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发布时间：2024-01-08 01:19:24 来源：文档文库
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1.WhyisdistancelearningconsideredEC?Indistancelearningaschool(supplierdeliversaneducationelectronicallytoabuyer(thestudent.Itisnota“pure”ECsincepaymentsandexaminationsareusuallydoneoffline.However,withthedevelopmentofbiometricsecuritydevices,distancetestingmaybecomeareality.AnEFTisavailablefromyourbankorATM,andteacher-student,student-studentandteacher-teachercommunicationcanbeonline.Someuniversitiesusetelecommutersasfaculty.Webpagesforthecoursescanfacilitatethisprocess.2.aWhoarethecompetitorsofAmazon,andwhatarethethreatstoAmazon?bWhatarethesuccessfactorsofAmazon?cInvestigatethebookonlineindustry.TracethelateststrategicmovesofAmazon.comandwww.bn.com.Also,identifyotherspecialtyonlinebookvendors.dAmazon.comdecidednottoopenphysicalstores,whileFirstNetworkSecurityBank(FNSBopeneditsfirstphysicalbankin1999.Compareanddiscussthetowstrategies.aTypesofcompetitorstoAmazonare:1Traditionalbookstorewithacyberbookstore:e.g.,Barnes&Noble.-Threat:financialmuscle,fastinventorydiscoveryinitsownwarehouse.2Comparepricestoshowthelowestprice:e.g.,BestBookBuys.com-Threat:Customersmayclickthesitewithalowestpricebecausethequalityofbooksdoesnotvary.3Lowestpricestrategysite:e.g.,Buy.com-Threat:Customersfindthelowestpriceandbuythebookthere.bSuccessfactorsofAmazon:Earlierimagebuilding,largenumberoftitles,highgrowthandmarketingshare,highstockprice,inventorymanagementpolicy,andtheprovisionofrelatedbookinformation,readers’critiques,andbookevaluations.RiskstoAmazon:Fastdeliverybytraditionalretailers(e.g.,Barnes&Noble,pricecomparisonsbroker(e.g.,BestBookBuys.com,lowestpricinge-stores(e.g.,Buy.com.cOnlineBookStores:[Amazon.com]Amazon.comisnotjustabookstoreanylonger.Itdealswithmusic,DVD,video,electronics,software,toys,videogames,homeimprovement,auctions,andsoforth.Asane-bookstore,theyhandle8milliontitlesandshowbooksrelevanttothedisplayedbook.Amazon.comalsoprovidesinformationaboutthereader’sevaluation,andsendse-mailswithindividualizednews.Amazon.comwasnotprofitablewithjustbooks,soweneedtowatchhowtheyperformafterhavingexpandedtodiversifieditems.[BarnesandNoble.com]1
Barnes&NoblehasadoptedashorterURL,www.bn.com.Ithasalsoexpandeditscategoriesofitemstomusic,e-cards,printers,posters,software,andmagazines.B&Nbrowsesthebooksbysubject,andclassifiesthebooksbyage.WeneedtoobservehowB&Nreengineersthe1,000traditionalbookstores.dThereareseveraladvantagesofhavingbothphysicalandvirtualstores.First,thelocalcommunitycanbeservedbetter.Second,returnedproductscanbehandledeasierinaphysicalstore.Third,deliveriescanbemadefromthephysicalstore.Apurevirtualstoreislessexpensive,andyoudonotneedthecashforthephysicalstore.Certainbusinesses,suchasbanks,maybemoresuitableforacombination.3.ListthecriticalsuccessfactorsofDell.WhyisitthatotherPCmakerscannoteasilyduplicatethesuccessofDell?CriticalSuccessFactorsofDell:AdvancedWebdesign,pricecompetitivenessowingtotheflexiblemanufacturingsystemformasscustomization,databasemarketingandcustomerintimacy,globalreachandvalueaddedserviceatasinglecontactpoint,products’highreliabilityandreputation,andtheoutsourceddeliverysupport.Dell’ssuccessfactorsthatarenoteasytoduplicate:1.2.3.4.5.6.ProactivefocusontelemarketingstrategyMake-to-ordermanufacturingandjust-in-timelogisticsystemPricecompetitivenessDatabasemarketingtechnologyHighreputationofthebrandImageofreliable,high-qualityvendorOtherfactorssuchasWebdesign,provisionofonlinecontactpoint,andoutsourceddeliveryarerelativelyeasytoimitate.4.Explaintheconceptofcustomerloyalty.Customerloyaltyisthedegreeofcommitmentacustomerfeelstowardaspecificvendororabrand.Itisalsothefeelingofaffectionforacompany’speople,products,orservices.Itisanimportantdeterminationofprofitsincealoyalcustomerwillrepeatbusinessorreferfriendstoaccesstheservice.Wordofmouthisoneofthemostimportantfactorsinacquiringnewcustomersintheserviceindustry.Customersatisfactiondrivescustomerloyalty.Atcertaintimesorundercertaincircumstances,satisfactionhasamuchbiggerimpactonloyalty.Forexample,intheautomobileindustry,evenaslightdropfromcompletesatisfactioncreatesanenormousdropinloyalty.Therefore,customers’completesatisfactionisofparamountimportanceinanycompany’spriorities.Attheheartofanysuccessfulstrategytomanagesatisfactionistheabilitytolistentothecustomer.5.DescribewhattrustisinECandhowtoincreaseit.Trustisthepsychologicalstatusofinvolvedpartieswhoarewillingtopursuefurtherinteractionstoachieveaplannedgoal.Trustinelectroniccommerceisimportantsincecustomerscanonlyseeapictureoftheproduct,butnottheproductitself.
