BA 100: Introduction to E-Commerce

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Introduction to Electronic Commerce

CHAPTER 1

© 2017 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for classroom use.

In this chapter, you will learn: • What electronic commerce is and how it has

evolved in three waves of development • Why companies concentrate on revenue models

and the analysis of business processes instead of business models when they undertake electronic commerce initiatives

• How to identify opportunities for and barriers to electronic commerce initiatives

Learning Objectives

Learning Objectives (cont’d.)

• How economic forces have led to the development and continued growth of electronic commerce

• How businesses use value chains and SWOT analysis to identify electronic commerce opportunities

• How the international nature of electronic commerce affects its growth and development

Introduction

• Electronic commerce began in the United States – China the leader in online retail sales since 2013 – More and more sales being made on smartphones

• China is the world’s largest potential online market – Active Internet users and upward economic growth – Buyers use U.S. and domestic sites and are

influenced by online reviews and discussions – Has led to online review sites and seller participation

in Chinese chat and messaging sites

IntroductionIntroduction

Introduction (cont’d.)

• Sellers in China must account for regional differences within a diverse country – Distribution and delivery difficult without well-

developed roads and standardized shipping practices – Some sellers have created their own distribution

systems • Chapter addresses how online businesses have

emerged and grown to accommodate various cultures and infrastructure challenges around the world

The Evolution of Electronic Commerce

• Electronic commerce history – Rapid growth from mid-1990s to 2000 – “Dot-com boom” followed by “dot-com bust” – 2000 to 2003: Overly gloomy news reports – 2003: Signs of profound rebirth

• Sales and profit growth returned • Electronic commerce grew faster than overall economy

and became a larger part of the total economy

The Evolution of Electronic Commerce

• Electronic commerce history (cont’d.) – 2008 general recession

• Electronic commerce suffered far less than most of economy

– From 2003 to the present • Electronic commerce has expanded more in good times

and contracted less in bad times than other economic sectors

Electronic Commerce and Electronic Business

• Electronic commerce – Shopping on the Web – Businesses trading with other businesses – Internal company processes – Broader term: electronic business (e-business) – Includes all business activities using Internet

technologies • Internet and World Wide Web (Web) • Wireless transmissions on mobile telephone networks

• Dot-com (pure dot-com) – Businesses operating only online

Categories of Electronic CommerceCategories of Electronic Commerce

• Business-to-consumer (B2C) – Consumer shopping on the Web

• Business-to-business (B2B): e-procurement – Transactions conducted between Web businesses – Supply management (procurement) departments

• Negotiate purchase transactions with suppliers

• Business processes – Use of Internet technologies within the business

99© 2017 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for classroom use.

Business Processes

• Business activity is a task ask performed by a worker doing his or her job – May or may not be related to a transaction

• Transaction is an exchange of value – Purchase, sale, or conversion of raw materials into

finished product – Involves at least one business activity

• Business processes are groups of logical, related, sequential activities and transactions

• Web helps people work more effectively

Relative Size of Electronic Commerce Elements

• Rough approximation shown in Figure 1-1 • Dollar volume and number of transactions

– B2B much greater than B2C • Number of transactions

– Supporting business processes greater than B2C and B2B combined

FIGURE 1-1 Elements of electronic commerce © C e n g

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Relative Size of Electronic Commerce Elements (cont’d.)

• Consumer-to-consumer (C2C) – Individuals buying and selling among themselves

• Web auction site – C2C sales included in B2C category

• Seller acts as a business (for transaction purposes)

• Business-to-government (B2G) – Business transactions with government agencies

• Paying taxes, filing required reports – B2G transactions included in B2B discussions

FIGURE 1-2 Electronic commerce categories

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Early Electronic Commerce

• Electronic Funds Transfers (EFTs) – Wire transfers – Electronic transmissions of account exchange

information over private communications networks • Electronic Data Interchange (EDI)

– Business-to-business transmission of computer- readable data in standard format

– Standard transmitting formats benefits • Reduces errors, avoids printing and mailing costs and

eliminates need to reenter data

Early Electronic Commerce (cont’d.)

