Critical analysis on Samsung electronics as an electronics retailer and how e-business has influence on electronics retail market.

A Report on Electronics Retail Industry

Company Name: Samsung Electronics

Submitted by:

1. B00646407

2. B00646560

3. B00647097

4. B00648963

5. B00649088

Submission Due Date: 25th June 2013

E-BUSINESS

MSc in International Business

University of Ulster London Campus

Executive Summary:

The purpose of this report is to find out how e-business has changed the nature of

electronics retail market. This report provides an analysis and evaluation of the

current and prospective competitors of electronics retail market. This report will also

provide depth knowledge about Samsung electronics business strategy and how e-

business has played an important role for Samsung electronics.

In this report secondary date has been used to find out how the electronics market is

going on and who the main competitors are. The report shows that Samsung, Apple,

Sony, HTC and HP are dominating the electronics retail market. On other hand

because of e-business ebay and amazon become a real threat for the electronics

retailers.

This report shows that Samsung electronics has very big market for its products as

well as Samsung may have to face huge challenge from its competitors. E-business

has lifted the global boundary and made the market open for everyone. In every

moment there is a threat of new entrance into the market.

Samsung has very strong and well business strategy but they were involved in some

unethical activities, such as copied the patent from its competitor, child labour and

large expenses. Strong management and more training can help to overcome these

problems. Samsung may launch some physical store in some important cities for

those customers are unable or do not like online shopping and as well as gain more

market share.

Acknowledgement

It is really difficult to complete a report without help of anyone. We would like to

extend our sincere thanks to all of them. First of all we would like to thank Ulster

University, London Campus for their guidance and opportunity given to our group

and all kind of support has been provided.

We are very thankful to Dr. Bobbi Sharma, our course teacher, without her help and

guidance we might not finish our task on time. We found her on our side in every

single moment.

We are heartily thankful to our colleagues in developing the report and people who

have willingly helped us out with their abilities. Without their encouragement and

understanding it would have been impossible for us to finish this work.

Table of Content

Page

1. Introduction…………………………………………………………………01

1.1 About Samsung………………………………………………….01

2. How e-business technologies have altered

the nature of competition within electronic industry…………….02

2.1 Rivalry among existing competitors…………………………...02

2.2 Bargaining Power of Suppliers………………………………...02

2.3 Threat of new entrants………………………………………….03

2.4 Bargaining Power of buyers……………………………………04

2.5 Threat of substitute products…………………………………..04

3. Opportunities and threats to the Samsung electronics………………...06

4. Samsung Electronics key business process and

service level for its customer……………………………………...10

4.1 Business Process………………………………………………..10

4.2 Research and Development…………………………………….10

4.3 Out Sourcing……………………………………………………...11

4.4 Supply Chain Management……………………………………...12

5. Samsung’s Customer Service level…………………………….………....13

6. Findings………………………………………………………………………16

7. Conclusion…………………………………………………………………...17

8. Bibliography………………………………………………………………….18

9. References…………………………………………………………............19

1. Introduction: This report will provide readers with an understanding of

Electronic Retail industry and its importance. This report will assist the

learners to acquire clear knowledge about Samsung as an electronics retailer.

Learners will be able to know how Samsung works as an Electronic retailer,

its competitors and how Samsung employed technologies into the business.

This report will also provide what are the opportunities Samsung has and

what are the potential threats Samsung may faced.

1.1 About Samsung: On March 1, 1938, founding chairman Byung-Chull Lee

started a business in Taegu, Korea, with 30,000 won (about Samsung). Many people

may think that Samsung is just a mobile phone manufacturer due to its very famous

Samsung Galaxy S series smart phones. ``Over 70 years, Samsung has been

dedicated to making a better world through diverse businesses that today span

advanced technology, semiconductors, skyscraper and plant construction,

petrochemicals, fashion, medicine, finance, hotels and more. Our flagship company,

Samsung Electronics, leads the global market in high-tech electronics manufacturing

and digital media`` (Samsung, 2013).

2. How e-business technologies have altered the nature of competition within

electrical retail industry.

