The application of e commerce in vietnam

MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGES AND INFORMATION TECHNOLOGY SCHOOL OF FOREIGN LANGUAGES GRADUATION PAPER THEME: THE APPLICATION OF E-COMMERCE IN VIETNAM ADVISOR : MR NGUYEN DANH 51, MBA STUDENT : NGUYEN DUY MAl HAN STUDENT NO : 0071214 CLASS ': KA0002 TV D, Q ~ Q CJ) ::J CJ) u QJ Computer •.• Server of Business \ \ \ \ " Server of Business Server of Busines s.n Figure 1.1.1 Interactions In The Reservation Systems (Concepts of e-commerce, Aptech reading material, page 2) In the banking sector, we could withdraw money at anytime, from any of the branches of Automatic Teller Machines (ATMs) make payment through credit cards etc, thank to the Information Technology (IT) The influence of IT is also felt in hospital, homes, factories and educational institutions IT takes education to every doorstep and every person in a cost effective manner through online universities Internet has made the dramatic impact on the society by bringing people from all over the world together through the features of email, new groups, chat rooms and Internet based conferencing IT brings revolution in the way we -,9- shopping and business, it enables complex business operations to be performed by effectively using the electronic networks like Internet and computers When the business is performed on the electronic media, it is called Electronic Commerce (E-commerce) or Electronic Business (E- business) Some of the operations performed in business are represented in Figure 1.1.2 Communicate with other agencies: customs, excise, trans porters & water authorities etc Sell products & services Advertise Procure raw material for production Build supply & maintenance chain Plan & organize production Communicate with customers Collaborate compete with other business firms Communicate with employees Manage finances & communicate with banks Figure 1.1.2 Some Typical Business Operations (Concepts of e-commerce, Aptech reading material, page 3) All the players will not be in one location, computer networks connect all of them and facilitate the business transactions between them 1.1.2 CONCEPTS IN E- COMMERCE "E-commerce is doing business electronically, by bringing together buyers and sellers It integrates services to facilitate telecommunications basic operations data, electronic communication business applications It uses and security computers and for several business transactions that comprise the of the company including communication and co- - ~()- ordination with suppliers, financial institutions, consumers, banks, insurance agents, distribution channels and other trading partners." (Page 4, Concepts of e-commerce, Aptech reading material) "E-commerce is a dynamic set of technologies, applications and business processes that link enterprises, consumers, and communities through electronic transactions and the electronic exchange of goods, services and information." (David Baum, Oracle Magazine, Page 38, May / June, 1999) "Electronic commerce, defined simply, is the commercial transaction of services in an electronic format." (Transatlantic Business Dialogue Electronic Commerce White Paper, 1997) "Electronic Commerce is about doing business electronically It is based on the electronic processing and transmission sound and video It encompasses of data, including text, many diverse activities including electronic trading of goods and services, online delivery of digital content, electronic fund transfers, electronic share trading, electronic bills of lading, commercial auctions, collaborative design and engineering, online sourcing, public procurement, direct consumer marketing, and after-sales service It involves both products (consumer goods, specialized medical equipment) and services (information services, financial and legal services); traditional activities (healthcare, education) and new activities (virtual malls) (European Commission, 1997) And the executive office of the president of US sets the tone for ecommerce: "E-commerce is about creating a new environment for transacting business using Internet technologies, with automation of the business transactions as the core or essence The new paradigm of ecommerce permits carrying out the business and commerce in an integrated manner, with minimal costs, and with fast response to various players participating in the E-commerce activity E-commerce deals with transactions consumers of the front-end and also with shops the catering supportive to the needs transactions of the related to advertisement, providing information to the consumer, consumer support, manufacturing, procurement of materials, supply chain management, negotiations, collaborations and competitions with the others stores, legal and regulatory frameworks, financial settlements, excise and taxation, imports and exports" In conclusion, E-commerce means these following activities using the Internet based communications • Performing all business transaction using Internet with the support of other channels of transaction • The digital data used in transactions could include text, forms, graphics, visual images, sound, video clips and animation • Facilitating the consumer to browse at the products and services offered • Negotiating the price, quantity, payment, dispatch • Organizing transporting goods • Receiving payment for goods and services • Carrying out banking transactions Selling products or providing services, stores carry out these operations under the name e-commerce by using the Internet technologies 1.1.3 E-COMMERCE ON BUSINESS AND CONSUMERS Earlier, only the large business could afford the investment and expenses in order to reach out to a large number of consumers So now, thanks to Internet, even the smallest business could access a large number of - of.:?