• Trading partners – Businesses engaging in EDI with each other – EDI pioneers (example: Walmart) improved

purchasing processes and supplier relationships – Pioneers faced high implementation costs

• Value-added network (VAN) – Independent firm offering EDI connection and

transaction-forwarding services • EDI continues to be a large portion of B2B electronic

commerce

The First Wave of Electronic Commerce, 1995-2003

• 1997 to 2000 – More than 12,000 Internet businesses were started

• 2000 to 2003 – More than 5,000 start-ups went out of business – Extensive coverage of “dot.com bust” – $200 billion spent on bailing out and starting

businesses • Set the stage for significant future growth

The Second Wave of Electronic Commerce, 2004-2009

• Expanding international scope • Established companies used own funds to finance

gradual expansion • Faster, less expensive Internet technologies

available – Increase in broadband connections a key element of

the B2C component of this wave • E-mail became an integral part of marketing and

customer contact • Renewed interest in Internet advertising

The Second Wave of Electronic Commerce, 2004-2009 (cont’d.)

• Promise of available technologies fulfilled – Legal distribution of music, video, and other digital

products • Web 2.0 technologies

– Users participate in creating and modifying content on third party Web sites

• Shift in online business strategy – Away from the first-mover advantage which is

expensive and not always successful to a smart- follower strategy • “Second mouse gets the cheese”

The Third Wave of Electronic Commerce, 2010 - Present

• Factors in the third wave – Critical mass of mobile users with powerful devices

• Increased availability of smartphones and tablets • Mobile apps used for over 40% of online sales

– Increase in electronic commerce activity • Growing number of people using handheld devices to

access the Internet – Widespread participation in social networking

• Businesses can use social commerce to advertise, promote or suggest specific products and services

The Third Wave of Electronic Commerce, 2010 - Present

• Factors in the third wave (cont’d) – Increased online participation by smaller businesses

in sales, purchasing, and capital-raising activities • Crowdsourcing

– Sophisticated analysis of data companies collect about online customers • Big data and data analytics

– Increased integration of tracking technologies into B2B electronic commerce and the management of business processes within companies • RFID devices and biometric technologies

FIGURE 1-3 Key characteristics of the first three waves of electronic commerce

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Business Models, Revenue Models, and Business Processes

• Business model – Set of processes combined to achieve company goal

• In the first wave of electronic commerce, investors sought Internet-driven business models – Expectations of rapid sales growth, market

dominance – Successful “dot-com” business models emulated – Led to many business failures – Michael Porter argued business models did not exist

Business Models, Revenue Models, and Business Processes (cont’d.)

• Instead of copying model, companies should examine their business elements – Streamline, enhance, or replace with Internet

technology driven processes • Revenue model

– Specific collection of business processes used to identify, market and make sales to customers

– Classifies revenue-generating activities for communication and analysis purposes

Focus on Specific Business Processes

• Examples of business processes – Purchasing raw materials or goods for resale – Converting materials and labor into finished goods – Managing transportation and logistics – Hiring and training employees – Managing business finances

• Identify processes that benefit from ecommerce technologies – Not all processes can be improved with technology – Firms can use it to help them adapt to change

Role of Merchandising

• Combination of store design, layout, and product display knowledge

• Salespeople have skills to identify customer needs and meet them

• Merchandising and personal selling skills can be difficult to practice remotely – Companies must be able to transfer these skills to

have Web site success – Some products are easier to sell on the Internet than

others

Product/Process Suitability to Electronic Commerce

• Some products good candidates for electronic commerce – Customers do not need to experience physical

characteristics before purchase – Technology has made more processes suitable for

electronic commerce • Commodity items are standardized, well-known

products only differentiated by price – Must have attractive shipping profile to sell online – Includes books, clothing, shoes, kitchen accessories

and other small household items

FIGURE 1-5 Business process suitability to type of commerce

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Product/Process Suitability to Electronic Commerce (cont’d.)

• Easier-to-sell products have: – Strong brand reputation – Appeal to small but geographically diverse groups

• Traditional commerce better for: – Products relying on personal selling skills – Transactions involving large amounts of money

• Combination of electronic and traditional commerce strategies best when: – Business process includes both commodity and

personal inspection aspects

Opportunities for Electronic Commerce

• Electronic commerce can help increase profits and sales and decrease business costs

• Virtual community – Gathering of people sharing a common interest

• E-commerce purchasing opportunities – Identify new suppliers and business partners – Efficiently obtain competitive bid information – Increase speed, information exchange accuracy – Wider range of choices available 24 hours a day

Opportunities for Electronic Commerce (cont’d.)