Porter’s Five Forces is a very useful tool that analyses competition in the industry. In

this section we will see how e-business technologies have altered the nature of

electronic retail market.

E-business is “transforming the rules of competition for established businesses in

unprecedented ways” (Amit and Zott, 2001:494). However (Coltman, 2001:75)

argues that “basic rules” of competition are not going to change despite significant

effect of e-business on companies in industry; businesses are implementing e-

business technologies gradually to improve their existing processes’’.

2.1Rivalry among existing competitors:

Rivalry is intense, almost all companies offer similar services. Absence of

geographical boundaries created good opportunities for some companies, for others

it is a problem due to delivery issues. Affiliations done online made powerful

companies even stronger, for example E-bay and Amazon. Customers’ switching

costs are low and other products are easily obtainable. However, prices do not

necessarily go down; if overall value proposition is high as well. Overall, customers

seem to be better off, because they can compare different options and choose the

best option for them. 

2.2Bargaining Power of Suppliers:

Suppliers may have power in a sense that they can reach many buyers easily

through the internet; and the opposite is true for buyers. Communication between

buyers and sellers is enhanced, they can make better deals. (Dedrick & Kraemer,

2005). This resulted in eliminating of intermediaries. For example, many suppliers

sell products directly to consumers, such as Dell computers. Samsung itself act as

strong suppliers on electronics market. Samsung selling electronics chips, LCDs and

other accessorise to its competitors like Sony, Apple and HP (CNBC, 2013).

However, e-business has not changed the old rules of competition and larger

companies still dictate their conditions to their suppliers (Coltman, 2001).

On the other hand internet may reduce supplier power through better

integration with suppliers and coordination, monitoring internal and external

activities in the organisation (Christensen & Methlie 2003:31). 

2.3Threat of new entrants

Threat of new entrants is likely to be high, technology can be easily replicated. Entry

barriers are reduced significantly as a result of technological developments (Carr,

2003). IT eliminated geographical boundaries; competition has become global

(Porter, 2001). Advantages encourage other small companies and therefore increase

competition even more.  “Reach and richness” of information resulted in copying

others achievements easily. On the other hand there is a high risk involved in this

process. Copyright, data protection, patents are used by companies to protect their

intellectual property; however, it doesn’t stop other electronic companies to follow

leaders in the market. For example, Even Samsung copied Apple’s patent and they

have been penalised. By affiliation of two or more companies become a company

can be another form on new entrance.

2.4Bargaining Power of buyers  

Buyers’ power seems to be high as they face low switching costs. Buyers of

electronics products are not only individuals, but also businesses, e.g. Japan's Sony

was its biggest buyer, followed by Apple and Dell of the United States and HP, Sony

bought 1.28 trillion won ($1 billion) worth of components from its biggest Korean rival

Samsung (Yoo-Chul, 2010). Customers can compare the prices, product features

and choose the perceived better option for them. However, according to Information

Week magazine most of the consumers go online only to obtain information; they

prefer purchasing electronics such as DVD players, TVs, digital cameras offline

(informationweek, 2013).  The reason for that could be the complexity of the

products nature or statutory rights. Customers need to see product physically, as

web images could be misleading (Kaplan & Garicano, 2000). To reduce the buyer

power companies concentrate on increasing trust and loyalty through building strong

brand image and differentiation. Coltman et al (2001) suggest that strong brand

image assists customer in making decisions to purchase a product or service offline

or online (Coltman, 2001: 64).

2.5Threat of substitutes

Companies offer diversified product range and complementary products as well as

information about these products and support in dealing with different issues. For

example, companies like Samsung Electronics and Apple provide users with free

manuals and software, online help with videos and product repairing services. In

contrast, with increasing the widespread use of PCs and the Internet all above

mentioned services become available to all competitors in the market. Hence, the

traditional off-line shops are substitutes. Physical inspection is often preferable for

the customers. E-business has put companies under tremendous pressure, as small

and medium enterprises became equal rivals to big multinational companies.