- consumers E-commerce conducts business, it would help to streamline business processes; reduce overheads costs, operating costs; improve and speed interaction inventory costs and between buyers and suppliers; improve accounts receivables and increase in productivity and profitability E-commerce is likely to provide products and services that are suited to individual needs and specifications as manufacturers and suppliers are able to gather detailed information of each individual consumer and tailor the products and services to those needs 1.1.3.1 E-commerce And Sellers Internet store requires less expenditure on the establishment of store and running it The use of Internet for communication is expected to reduce in the overheads and thus leading to reduce prices for products and services The suppliers will be able to offer the goods at lower prices when they use e-commerce, the web store will compete very favorably with the real shops Moreover, the automation of the business process will lead to reduction in errors because the data is done through EDI (Electronic Data Interchange) An appropriate location for a real shop has been the major problem for the business house However, Internet store always be located at a convenient place for every consumer can visit with a few mouse clicks The globalization of trade and industry provides an opportunity to reach global base of consumers without setting up store or/and advertising in every country The Internet based store can easily provide services such as: delivery schedules, tracking the material during the delivery, locating a particular type of product, after-sales support etc The information about the store, new products introduced, reduced price sales, product reviews can be quickly update and made available to the consumers It is easy to know the consumer's information through an email and the preparation of letters and the services are almost instantaneous Internet communication is inexpensive way Especially, in Internet store manufactures can provide detailed information on their products and services such as guidance on use of the product service, technical specifications 1.1.3.2 E-commerce And Consumers Consumers access the original firm (rather than dealer or middleman) Consumers will have global choice - can select one from all potential suppliers of their needs, regardless their geographical location, can easily reach several shops, compare the quality and prices in a short time Consumers services, will get better quality of service - pre - and post - sales be able to provide information on line about product, demonstrations, directions, guidance, rapid response Another motivating factor is time - saving and inconvenience in going to the shop or bank Finally, the consumer will have the goods less expensive than in the stores 1.1.3.3 E-commerce And Inhibitors The transactions on the Internet need to be secure Consumers always have the lurking fear that they will be cheated The Internet store is global trade, so it is very important to the store and consumer know the restrictions of each country: foreign exchange, import and export policies There are also the money laundering through fictitious business, shipping of unauthorized materials The intentional and unintentional regional biases could be disadvantageous to developing country: people from these countries rarely trade with businesses from developed countries (they don't accept credit cards from developing countries ) - ~4- In Internet automobile sales, few consumer like to purchase a car without really having an experience of sitting in the car or driving the car This is true in purchasing houses People shop for a variety reasons: social outing, see the people around, exercise, so the physical shopping would remain a strong force in consumer 1.1.4 ENTITIES IN E-COMMERCE TRANSACTIONS E-commerce transactions like sales by a web store involve a number of organizations and individuals The transaction can be broken down into a number of activities terminated and each of these activities are originated by different persons/organizations /data/material players participating in the transaction and The participating in the activities and the information that is transmitted when the activity is performed is call entity The example of common entities are seller, store, consumer, certificate authority, consumer's bank, store's bank, credit card issuer, ecash issuer, credit card number, digital cash, invoice, purchase order, catalogue, etc 1.1.5 SCOPE AND BASIC MODELS OF E-COMMERCE E-commerce encompasses all activities that are carried out by manufacturing and business firms except those that are physically carried out, such as manufacturing, packing and shipping There are types of basic business models • Business to Consumer Model (B2C) • Business to Business Model (B2B) - ~5- 1.2 ELECTRONIC DATA INTERCHANGE (EDI) OBJECTIVES • Explain ED! • List the differences between paper-based business and EDI based business • Explain EDI Methodology in a typical