Privacy and security in the age of electronic customer relationship management

Nicholas C. Romano, Jerry Fjermestad

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

New technologies have fostered a shift from a transaction-based economy through an Electronic Data Interchange (EDI) informational-exchange economy to relationship-based Electronic Commerce (EC) one (Keen 1999.) We have moved from "first order" transactional value exchanges through "secondorder" informational value exchanges to "third-order" relational value exchanges (Widmeyer 2004.) Three important types of EC relationships have been identified: between enterprises and customers (B2C); between enterprises (B2B); and between customers (C2C) (Kalakota 1996.). Additional relationships between Governments (G2G), enterprises (G2B) and customers (G2C) have become more important as EC and e-government have matured and legislation, regulation and oversight have increased (Friel 2004; Reddick 2004); however these are not the focus of this paper. Relational value exchanges have become central to success and competitive advantage in B2C EC and it here that we focus on privacy and security in the age of virtual relationships.

Original languageEnglish (US)
Title of host publicationTechniques and Applications for Advanced Information Privacy and Security
Subtitle of host publicationEmerging Organizational, Ethical, and Human Issues
PublisherIGI Global
Pages189-210
Number of pages22
ISBN (Print)9781605662107
DOIs
StatePublished - Dec 1 2009

All Science Journal Classification (ASJC) codes

  • Computer Science(all)

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