Decreased barriers to entry and affordability of modern technology have resulted in

fierce competition. Consequences are that any new technology can be easily copied

by competitors, product life cycle becomes shorter and there is constant need for

innovation. It becomes very difficult to retain customers. However, consumers seem

to be better off, they can compare the different brands and options and choose the

best.

3. Opportunities and threats posed by the internet to the Samsung Electronics.

In this section readers will have better understanding about Samsung electronics’

opportunities and possible threats posed by internet.

Samsung’s opportunities & threats

OPPORTUNITIES THREATS

Richness of

information

Catalogue of photo and well

organized. e.g. www.samsung.com

Apple website has a lot of video

to increase the visibility, e.g.

www.apple.com

Critical analysis

Anyone can access Samsung’s website anytime anywhere. So, the

information has become global and easier to obtain. In fact, this leads

to increase the customers and order more than physical retail. (Kaplan

& Garicano, 2000). In addition, this increase the ability to offer

diversified product range and provides users with free manuals and

software for their products.

However, The competitors also (like Apple) have the same availability

and chance to increase its customer. It totally tries to take a lot of

interest from stockholder and market share. The customer can access

many competitors and information at the same time. Furthermore, they

can compare prices & quality and choose the best option.

Supplies

Samsung Electronics Selected Best

Supplier by Compaq.

(Samsungglobal, 2013)

Compaq Manufacturing

Company is also supplier for

Apple. (Supplier, 2013)

Critical analysis

The availability of suppliers has become easier. There are many of

them and have also competition in between. Therefore, Samsung can

find good quality & low price. It means more profit.

On the other hand, The competitors have the same chance to access

the same suppliers. So, we go towards commodity more than branded.

Disintermediati

on

Customers could find any product

and buy it from physical store.

There is no online order and

paying.

Critical analysis

Internet has changed distribution methods. Many buyers and sellers

have the opportunity to connect with each other without middle person.

Samsung can target its customer directly. It is too useful for

consideration customer’s preferences and feedback (Amit and Zott,

2001).

Otherwise, Samsung has to depend on its knowledge and customer’s

feedback because of disintermediation. There is no middleman helps it.

As a result, the lack of any information may be led to switch customer to

another competitor.

Customer

services

Uses of social media, like Facebook. There is no human effect &

relation.

Critical analysis

Customer service is the most important and difficult one because of

absent of human. Thus, it may replace by social network and chat.

Furthermore, it will reach to high productivity and improved decision-

making.

Instead of, bad customer services will let the competitor exploits

inefficient service to its welfare.

Transformation

Email is more cheaper than Mobile or

physical transformation

It may be cause stress and

customers could delete emails

without reading them.

Critical analysis Reduce storage costs & communication costs between supply-chain

players, headquarters and retail outlets. Substantially, E-business is

reducing transaction costs (buying – delivery – refund).

On the contrary, Cost burden comes from increased government

regulations. It is about 150 new rules annually. Each of these rules cost

retailers about $100 million to implement.( Paper, 2012)

Green

competitive

Samsung wins the 2012 Green IT

Best Practice Award (Inthenews,

2013)

.

Reduce energy consumption in

Samsung products by 40%.

(Guidetogreen, 2013)

Critical analysisCustomers are aware of responsibilities towards environment and

expect retail more green efficiencies.

Productivity

Enhancement

Global Competitiveness to improve

quality

Apple became the first

technology company to join the

Fair Labor Association to

collaborate with experts to

enhance the productivity.

(Apple, 2013)

Critical analysis

Retailers increase productivity by allowing quick access to information

supported and promotions. They help employees to find products and

efficiently manage stock. This also helps customers to be attracted and

receive efficient customer services.

Unlike, Low productivity leads to low customer services, high cost and

low profit.

4. Samsung electronics key business process and service level for its

customer:

This section will assist the learners to acquire knowledge about business process

and customer service level of Samsung electronics.

4.1 Business Processes:

A business process is a collection of linked tasks which find their end in the delivery

of a service or product to a client.   A business process has also been defined as a

set of activities and tasks that, once completed, will accomplish an organizational

goal (apian, 2013). 

