URLs can change over time. If any of the sites used in these Internet Exercises change, please visit the Turban Electronic Commerce 2002, 2e Companion Web site at http://www.prenhall.com/turban for an update.

Chapter 4

1. Compare the following two online grocery stores to see how they stack up against their brick-and-mortar competitors in terms of cost of service and overall quality: netgrocer.com and mypcgrocer.com. (Note: yourgrocer.com is under construction.)
   
   
2. Go to priceline.com. Review the strategies used to attract and retain customers. What additional efforts could priceline.com exercise to retain its customers?
   
   
3. Find recent Web-based call center and automatic response products. Start with Amdocs.com (replaces clarify.com; customers' success stories), and eGain.com.
   
   
4. Survey two department store Web sites, such as JCPenney (jcpenney.com) or Sears (sears.com). Write a report that highlights the different ways they provide customer service online.
   
   
5. Surf the Home Depot Web site (homedepot.com) and check whether (and how) the company provides service to customers with different skill levels.
   
   
6. Investigate whether a brand name plays a major role in maintaining online customer loyalty compared with traditional shopping in the coffee and tea markets. Check starbucks.com as an example.
   
   
7. Enter Amazon.com and ups.com and identify all of the free customer services each provides.
   
   
8. Examine a market research Web site such as acnielsen.com and discuss what might motivate a consumer to provide answers to market research questions.
   
   
9. Surf e-land.com and list the types of consumer information you can collect from the site.
   
   
10. Enter mysimon.com and share your experiences about how the information you provide might be used by the company for marketing in a specific industry (e.g., the clothing market).
    
    
11. Get a guest pass from http://www.jup.com/ (replaces e-valuations.com) and cruise the site. Examine the types of data they gather. Are there any implications for privacy?
    
    
12. When would market research data not be quite valid? Consider a global EC case by looking at World Market Watch (wmw.com).
    
    
13. It appears that netdialog.com has become a technology-oriented Web portal and the paper referenced in the text is no longer available.
    
    
14. Go to Reflect.com. Examine how this company provides a personalized service.
    
    
15. Examine ecommerceandmarketing.com and personalization.com and identify new developments in product and service personalization.