线上服务产业讲解课件.ppt
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1、Copyright 2004 Pearson Education, Inc.,Slide 11-1,E-commerce,Kenneth C. LaudonCarol Guercio Traver,business. technology. society.,Second Edition,Copyright 2004 Pearson Education, Inc.,Slide 11-2,Chapter 11,Online Service Industries線上服務產業,Copyright 2004 Pearson Education, Inc.,Slide 11-3,Learning Obj
2、ectives,Describe the major features of the online service sector描述線上服務業的主要性質。Discuss the trends taking place in the online financial services industry討論線上財金服務產業發生的趨勢。Identify the key features of the online banking and brokerage(仲介), insurance, and real estate(房地產) industries指出網路銀行、仲介、保險和房地產產業的主要特點。,
3、Copyright 2004 Pearson Education, Inc.,Slide 11-4,Learning Objectives,Explain why online travel services can be considered the most successful B2C segment解釋線上旅遊服務為何被認為是最成功的B2C市場。Describe the major trends in the online travel services industry today描述現在線上旅遊服務的主要趨勢。Explain why career(職業) services onli
4、ne may be the ideal Web business解釋線上職業服務為何是理想的網站事業。Identify current trends in the online career service industry 指出線上職業服務產業目前的趨勢。,Copyright 2004 Pearson Education, Inc.,Slide 11-5,NetBank Expands: The Future of Branchless Banking(無分行銀行業的未來),NetBank: First federally insured bank in U.S. to operate so
5、lely on InternetOne of few Internet banks to operate profitably over several yearsMarch 2003: 160,000 accounts in 50 states and 20 foreign countriesOffers diverse group of complementary financial services businesses Future growth will increasingly depend on developing physical presence,Copyright 200
6、4 Pearson Education, Inc.,Slide 11-6,NetBank Expands: The Future of Branchless Banking,Page 625,Copyright 2004 Pearson Education, Inc.,Slide 11-7,11.1 The Service Sector: Offline and Online,Service sector: Largest and most rapidly expanding part of economies of advanced industrial nations(進步工業國家)In
7、U.S., services plus FIRE(Finance, Insurance, Real Estate) sector employs about 59% of labor force; accounts for $4.1 trillion of GDP(國內生產毛額),Copyright 2004 Pearson Education, Inc.,Slide 11-8,The Relative Size of the Service Sector: Employers,Figure 11.1, Page 629,服務業比美國經濟中其它的部門雇用更多的人力。,Copyright 200
8、4 Pearson Education, Inc.,Slide 11-9,The Relative Size of the Service Sector: GDP,Figure 11.2, Page 629,服務業佔有美國超過41%的GDP。,Copyright 2004 Pearson Education, Inc.,Slide 11-10,What are Services?,Service occupations(服務性工作): Are “concerned with performing tasks” in and around households, business firms a
9、nd institutions在家庭、企業公司或機構中完成任務的職位Service industries(服務產業): “Domestic establishments providing services to consumers, businesses, governments and other organizations為消費者、企業、政府和其他機構提供服務的國內公司FIRE is largest segment of services industry,Copyright 2004 Pearson Education, Inc.,Slide 11-11,The Major Servi
10、ce Industry Groups,Figure 11.3, Page 631,Copyright 2004 Pearson Education, Inc.,Slide 11-12,Categorizing Service Industries,Within service industry groups, can be further categorized into:Transaction brokers(交易仲介): Acting as intermediary to facilitate a transactionHands-on(實際動手) service providerServ
11、ices industry features:Knowledge- and information-intense, which makes them uniquely suited to e-commerce applicationsAmount of personalization and customization required differs depending on type of service,Copyright 2004 Pearson Education, Inc.,Slide 11-13,11.2 Online Financial Services,Online fin
12、ancial services sector an example of an e-commerce success story, but success is somewhat different from what had been predictedPure online financial services firms in general(一般來說) are not yet consistently profitable(尚未獲利)Multi-channel established financial services firms are showing fastest growth