business deal • List the advantages of ED! • List application areas of ED! • List steps involved in implementing ED! • Estimate costs in EDI implementation • List security issues in ED! -Ni- At first, the direct market firmly supply the services from business to customers (B2C) This website also supplies the Vietnamese market information trade activities, policies and laws Moreover, it introduces products of more than 50 businesses as well as their relationships According to Mr Do Van Chien, vice-President of the Trade Ministry Information Center, this is a pilot project with spare equipment and small location from Hanoi Trade Service It will help partners access new business model At present, the Official Trade Floor with 11 floors is being built on Hoang Quoc Viet St and will open at the end of 2005 It is well equipped for e commerce: introducing products, finding partners, signing contracts and paying tax through Internet, Mr Chien states to VnExpress According to the general plan, two similar centers will be built in Da Nang and Ho Chi Minh City The total cost for the first stage of three projects is 180 billion VND E-commerce is the prolonged project and Vietnam has not had any regulations on accepting the digital signatures, direct trade, the copyright and secret-keeping personal information Recently, there are only 3000 Vietnamese businesses out of 100,000 have their own websites In the July 2003, the Post and Telecommunication Ministry proposed a plan for e-commerce development and waited for the acceptance of the Prime Minister (Website of VNPT News) 2.3.8 VDC HAS GOT A STRONGLY DEVELOPED E- COMMERCE In order to develop e-commerce and create good relationships between producers and consumers, VDC company has successfully operated the e-commerce website B2C with the name VDC supermarket VDC supermarket now has 5,000 types of products and will be 13,000 at the -.ff4 - end of 2004 VDC has applied many methods of payment: by cash, by money transfer However, it takes a lot of time and this causes difficulties for both producers and customers VDC is negotiating with banks about consumers' bank accounts In addition, VDC has planned the methods of payment: Payment in advance card and Payment via Internet 1260P card VDC also has the website Vietnam Style E-Shop to serve foreigners and overseas Vietnamese Customers can use credit card, transfer money through Post or Western Union However, the international transportation fee is too high to attract customers Another difficulty is that Vietnam has not supplied any payment systems so VDC must hire a direct payment account in foreign country with high charge (Minh Huyen, Website VNPT News) Vietnam has 120,000 enterprises, 1.4 million of small and medium enterprises and this number will increase day by day The regulations of e-commerce must be built based on the global reach Viet Nam has joined AFTA and is making every effort to join WTO, Vietnam also promises to take part in E-ASEAN, E-APEC, E-ASEM Considering the importance of e-commerce, from the beginning of 1998, the Trade Ministry was in charge of the development of e-commerce: discussing ecommerce technology, proposing the laws, signing and carrying out the E-ASEAN agreement, applying e-commerce in the whole country with a developing e-commerce Center in Ha Noi, trade floors of e-commerce in Ha Noi, Da Nang, Ho Chi Minh City, and 64 e-commerce Stimulating Centers (LinhPhuong, Website VNPT News) 2.3.9 E-COMMERCE DECREE ON THE CARDS A decree to help set up a legal corridor for e-commerce transactions is likely to be effective by the end of the year, claims Nguyen Huu Anh, who is in charge of e-commerce under the Ministry of Trade -$$- The draft decree is under consideration Justice, Science, Technology by the ministries and Environment General of Posts and Telecommunications of Trade, and the Department (DGPT) as well as several other Government agencies The decree aims to create an ASEAN information infrastructure, develop e-commerce in the region and liberalize trade and investment in information technology products and services Anh says the decree requires Vietnam to conduct its commitments under e-ASEAN Framework Agreement, inked last November Once the agreement becomes effective, a direct high-speed Internet connection will link ASEAN members who will enjoy competitively priced products and services on the Net ASEAN members have approved 16 supportive projects involving ASEAN schools, training programs on e-commerce for businesses and establishing e-commerce law He adds promulgation ASEAN of such a decree is required since five other members - Singapore, Malaysia, the Philippines, Brunei and Thailand - have already drawn up e-commerce legislation "It is too early to promulgate requirements a decree involving practical business for e-commerce in Vietnam," Anh says "But Government bodies will try their best in an effort to create a comfortable environment for them." The remaining problems include e-signatures, intellectual property rights, protection of individual data and customers' secrets (VIR, NO.488) 2.3.10 OPENING VIETNAM E-COMMERCE TRADE FLOOR This morning, the www.vnemart.com.vn) Vietnam e-commerce Trade Floor (Vnemart- is officially operated On the opening day, Deputy Minister of the Trade Ministry, Le Danh Vinh states that the Trade Ministry is building the e-commerce laws for the transactions -50- Vnemart is considered the