifel, T. D., 634

bindex.indd 931 12/1/09 10:18:13 AM

bindex.indd 932 12/1/09 10:18:14 AM

bindex.indd 933 12/1/09 10:18:14 AM

bindex.indd 934 12/1/09 10:18:14 AM