13、 and strongest prospects(前景),Copyright 2004 Pearson Education, Inc.,Slide 11-14,Online Asset Growth,2003: About $3.5 - $3.7 trillion managed onlineBy 2005, estimated to grow to $5.4 trillion2003: About 25-32 million households bank online; about 20- 25 million household trade onlineBy 2007, estimate
14、d online banking households will grow to 57 million; online investing households will grow to 41 millionNorthern Europe (Norway挪威, Finland芬蘭, Sweden瑞典) lead all regions in movement to online banking,Copyright 2004 Pearson Education, Inc.,Slide 11-15,Growth of Online Investable Assets (in Trillions兆)
15、,Figure 11.4, Page 633,Copyright 2004 Pearson Education, Inc.,Slide 11-16,Online Investing and Banking,Figure 11.5,Page 634,2007年前,預期會有超過5,700萬個家庭使用線上銀行;而超過4,000萬個家庭會在線上交易。,Copyright 2004 Pearson Education, Inc.,Slide 11-17,Online Banking Penetration(滲透率) in Various Countries (2002, As a Percentage
16、of Total Banking),Table 11.1, Page 635,Copyright 2004 Pearson Education, Inc.,Slide 11-18,Online Consumers Financial Activities (2002, As a Percentage of Online Consumers),Table 11.2, Page 635,Copyright 2004 Pearson Education, Inc.,Slide 11-19,Financial Service Industry Trends,Financial services ind
17、ustry provides four generic kinds of services:Storage of and access to funds(資金儲存及使用)Protection of assets(資產保護)Means to grow assets(衍生資產工具)Movement of funds(資金轉移)Two important global trendsIndustry consolidation(統一) (Financial Reform Act of 1998 amended Glass-Steagall Act and allows banks, brokerage
18、s and insurance firms to merge)Movement toward integrated financial services (financial supermarket model),Copyright 2004 Pearson Education, Inc.,Slide 11-20,Traditional Providers of Financial Services,Table 11.3, Page 636,Copyright 2004 Pearson Education, Inc.,Slide 11-21,Industry Consolidation and
19、 Integrated Financial Services,Figure 11.6, Page 637,財金服務的主要趨勢是產業統一,以及財金服務將整合。,Copyright 2004 Pearson Education, Inc.,Slide 11-22,The Financial Supermarket Model: Integrated Online Financial Services,Figure 11.7, Page 638,在線上財金超級市場裡,消費者可以在一家機構的一個帳戶,購買任何的財金服務產品。,Copyright 2004 Pearson Education, Inc.
20、,Slide 11-23,Online Banking and Brokerage,Online banking pioneered(首先開展) by NetBank and WingSpanEstablished brand name national banks have taken a substantial(大量的) lead in(引進) market share(市場佔有率)Early online brokerage leaders, such as E*Trade and Ameritrade have also been displaced at top by establi
21、shed firms (Fidelity富達 and Charles Schwab嘉信理財)Online consumers have made it known that they prefer multi-channel firms with physical presence(實體店面)Multi-channel firms have lower customer acquisition(取得), conversion(轉換) and retention(維持) costsHowever, users of pure online firms utilize them more inte
22、nsively,Copyright 2004 Pearson Education, Inc.,Slide 11-24,The Leading Financial Services Firms,Table 11.4, Page 640,Copyright 2004 Pearson Education, Inc.,Slide 11-25,E-commerce in Action: E*Trade,E*Trade: 4.1 million online customers; offers online brokerage, banking,lending(借貸), corporate financi
23、al servicesDiscounted commissions(折扣佣金) on stock trades, free online information, online order entry, more efficient order execution, and better customer serviceOnline brokerage industry growth torrid(狂熱的) 1998-2000; has slowed somewhat since(此後)However, despite(不管) extraordinary(異常地) growth and suc
24、cess, not consistently profitable(尚未獲利); collapse(崩盤) of stock market and its impact on E*Trade demonstrated fragility(不堪一擊) of its reliance on(依靠) pure online domestic brokerage(國內仲介)Has since been seeking to expand physical presence(實體店面) and diversify(多樣化) revenue streams,Copyright 2004 Pearson E
25、ducation, Inc.,Slide 11-26,E*Trade Groups Consolidated Statements of Operations and Summary Balance Sheet Data 2000-2002,Table 11.5, Page 644,Copyright 2004 Pearson Education, Inc.,Slide 11-27,E*Trade Key Performance Indicators(指標),Table 11.6, Page 646,Copyright 2004 Pearson Education, Inc.,Slide 11
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