- Chapter II Information Search on the Internet: A Causal Model
- Chapter IX Extrinsic Plus Intrinsic Human Factors Influencing the Web Usage
- Chapter XIII Shopping Agent Web Sites: A Comparative Shopping Environment
- Chapter XVI Turning Web Surfers into Loyal Customers: Cognitive Lock-In Through Interface Design and Web Site Usability
- Chapter XVII Internet Markets and E-Loyalty
- Key #1: Delight Your Customers with Speed and Quality
- Key #3: Work Together for Maximum Gain
- Key #4: Base Decisions on Data and Facts
- 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