4.2 Research & Development:

As a hi-tech organization Samsung always emphasises on innovation. Their

chairman said in his historic Frankfurt deceleration “Change everything but your wife

and children”. No wonder Samsung operate 150 R&D centres in the world. It

understands that market is fast changing and speed is essential for competitive

advantage. That’s why Samsung has 42000 staff working on different 42 research

facilities around the world. They also invest 6.2% of their sales revenue in R&D

operations (sustainability report 2012:52). And that’s why Samsung can quickly take

its product to new level e.g. Samsung Galaxy Ace to S4 or Led TV to smart TV.

Sometimes companies take advantage of technologies unethically (Loveridge,

2013). Taiwanese brand HTC has criticised Samsung for paying Taiwanese student

to write negative online reviews about its flagship HTC ONE and thinking to take

legal action against Samsung.

4.3 Outsourcing:

Samsung outsources its work in various counties. Recently in 2012 they decide to

outsource their laptop manufacture to Taiwan (Hazarika, 2012). They also use china

India and Indonesia as their source to make semi conductors for their product. Using

e-business technology made the whole process easy and in some cases possible.

Now they can communicate, make order or check the quality of the product within

very short time. It also gives them a secure channel (e.g. encrypted e-mail) to

discuss about new invention or secret decision. On the top of that as Samsung’s

main area of work is technology it gives them an extra benefit. Samsung is now

operating all over the world having approximately 190,000 employees in 61 countries

(Samsung Electronics (sustainability report, 2012:58). E-business technologies

enable the business to outsource its job to the outer world. But in some cases they

lose control over the companies that is carrying out there job. Last year Samsung

was fined because one of its suppliers in china using their workers unfairly, forcing

them to work overtime and giving only one day off in a month (Kim, 2012). In other

case, Samsung was accused of using tin from Indonesia’s controversial tin mine

where they use child labour and about 150 labour died in one year (Hodal, 2013).

May be Samsung is not doing it on purpose but because of e-business it went so

vast that sometimes its bit hard to keep track on them.

4.4 Supply Chain Management:

Samsung keep its suppliers trained and strengthen them so they become one of the

true global leaders. Samsung get its component from all over the world. It became

possible for their efficient way of maintaining supply chain. But this also needs to

mention that still Samsung get 80% of its components from their in house supplier

(Apics, 2013). But the way it is growing Samsung now has to rely on other

companies. Such as, Iljin Display sales 95% of its production, which is display

screen, to Samsung and Parton does the antenna and camera modules (Mundy &

Jung, 2013). Samsung is using Sharp as their high resolution LCD screen supplier

for Galaxy products. They also bought 3% of Sharp’s share in the beginning of 2013.

Samsung also using Toshiba corp. for NAND chips and Sony corp. for image censor

(Reuters, 2013). The e-business technology is giving the opportunity to the

organizations to go global and create affiliation with other companies beyond

geographical borders. However, this huge demand of components is creating some

intense competition between two giant companies such as Apple and Samsung

(Perlah, 2013). They are already in a state of battle regarding suppliers (Reuters,

2013). It may also give the suppliers a better bargain power which might not be a

suitable position for the organizations.

5. Samsung’s Customer Service Level

Customer service means the services that a customer received during purchasing or

after using an item (Turban, 2002) and its’ level is a “measures the performance of a

system” that is divided to below six levels; (Kaufman, 2011)

1-Criminal, is a very poor level, customer getting angry don’t coming back and even

to complain.

2-Basic, is level is disappointed the customer and telling other as well.

3-Expected, it’s an average level and if don’t promoted customer will not turn

backed.

4-Desired, is a satisfactory level which is made customer motivated to come back.

5-Surprising, is a high level of service and sometimes is together with gift as well

that motivated customer to come again and again.

6-Unbelievable, is a unique level service which is given unforgettable impression to

customer and to tell other as well.

