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- Chapter II Information Search on the Internet: A Causal Model
- Chapter V Consumer Complaint Behavior in the Online Environment
- Chapter VII Objective and Perceived Complexity and Their Impacts on Internet Communication
- Chapter X Converting Browsers to Buyers: Key Considerations in Designing Business-to-Consumer Web Sites
- Chapter XIV Product Catalog and Shopping Cart Effective Design
- Key #1: Delight Your Customers with Speed and Quality
- Key #3: Work Together for Maximum Gain
- When Companies Start Using Lean Six Sigma
- Making Improvements That Last: An Illustrated Guide to DMAIC and the Lean Six Sigma Toolkit
- The Experience of Making Improvements: What Its Like to Work on Lean Six Sigma Projects