• Benefits extend to general society – Lower costs to issue and secure

• Electronic payments of tax refunds • Public retirement • Welfare support

– Provides faster transmission – Provides fraud, theft loss protection

• Electronic payments easier to audit and monitor – Telecommuting reduces traffic, pollution – Products and services available in remote areas

Electronic Commerce: Current Barriers

• Poor choices for electronic commerce – Perishable foods and high-cost, unique items

• Four barriers – Need for critical mass of customers with appropriate

technology – Unpredictability in costs and revenues – Insufficient tools for hardware and software

integration – Cultural and legal barriers

Economic Forces and Electronic Commerce

• Economics – Study how people allocate scarce resources

• Markets – Potential sellers come into contact with buyers – Medium of exchange available (currency or barter)

• Hierarchical business organizations – Firms or companies

• Transaction costs – Motivation for moving economic activity to

hierarchically structured firms

Transaction Costs

• Total costs a buyer and seller incur while gathering information and negotiating purchase-and-sale transaction

• Costs include: – Brokerage fees and sales commissions – Cost of information search and acquisition

• Sweater dealer example (Figure 1-6)

FIGURE 1-6 Market form of economic organization

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Markets and Hierarchies

• Coase’s analysis of high transaction costs – Hierarchical organizations replace market-negotiated

transactions – Supervision and worker-monitoring elements – Vertical integration sweater example (Figure 1-7)

• Oliver Williamson (extended Coase’s analysis) – Complex manufacturing, assembly operations

• Hierarchically organized, vertically integrated – Manufacturing innovations increased monitoring

activities’ efficiency and effectiveness

FIGURE 1-7 Hierarchical form of economic organization

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Markets and Hierarchies (cont’d.)

• Strategic business unit (business unit) – Part of a company large enough to manage itself – Small enough to quickly respond to business

environment changes • Exception to hierarchy trend

– Commodities

Using Electronic Commerce to Reduce Transaction Costs

• Electronic commerce can – Improve flow of information – Increase coordination of actions – Change attractiveness of vertical integration

• Example: employment transaction – Telecommuting reduces or eliminates transaction

costs

Network Economic Structures

• Neither market nor hierarchy • Strategic alliances (strategic partnerships)

– Coordinate strategies, resources, skill sets by forming long-term relationships based on shared purposes

– Strategic partners come together for specific projects • Network organizations well suited to information-

intensive technology industries – Electronic commerce makes networks easier to

construct and maintain – Castells predicts economic networks will become the

organizing structure for social interactions

FIGURE 1-8 Network form of economic organization

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Network Effects

• Law of diminishing returns – Activities yield less value as consumption amount

increases • Example: hamburger consumption

• Network effect – Exception to law of diminishing returns – As more people or organizations participate in

network, the value to each participant increases – Examples: Landline phones, e-mail

Identifying Electronic Commerce Opportunities

• Focus on specific business processes – Break business down – Series of value-adding activities that combine to meet

firm’s goals • Business activities conducted by firms of all sizes • Firm

– Multiple business units owned by a common set of shareholders

• Industry – Multiple firms selling similar products to similar

customers © 2017 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for classroom use 4343

Strategic Business Unit Value Chains

• Value chain – Organizing strategic business unit activities to design,

produce, promote, market, deliver, and support the products or services

– Michael Porter includes supporting activities such as human resource management and purchasing

• Strategic business unit primary activities – Design, identify customers, purchase materials and

supplies, manufacture product or create service, market and sell, deliver, provide after-sale service and support

Strategic Business Unit Value Chains (cont’d.)

• Importance of primary activities depends on: – Product or service – Customers

• Central corporate organization support activities – Finance and administration – Human resource – Technology development

FIGURE 1-9 Value chain for a strategic business unit

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Industry Value Chains

• Examine where strategic business unit fits within industry

• Porter’s value system – Describes larger activities stream into which particular

business unit’s value chain is embedded – Industry value chain refers to value systems

• Awareness of businesses value chain activities – Allows identification of new opportunities – Useful way to think about general business strategy

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SWOT Analysis: Evaluating Business Unit Opportunities

• Define SWOT (strengths, weaknesses, opportunities, and threats)

• First look into business unit – Identify strengths and weaknesses

• Then review operating environment – Identify opportunities and threats presented

• Take advantage of opportunities – Build on strengths – Avoid threats – Compensate for weaknesses

FIGURE 1-11 SWOT analysis questions

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FIGURE 1-12 Results of Dell’s SWOT analysis

