This chapter builds on concepts and frameworks introduced earlier in the book. The main related chapters are as follows:
> Chapter 4, which introduces strategic approaches to exploiting the Internet
> Chapter 6, which examines customer relationship management issues
> Chapter 7, which provides an introduction to the characteristics of Internet consumer behaviour
> Chapter 8, covering issues relating to successful site development and operations
> Chapter 11, covering inbound retail logistics and the supply-side of operations in reseller markets
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