Thus, the sales rate in Samsung is going up day by day so, its customer service

level is could be measured in unbelievable level (Sustainability report, 2012:70)

Samsung as a global leader in electronic industry, for obvious reasons, consider

customer service its main priority. By using e-business technology Samsung can

reach almost every corner of the world. Hence, Samsung has been focused by

practice different strategies to meet the maxims choices and needs of them and

incorporated their needs in produced difference designed of technology at the end to

obtained better profit and satisfaction of customer and in spite of that has bitten back

its competitors in the global market.

Samsung’s dedicated management is willing to meet customer’s needs and

challenges and act them immediately. Samsung also focused on their customers

retention based of approaching quick and exact solution and attention to customer

that made enable the company to be more success and met the market changes on

time. (Customer, 2012) therefore, Samsung has been trying of accepting changes

and innovation, it’s new management the staff and product quality up graded,

improved its customer service in favour of society well- being and in record of

profitability has more focused on financial value rather than gross market share.

Through quality accountability and prompt handling of customer demands, we will

cultivate lifelong customer loyalty.’ Practiced well so far by Samsung and opened the

“Quality Experience Centre “in 2009 the employee could take noted at first hand

customer complaints and strengthen mentality of customer about received quantity

product by employee.“We carry out our vision with an innovative spirit and by

challenging ourselves “Samsung vision is “Perfection in Quality beyond your and

beside of that Samsung has created an inclusive solution system that gathering

received all information technology to provide faster response times, satisfied

customer and reduce human error with improved back-office workflows that enable

employees to concentrate on given that high quality service to customers (Paper,

2011:8).

Samsung has created a VOC (Voice of Customer) to receive and gathered all

customers and companies received feedbacks in 2010 in proper way and extended

this service more. They have planned to reach all problems and by different type of

communication way either by email or phone” and solve their problems

(Sustainability Report, 2012:67) In-spite of that to Samsung started on a customer

service satisfaction section to improve universal customer needs and satisfaction

(richness) and collected data shown a positive response in quick and on time after

service management and supply accessories (Special Report, 2003)

Samsung has planned to open 1400 intermediary retail shop as in Best buys around

America and this may open 900 shops of all entire project be accomplished by this

June 2013 in every 10 miles shops (Samsung UK news, 2011).

6. Findings:

1. Click and brick: Technology has given a big favour to online based

electronics retailers but still they cannot think about to go fully online based.

Samsung and others electronics retailers those are selling through online they

are selling their product through others physical stores by affiliation.

2. Suppliers’ power: Electronics retailer Samsung is one of the largest

suppliers of electronics goods as well and its biggest customers are its all

potential competitors, like Apple, Sony and HP.

3. Oligopoly market: Global electronics market has been dominating by few

retailers such as Apple, Samsung, Sony, HTC & HP etc. while there are

unlimited customers.

4. Window to enter into a new market: E-business has opened a window for

electronics retailers to enter into new market. Internet has lifted the global

boundary and creates an opportunity for the companies to enter into others

territory.

5. Brand Image: Brand is very important for electronics market. Companies with

strong brand image are dominating world market and Samsung become top of

them.

7. Conclusion:

Traditional electronics business is taking place by e-business day by day. In

traditional business service cannot be super fast. But e-business makes it more than

that. Just a click and everything has done. With the help of e-business technology

electronics companies are providing convenience service such as payment, delivery

and richness of product. Samsung may have some negative side but Samsung is

helping to make our life easier and more convenient by innovating new technologies

every day. Samsung may face more challenges in near future from its competitors

but if Samsung maintains its quality of product and service then they have very good

chance to be the number one and biggest company in the world.

8. Bibliographies:

1. Cadle, J (2010). Business Analysis. Swindon: British Informatics Society

Limited. p35-61.

2. Chaffey, D (2011). E-Business and E-Commerce Management. 5th ed.

London: Prentice Hall. P12-175.

3. Chang, S (2008). Sony vs Samsung. Singapore: Jhon Wiley and Sons(Asia).

p16-48.

