The role of knowledge content in e-commerce

[1] M. Roberts , Making the e-business connection , Chemical Week (17 May 2000) S2-S5 .

[2] G.E. Bock and D.S. Marshak , Creating and Sustaining Customer Relationships on the Web. Available at: http://www.iplanet.com.80/guide.pdf

[3] D. Peppers and M. Rogers , The One to One Future ( Doubleday, New York , 1997).

[4] T.H. Davenport and L. Prusak , Working Knowledge: How Organizations Manage What They Know ( Harvard Business School Press, Boston, MA , 1998).

[5] S. Kirsner , The Customer Experience. Available at: http://www.fastcompany.com

[6] P.F. Drucker , The new society of organizations , Harvard Business Review 70(5) (1992) 95-104 .

[7] M. Welch , Market makers meet the word jocks , Informationweek 33 (2000) 32, 34, 35-36 .

[8] L. Sherman , A Matter of Connections. Available at: http://www.kmmag.com

[9] D. Coleman and L. Ward , Building the Value Chain Through Real-Time Knowledge Sharing. Available at: http://www.kmmag.com

[10] F. Newell , Loyalty.com ( McGraw-Hill, New York , 2000).

[11] C. Trepper , Customer care goes end-to-end , Informationweek (May 2000) 15, 55-73 .

[12] R. Van der Speck and A. Spijkevert , Knowledge management: dealing intelligently with knowledge. In: J. Liebowitz and L.C. Wilcox (eds), Knowledge Management and Its Integrating Elements ( CRC Press, Boca Raton , 1997).

[13] T. Beckman , A Methodology for Knowledge Management . [Paper delivered at the International Association of Science and Technology for Development (IASTD) AI and Soft Computing Conference, Banff, Canada, 1997.]

[14] M. Treacy and F.D. Wiersma , The Discipline of Market Leaders: Choose your Customers, Narrow your Focus, Dominate your Market ( Addison-Wesley, Reading, MA , 1997).