第一章 顾客利益代言时代的来临（10）

注释［1］根据JD Power协会于2002年10月关于Autoshoppercom的研究（JD Power，West Lake Village，CA），有64%的购车者认为互联网可以为其购车决策提供帮助；根据市场研究公司——Jupiter Research的报道，有77%的购车者认为互联网可以为其购车决策提供帮助；而Cospirit Research公司则发现有83%的英国购车者认为互联网可以为其购车决策提供帮助。

［2］JD Power，2002 New AutoshopperCom Study（JD Power，West Lake Village，CA），October 2002［3］Morton，Fiona S,Florian Zettelmeyer,and Jorge Silva Risso,Internet Car RetailingThe Journal of Industrial Economics,December 2001:50119［4］Yesawich Partners,Consumer Travel Plans Include Visit to Net,May 6,2004［5］Sileo，Lorraine and Joshua FriedmanPhoCus Wrights Online Travel Overview:Market Size and Forecasts 20022005,February 2003［6］Four Nation Survey Shows Widespread but Different Levels of Internet Use for Health PurposesHealth Care News,v2, No11(May,2002)Harris Interactive,2002［7］Cybercitzen Health—The Integration of Information Technology and Consumer HealthcareManhattan Research,2002［8］Intelliseek,December 2003,distrustmeansdistrust completelyanddistrust somewhat［9］Neff,JackSpam Research Reveals Disgust with Popup AdsAdvertising Age,vol74,issue 44,August 2003［10］American Business Faces a Crisis of TrustTrust,February 2002［11］Voice of People Survey,Trust in Global Companies,World Economic Forum，31 March 2004［12］Craig Wood,Crisis of Confidence:Rebuilding the Bonds of Trust(Chicago,IL,Yankelovich,2003),p8［13］Neff,JackSpam Research Reveals Disgust with Popup Ads Advertising Age,vol74,issue 44,August 2003［14］Blackshaw,PetelPull the Plug on Popup?Advertising Age，vol74,issue 44,November 2003［15］Media Dynamics,IncTV Dimensions 2003p74［16］Tandemar Corporation,Quality of TV Viewing Experience(Tandemar Corporation,Canada)2000［17］Smith,JWalker,Ann Clurman,and Craig Wood,Coming to Concurrence(Racom Communication,Evanston,IL,2005),p125［18］Jupiter Research,Marketing and Branding Forecast:Online Advertising and Email Marketing Through 2007,Marketing and Branding,v2(Jupiter Research,New York,NY)2002［19］John Freeland,The Ultimate CRM Handbook (McGraw Hill,New York,2003)p3［20］Maney,KevinThe economy according to eBayUSATodaycom,http://wwwusatodaycom/money/industries/retail/20031229ebaycover_xhtm,December 2003［21］Resnick,Paul,Richard Zeckhauser,John Swanson,and Kate Lockwood,The Value of Reputation on eBay:A Controlled ExperimentWorking Paper RWP03007(John F Kennedy School of Government),July 6,2002［22］Mainelli,TomeBay Identity Theft Hits Close to HomeQuote from Kevin Pursglove,eBay spokesman,CNNcom,http://wwwcnncom/2002/TECH/internet/02/18/ebayidentitytheftidg,February，2002［23］Wingfield,Nick and Karen LundegaardClicking the Tires:Ebay Is Emberging As Unlikely Giant in UsedCar SalesWall Street Journal,Feb7,2003,pA1［24］例如，Tracey,Michael and Fred WiersemaThe Discipline of Market Leaders(Perseus Publishing,New York,1995);Day,GeorgeMarket Driven Strategy (Free Press,New York,1999);Slywotzky,Adrian and Richard WiseHow to Grow When Markets Dont (Warner Books,New York,2003);and Peppers,Don,et alOne to One Field Book(Doubleday,New York,1999)。

［25］例如，Freeland,JohnThe Ultimate CRM Handbook (McGraw Hill,2003)。

［26］有关预言的一些例子，请参见:Bakos,Yannis,Reducing Buyer Search Costs:Implications for Electronic Marketplaces,Management Science,December,1997,Brynjolfsson,Erik and Michael Smith,Frictionless Commerce? A Comparison of Internet and Conventional Retailers,Management Science,April,2000,and Wind,Yoram,et alConvergence Marketing (Prentice Hall,Upper Saddle River,NJ,2002)。