Table of Contents

INTRODUCTION: Internet Retailing: from Experimentation to Execution. THEORY: The Worldwide Web and Information Technology. Service Operations and the Internet. Network Economics and Scale Effects. Supply Chain Management for a Virtual World. PRACTICE: Conquering the Last Mile with Bricks and Clicks. Capacity and the Physical Network Footprint. Dynamic Control of Customer Demand. Inventory and Service Policy. Product Returns Management. Cost to Serve and the Long Tail. CASE STUDIES: FreshDirect. eShip-4U. MusicToday. eBags. Cooking.com.

INTRODUCTION: Internet Retailing: from Experimentation to Execution. THEORY: The Worldwide Web and Information Technology. Service Operations and the Internet. Network Economics and Scale Effects. Supply Chain Management for a Virtual World. PRACTICE: Conquering the Last Mile with Bricks and Clicks. Capacity and the Physical Network Footprint. Dynamic Control of Customer Demand. Inventory and Service Policy. Product Returns Management. Cost to Serve and the Long Tail. CASE STUDIES: FreshDirect. eShip-4U. MusicToday. eBags. Cooking.com.

About the Author

Elliot Rabinovich serves on the faculty at the W.P. Carey School of Business, Arizona State University and brings deep expertise in academic research with a focus on e-commerce and supply chain management. His award-winning research has generated over 20 articles to date in leading academic journals including California Management Review, Decision Sciences, Journal of Business Logistics, Journal of Operations Management, and the MIT-Sloan Management Review. In 2005, he designed and started an annual MBA course on e-commerce and supply chain and service operations management at the W.P. Carey School of Business. He earned a BS in Civil Engineering from the School of Engineering of Antioquia, and a Ph.D. in Logistics-Supply Chain Management from the Robert H. Smith School of Business, University of Maryland. Tim Laseter brings twenty years of industry experience in operations strategy and supply chain management as both an industry practitioner and consultant to leading companies. In 2002 he transitioned to academia by leaving his partnership position at Booz Allen Hamilton to complete his doctorate and join the Darden Graduate Business School at the University of Virginia. He now works as an independent consultant while serving as a visiting professor at Darden, the London Business School, IESE Business School in Barcelona, the Stern School at NYU, and Emory's Goizueta School in Atlanta. A prolific writer for practitioners, he has authored two previous books and currently serves as a contributing editor for Strategy+Business which features his column "Operating Strategies" in every other issue.