4. Chen, B (2013) Samsung May Have Passed Apple in U.S. — for Now [online]

available from http://bits.blogs.nytimes.com/2013/06/05/samsung-may-have-

surpassed-apple-in-the-u-s-for-now/?ref=samsunggroup&_r=0 [Accessed

date 15th June 2013]

5. Michell,A (2010). Samsung Electronics: and the Struggle for Leadership of the

Electronics Industry. Singapore: Jhon Wiley & Sons. p 5-44.

6. Morphy, E (2013) Samsung May Have Edged Out Apple. [online] available

from http://www.ecommercetimes.com/story/74985.html [Accessed date 22nd

June 2013].

7. Porter,M. Argyres, N. Anita M. McGahan, . (2005). An Interview with Michael

Porter. The Academy of Management Executive. 16 (2), p43-67

10.References:

1. About Samsung (2013) People. [Online] Available from

http://www.samsung.com/us/aboutsamsung/ourbusinesses/researchdevelopme

nt.html [Accessed date 19th June 2013].

2. Amit, R and Zott, C (2001) Value creation in E-business. Strategic Management

Journal. 22 , p493-520.

3. Apics. (2013). Samsung Looking to Apple’s Supplier Base. [Online] Available

from: http://www.apics.org/news-landing-page/2013/05/21/samsung-looking-to-

apple-s-supplier-base. [Accessed date 24th June 2013].

4. Appian (2013) Business Process Definition [online] available from

http://www.appian.com/bpm-resources/bpm-articles/definition-of-a-business-

process.jsp [Accessed date 17th June 2013].

5. Apple. (2013) Suppliers responsibility Progress Report. [Online] Available from:

http://www.apple.com/uk/supplierresponsibility/reports.html. [Accessed date

23rd June 2013].

6. Carr,N (2003) It Doesn't Matter. Harvard Business Review, 41-49.

7. Christensen, G.E and Methlie L.B (2003) Value Creation in eBusiness: Exploring

the Impacts of Internet-Enabled Business Conduct. 16th Bled eCommerce

Conference eTransformation, pp 27-39.

8. CNBC. (2013) Samsung Seeks Broader Chip Base as Apple Cuts Loose.

[Online] Available from: http://www.cnbc.com/id/100367973. [Accessed date

20th June 2013.]

9. Coltman, T. Devinney T. Latukefu, A. Midgley D (2001) Revolution or Hype?

California management review. 44 (1), p57-86.

10.Customer. (2012) Customer Delight Service. [Online] Available from:

http://webcache.googleusercontent.com/search?q=cache:0-

AjjNNM5pUJ:www.samsung.com/us/aboutsamsung/sustainability/

productservices/download/

Customer_delight_service.pdf+&cd=1&hl=en&ct=clnk&gl=uk. [Accessed date

23rd June 2013].

11. Dedrick, J and Kraemer, K.L (2005) The Impacts of IT on firm and Industry

Structure:The Personal Computer Industry. California Management review. 47

(3), p122-142.

12.Garicano, L. Kaplan, S. (2000) The Effects of Business-to-Business E-

Commerce on Transaction Costs. National Bureau of Economic Research. p1-

39

13.Graziano Dan (2013) The next major battlefield for Apple and Samsung [online]

available from http://bgr.com/2013/05/17/apple-samsung-dispute-supply-chains/

[accessed date 16th June 2013]

14.Guide to green. (2013) Samsung's Guide To Green. [Online] Available from:

http://www.samsung.com/us/guide-page/green/. [Accessed date 23rd June

2013].

15.Hazarika, P. (2012) Samsung to begin outsourcing laptop manufacturing in

2012. [Online] Available from: http://www.notebookcheck.net/Samsung-to-

begin-outsourcing-laptop-manufacturing-in-2012.67746.0.html. [Accessed date

23rd June 2013].

16.Hodal, K. (2013). Samsung admits its phones may contain tin from area mined

by children. Available from:

http://www.guardian.co.uk/environment/2013/apr/25/samsung-tin-mines-

indonesia-child-labour. Last accessed 23rd June 2013.

17. In the News. (2012) The world's most energy efficient CPU cluster server wins

the 2012 Green IT Best Practice Award. [Online] Available from:

http://www.samsung.com/global/business/semiconductor/minisite/Greenmemory

/news-event/in-the-news/detail?contentsSeq=12401&contsClassCd=G.

