E-commerce and customer experience

We have some good textbooks on e-commerce in the library. The most recent of these is:

E-business and e-commerce management: Strategy implementation and practice, 5th Ed, Dave Chaffey
Harlow: Financial Times Prentice Hall, 2011
Suitable for students on undergraduate and postgraduate courses, but also with much of relevance to industry professionals, this comprehensive textbook provides an introduction to e-business and e-commerce and covers the key management decisions which organisations moving towards e-business need to take. The first section looks at the meaning and scope of e-business and e-commerce and the development of e-business infrastructure; the second focuses on the development of e-business strategy and includes chapters on supply chain management, e-procurement, e-marketing, and customer relationship management. The thirds and final section covers issues involved in implementation including change management, design and service optimisation. Learning features include: chapter summaries, activities, case studies, questions for discussion, interviews with e-commerce managers, suggestions for further reading and web links. Additional resources are available from a companion website at www.pearsoned.co.uk/chaffey.

This doesn’t cover much technical detail on payment processing systems, but it does cover the management issues and includes a section on analysis and design of e-business systems. To borrow this book, please contact our book loans desk on 01536 207315 or email bookloans@managers.org.uk with your membership number and the address you would like the book sending, bearing in mind that a signature is required on delivery.

More specific information on e-commerce payment systems is available from our e-journals database. Log in at www.managers.org.uk/ejournals and use the search string (DE "ELECTRONIC commerce") AND (DE "PAYMENT systems").

Searching online I also found the following weblinks which look useful (although I have no prior knowledge of the sites so you will need to evaluate them for yourself.)

http://www.electronic-payments.co.uk/
http://www.ecommerce-guide.com/solutions/secure_pay/
http://www.practicalecommerce.com/articles/975-Ecommerce-Know-How-Unders...

On your additional queries, we have a number of books covering the topic of customer profitability in the library and there are quite a lot of articles on the trust in online retailing available from our e-journals database.