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International Nature of Electronic Commerce

• Internet connects computers worldwide • When companies use Web to improve business

process they automatically operate in global environment

• Third wave – Rapidly increasing proportion outside US – China, India, and Brazil have seen enormous recent

growth • Key issues in international commerce include trust,

culture, language, government and infrastructure

FIGURE 1-13 Proportion of online B2C sales by geographic region, 2014

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Trust Issues on the Web

• Important for all businesses to establish trusting relationships with customers

• Companies can rely on established brand names • Challenging for new companies because anonymity

exists when trying to establish a Web presence – Plan for establishing credibility is essential – Sellers cannot assume site visitors will know they are

trustworthy • Business must overcome distrust in Web “strangers”

Language Issues

• Business must adapt to local cultures – “Think globally, act locally” – Provide local language versions of Web site as

customers are more likely to buy from sites in own language

• Websites available in English only have declined dramatically to about 25% of total sites

• Languages may require multiple translations for separate dialects – Localization means a translation considers multiple

elements of the local environment

Cultural Issues

• Important element of business trust is anticipating how the other party to a transaction will act in specific circumstances

• Culture is the combination of language and customs – Varies across national boundaries, regions within

nations • Care must be taken in choosing packaging, product

names, icons used to represent common actions and even colors

• Japanese shoppers resisted US sites for years because of their resistance to use of credit cards

Culture and Government

• Some areas have cultural environments inhospitable to online discussions that occur on the Internet – May lead to government controls that limit electronic

commerce development – Many countries filter available Web content and some

have denounced the Internet • Countries such as the People’s Republic of China

and Singapore traditionally control access to information but want to reap the benefits of electronic commerce – Result has been many regulations and requirements

Infrastructure Issues

• Computers and software connected to Internet and the related communications networks

• Outside the U.S. the telecommunications industry is either government owned or regulated – Inhibits development or limits expansion

• High local telephone connection costs affect online behavior

• Over half of all Websites turn away international orders because of no process to handle them – Problem is increasing globally

Infrastructure Issues (cont’d.)

• Freight forwarder arranges international transactions’ shipping and insurance

• Customs broker arranges tariff payment and compliance with international shipping laws

• Bonded warehouse is a secure location that holds international shipments until customs requirements or payments satisfied

• Handling international transactions paperwork has an annual cost of $700 billion – Software automates some paperwork

FIGURE 1-14 Parties involved in a typical international trade transaction

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Slide 1
Slide 2
Learning Objectives (cont’d.)
Introduction
Introduction (cont’d.)
The Evolution of Electronic Commerce
The Evolution of Electronic Commerce
Electronic Commerce and Electronic Business
Categories of Electronic Commerce
Business Processes
Relative Size of Electronic Commerce Elements
Slide 12
Relative Size of Electronic Commerce Elements (cont’d.)
Slide 14
Early Electronic Commerce
Early Electronic Commerce (cont’d.)
The First Wave of Electronic Commerce, 1995-2003
The Second Wave of Electronic Commerce, 2004-2009
The Second Wave of Electronic Commerce, 2004-2009 (cont’d.)
The Third Wave of Electronic Commerce, 2010 - Present
The Third Wave of Electronic Commerce, 2010 - Present
Slide 22
Business Models, Revenue Models, and Business Processes
Slide 24
Focus on Specific Business Processes
Role of Merchandising
Product/Process Suitability to Electronic Commerce
Slide 28
Product/Process Suitability to Electronic Commerce (cont’d.)
Opportunities for Electronic Commerce
Opportunities for Electronic Commerce (cont’d.)
Electronic Commerce: Current Barriers
Economic Forces and Electronic Commerce
Transaction Costs
Slide 35
Markets and Hierarchies
Slide 37
Markets and Hierarchies (cont’d.)
Using Electronic Commerce to Reduce Transaction Costs
Network Economic Structures
Slide 41
Network Effects
Identifying Electronic Commerce Opportunities
Strategic Business Unit Value Chains
Strategic Business Unit Value Chains (cont’d.)
Slide 46
Industry Value Chains
Slide 48
SWOT Analysis: Evaluating Business Unit Opportunities
Slide 50
Slide 51
International Nature of Electronic Commerce
Slide 53
Trust Issues on the Web
Language Issues
Cultural Issues
Culture and Government
Infrastructure Issues
Infrastructure Issues (cont’d.)
Slide 60