[Accessed date 23rd June 2013].

18. Informationweek. (2004) Gadget Shoppers Search Online,Buy Offline. [Online]

Available from: http://www.informationweek.co.uk/gadget-shoppers-search-

online-buy-offlin/55301685?queryText=online%20buying. [Accessed date 21st

June 2013].

19.Kaufman, R. (2011) The Six Levels of Customer Service. [Online] Available

from: http://www.businessweek.com/management/the-six-levels-of-customer-

service-10282011.html. [Accessed date 23rd June 2013].

20.Kim, M. (2012) Samsung says to fix outsourcing issues, but keep most

production inhouse. [Online] Available from:

http://uk.reuters.com/article/2012/11/30/us-samsung-labour-

idUSBRE8AT09220121130. [Accessed date 23rd June 2013].

21.Loveridge, S. (2013) HTC lambasts Samsung for negative HTC One review

scandal [Online] Available from: http://www.trustedreviews.com/news/htc-

lambasts-samsung-for-negative-htc-one-review-scandal. [Accessed date 23rd

June 2013].

22.Mundy, S & Jung, S. (2013) Samsung suppliers reap bumper rewards. [Online]

Available from: http://www.ft.com/cms/s/3e68d074-c461-11e2-bc94-

00144feab7de,Authorised=false.html?_i_location=http%3A%2F%2Fwww.ft.com

%2Fcms%2Fs%2F0%2F3e68d074-c461-11e2-bc94-

00144feab7de.html&_i_referer=#axzz2X7pBwx. [Accessed date 24th June

2013].

23.Paper, W. (2012). SAMSUNG Electronics. Retail Industry. 1 (1), p3-9.

24.Perlah, J. (2013) With Its Supply Lines Stretched, Samsung Courts Rival

Apple's Suppliers. [Online] Available from: http://www.ibtimes.com/its-supply-

lines-stretched-samsung-courts-rival-apples-suppliers-1266217. [Accessed date

23rd June 2013.

25.Porter, M.E. (2001). Strategy and the Interne. Harvard Business Review. p63-

78.

26.Reuters. (2013). Apple vs Samsung battle moves to suppliers. [Online]

Available from: http://www.pcpro.co.uk/news/381910/apple-vs-samsung-battle-

moves-to-suppliers. [Accessed date 24th June 2013].

27.Samsung (2013) about Samsung. [Online] available from

https://www.samsung.com/uk/aboutsamsung/ [Accessed date 08th June 2013].

28.Samsung Global. (2013) Press releases. [Online] Available from:

http://www.samsung.com/global/business/semiconductor/news-events/press-

releases/detail?newsId=4447/. [Accessed date 23rd June 2013].

29.Samsung UK News. (2011). Samsung Electronics expands reseller deal with

distribution partner Ingram Micro (UK) Ltd. [Online] Available from:

http://www.samsung.com/uk/news/localnews/2011/samsung-electronics-

expands-reseller-deal-with-distribution-partner-ingram-micro-uk-ltd. [Accessed

date 22nd June 2013].

30.Special Report: Samsung Electronics. (2003)The Journal of Business and

Design, 9, (3), pp. 25–31;

31.Supplier (2013). Apple Suppliers list 2013.

32.Sustainability report (2012) Samsung Electronics sustainability report 2012.

Pp3-72

33.Trastedreviews (2013) HTC lambasts Samsung for negative HTC One review

scandal [online] available from http://www.trustedreviews.com/news/htc-

lambasts-samsung-for-negative-htc-one-review-scandal [accessed date 16th

June, 2013]

34.Turban, E (2002). Electronic Commerce: A Managerial Perspective. Prentice

Hall. ISBN 0-13-185461-5

35.Yoo-chul,K. (2010) Sony, Apple, Dell are Samsungs big buyers. [Online]

available from:

http://www.koreatimes.co.kr/www/news/tech/2010/09/133_67730.html.

[Accessed date 20th June 2013].