place to help businesses in seeking the markets and products information with more than 40,000 pages of foreign market information, international and Vietnamese laws database, professional knowledge of foreign trade, list of Exhibition Fairs and some business events In the first stage, the Vietnam (VCCI) has selected Chamber of Commerce and Industry 27 enterprises of export Handicrafts groups to take part in this Trade Floor According to Mr Nguyen Van Thao, Vice-General Secretary of VCCI, the Trade floor is considered as a "playground" with the line, computers, networks solutions and no e-payment, e-signature, e-commerce laws This will restrict the development of the Trade floor He hopes that in 2005 enterprises can trade easily by using e-commerce Having a talk with VnExpress, some enterprises say that Vnemart will give them more advantages in marketing products, pushing up the export trade Joining the Trade floor , enterprises can access the modern and quick trade but with more risks due the lack of information about the financial situation of their partners, Mrs Nguyen Anh Tuyet- President of Truong Thinh Company states The President of AQ Silk Company Ltd Nguyen Manh Quynh says that the Internet line is too slow and it takes a lot of time for customers to know about Vietnamese businesses Mr Le Thanh Sinh, the President of Tre Viet Company says that " there are no regulations for the copyright of fine handicrafts articles" According to experts, e-commerce transactions in Vietnam have just begun in a short time because of the limitation of laws, regulations, knowledge, especially the e-commerce infrastructure In fact, there are 3% out of 90,000 enterprises have their own websites Deputy Minister of the Post- Telecommunications operation Ministry, Mai Liem True says that" of Vnemart will lead to the development The of e-commerce in Vietnam However, trading in "imaginary market" requires the change of - ff7- habits in negotiating and finding partners as well as strict regulations of the government (phong Lan, website VNPT News) 2.3.11 ADVERTISING With www.hotels.com.vn HOTELS FREE ON NETWORK hotels and Vietnam tourism companies can advertise free on network The Web page is built by Vietnam Tourism Group- Vietnam Tourism Department and Hi-Tek company According to the agreement in 12/2003, Hi-Tek will invest total cost (registering domain name, designing web pages, securing network, built online-booking, registering an account at USA bank to obtain online- payment Vietnam Tourism Group will supply the information of hotels and tourism in Vietnam Hi-Tek says that www.hotels.com.vn there are more than 140 hotels advertising on and online-booking, online-payment are being used In the second term 2004 after finishing the design and information of 300500 hotels, Hi-Tek will give hotels account servers so they can update their pictures and information on www.hotels.com.vn and can use and manage the online-booking Hi-Tek hopes that this web will attract 3000 hotels and enterprises advertising on network (Minh Huyen ,website VNPT News) 2.3.12 BUILDING ELECTRONIC COMMERCE LAWS Mr Mai Anh, the President of Information Technology Center (Science and Technology implemented Ministry), states to VNExpress by that the laws will be Science-Technology-Environment Committee A manuscript of the laws will be fully done in the third term of 2004 and submitted to National Assembly in 2005 The e-commerce laws with 11 chapters, 110 clauses as expected, will control all the online transactions in three parts: government, enterprises - $8- and citizens They are regulations of electronic copyright, domain name, trademark, defamation, etc The e-commerce laws are proposed to put into the law building program of the eleventh National Assembly decision of implementation Session, of e-commerce and the governmental laws will be issued at that time "In December 2004 editorial section and the working program 2004 will be established and the manuscript will be submitted to National Assembly as planned", Mr Mai Anh says According to E-ASIAN agreement signed by the Prime Minister in 2000, two main parts e-commerce and e-government are implemented (Thanh Tu ,website VNPT News) 2.3.13 THE TOMORROW OF E-COMMERCE At a symposium on trade promotion organized in mid-April 2000, ATe specialists and international colleagues warned of an increasing gap in trade promotion unless Vietnamese mainstream and enter e-commerce businesses quickly join the Of course, given the current poor information infrastructure, developing Vietnam's e-commerce to where it could hold its own with the rest of the world can not be accomplished overnight, many say Deputy Minister conference standardized of Trade, Tran Duc Minh emphasized on e-commerce at a recent that the country needs to put in place technical and legal infrastructure such as transaction and payment laws and human resources He says MoT has urged provincial departments of trade to form e-commerce divisions, which are the backbone of the future e-commerce network The e-commerce Department, the country's single center for e- commerce, is trying to be pro-active The department has submitted to the Prime Minister a preliminary plan for the formation of a national ecommerce commission and progressive e-commerce applications - $.9- in Vietnam In addition, there are plans to establish the first e-commerce university in Vietnam with the funding from Japan and Australia and to form a national e-commerce technical program at an initial cost of VND billion Concurrent with completing the initiatives the department will out line a framework 2002-2005 plan for e-commerce applications in Vietnam during this will enhance businesses from all economic sectors in being ready for e-commerce application Further, the department is interfacing with ministries branches and localities in applying e-commerce in key areas such as Hanoi, HCM City and DaNang E-commerce courses will open for State Agencies and businesses And finally, experts from the E-commerce department have proposed that the State should consider providing priorities and incentives such as taxes preferences and subsidized access charges for enterprises performing e-commerce (Vietnam Economic News, No.21, May 23/29) - 150- 2.4.S0ME LIMITATIONS OF THE APPLICATION OF E-COMMERCE IN VIETNAM E-commerce has strongly developed in the world In Vietnam, many domestic companies have realized the benefits that e-commerce brings to them such as reducing overhead, business and human costs and expanding the good and service markets into the world However, there are also some limitations when applying it in Vietnam and it does not mean that it is impossible to develop e-commerce in Vietnam Low technical and managerial expertise in the promotion of new services and high user charges are the first reason Since January 1999, the basic Internet free has been VND 290/minute 200/minute from during peak hours and VND 11pm to am High Internet charges have been hindering e-commerce development The huge investments of billions of dollars are required to promote the development of e-commerce infrastructure and the amount of time that it will take Vietnam's current infrastructure does not meet the criterion for e-commerce effectiveness And this infrastructure lacking has heavily hampered the country from full exploitation of the Internet for commercial purposes The undeveloped state of payments by credit is another constraining factor regarding e-commerce It is difficult to convince customers and users to replace their customary methods of cash transactions and close consumer relations in doing business People prefer being able to physically inspect products and services, see people around etc., this is an important aspect of human relations (and a deep part of Vietnamese social relations and customs) This means that physical shopping would remain a strong force to reckon with by the ecommerce In fact, in automobile sales, very few consumers would like to -,y- purchase a car without really having an experience of sitting in the car or driving it Consumers are afraid of cheating in trading through Internet They may think that transactions are not secure and they will face problems in the future because there are few laws protecting consumers who buy unseen products There are no lawful environment for developing e-commerce legal framework facilitating business-to-business Internet is the biggest stumbling Vietnam there The application are information infrastructure block to e-commerce of e-commerce no instructions, transactions guidance, in Vietnam stimulating and a supportive Lack of over the expansion in is spontaneous, policies, legal framework advanced from the government Especially, there are no regulations of the online-contracts, online-payment, digital signature, intellectual property rights, protection of individual data and customers' secrets We access the information technology more than a decade and Internet in recent years and the level of social and economic development are not high to apply e-commerce successfully As the result, it is difficult for businesses to give up traditional forms of commerce and log on to the electronic path In fact, there are only 3% out of 90,000 businesses have their own websites Seventy domestic businesses have designed their own websites as a way of introducing themselves to the world and the Internet has served as a vehicle of searching for information rather than a means of business Ninety-five percent of domestic Internet access businesses use the network for sending and receiving e-mails and ninety percent of them search for information A reluctance amongst the country's bankers to embrace new technology such as electronic invoices and digital signatures is hampering efforts to develop the necessary infrastructure for e-payments, a key component of e-commerce The fact is that bankers are afraid of losing highly profitable and low-risk with old payment services - tf.2- Existing laws and regulations require a sealed contract if a transaction value is above a certain limit Of course, e-commerce means paperless transactions There is no printed contract, which could be signed and sealed Vietnam allows no businesses import or export goods without a corresponding "foreign trade contract" The situation is even worse when it comes to transactions of "digital content", such as software, services which can be delivered through the Internet as only the export of goods is exempted from VAT, export of services is not considered The tax office doesn't accept zero percent-VAT invoices for exports which are not confirmed by the customs office but customs can not confirm the export of deliveries via the Internet The regulations in the civil, economic, commercial laws set some limitation in marking contracts such as: legal business's capacity, import and export policies, contracts with foreign businesses A firm only operate in the field they have registered in the business license so any actions out of the license is valueless As a result, this is a hindrance for developing e-commerce 2.5.E-COMMERCE BETWEEN AND VIETNAM FOREIGN COUNTRIES People who live in Vietnam can not purchase goods or services from the foreign websites with their credit cards (the cards which are issued from Vietnamese bank) because these reasons: • The number of restrictions that are imposed by the government such as foreign exchange, import and export policies In fact, we can not directly transfer foreign money outside the country • The existing laws require a signed and sealed contract E-commerce means paperless transaction, how we can import or export good from foreign countries All the transactions from Vietnam and some developing countries are denied because • The credit cards which are issued from Vietnamese banks, are not well-known or famous all over the world and businesses from developed countries can not check the account holders • We can not control hackers because we don't have strict rules • There are no lawful environment for developing e-commerce Vietnam -u4- in • RECOMMENDATION The race to sell product through e-commerce is now on A developing country like Vietnam will have a chance to narrow the gap with the world's developed countries if it can effectively make use of the benefits of ecommerce and overcome the difficulties by proposing the plan for developing e-commerce The first thing is to establish the lawful environment for developing ecommerce The government must quickly propose instructions, guidance, stimulating policies, advanced information infrastructure and a supportive legal framework as well as the regulations of the online-payment, onlinecontracts, digital signature, intellectual property rights, protection of individual data and customer's secrets Especially, the regulations and technology must be developed at the same time In term of the signed and sealed contract, this regulation could be dropped quite easily and digital signatures used to replace the so-called "red seals" if the initiative was pursued And the tax office should consider how to drop the concept of the "financial invoice" as soon as possible and allow businesses to overview their own invoices so as to enable ecommerce E-commerce remains quite a new concept in Vietnam, seminars and ecommerce courses on better understanding of e-commerce and its possibilities will be opened for state agencies and businesses We must develop the banking system and diversify the payment system such as using Debit Cards, Credit Cards, Electronic Cheque, Smart Cards, Electronic Cash Companies and banks offer credits such as goods purchasing cards to their customers with the advantage of wider distribution networks, more attractive prices and flexible procedures • Encouraging the numbers of users by lowering the Internet fee - pff- • The government should invest more money in promoting the development of e-commerce infrastructure • Enterprises should change their attitudes to give up traditional forms of commerce and log on to the electronic path • The "business licenses" should be changed to fit the e-commerce transactions perfectly • The State should provide priorities and incentives such as tax preferences and subsidized access charges for enterprises performing e-commerce - titi - CONCLUSION E-commerce is doing business electronically, by bringing buyers and sellers together E-commerce is considered the indispensable trend of the world economy because it brings great interest to sellers and buyers In fact, the sellers can reach a large number of potential consumers and the Internet store requires much less expenditure on the establishment of store and running it The consumers will have global choice, the facility to select from alii potential suppliers of required products or services, regardless of their geographical location In Vietnam, the application of E-commerce is still on the beginning stage This is true because the number of companies use it is limited as they found the barriers when applying it such as the Electronic Payment, the attitudes of customers and enterprises to the new technology, the charge of Internet fee, the lawfull environment, and the adjustment of existing regulations to the implementation of E-commerce The government is trying their best to implement E-commerce in Vietnam and we hope that in the near future we will apply E-commerce perfectly ,especially in our trading between B2B and B2C -0/- d -~ , I REFERENCES Websites www.google.com www.Sonystyle.com.vn www.dushkin.com/powerweb www.nhasachvn.com wwwVNExpress.com www.fahasa.sg.com wwwVNPTNews.com www.tlnet.com.vn/fahasa www.amazon.com www.eddiebauer.com www.ebay.com www.landsend.com www.Vineyarddot.com www.orvis.com www.Williamsonoma.com www.overstock com wwwVnshop.com www.barrington.edu Concepts of E-commerce, Aptech Reading Material James A.O'Brien, (2003), Introduction to Information Systems, McGraw-HilI Jeffrey F.Rayport et ai, Introduction to E-commerce, McGraw-HilI David Baum, Oracle Magazine (1999) Transatlantic Business Dialogue Electronic Commerce White Paper, 1997 Julie R.Mariga, Managing E-commerce and Mobile Computing Technologies, VNU Business Publications USA - 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