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Cyber Crime

11. Never take me for granted. I will drop you in a Wide Web. According to U.S. law, cyber crimes have been
heartbeat. committed if someone intentionally accesses a network
12. My time is as important as my funds … maybe facility without authorization or intentionally exceeds his
more. or her given level of authorization to access that facility. If
the crime is committed for commercial advantage, mali-
13. Help me integrate … link stuff together to increase cious destruction, private commercial gain, or in further-
the efficiency of my life. ance of any criminal act, the punishment is a fine and/or
14. Life is complex: Make service simple. Life is harried: imprisonment for up to five years for a first offense. For
Make service calm. Life can be shallow: Make serv- any subsequent offense, the punishment is a fine and/or
ice have resonance and depth. Life can be painful: imprisonment for up to ten years.
Make service joyful. Life is too fast: Help me keep
up. Life can be lonely: Make service a value connec- TYPES OF CYBER CRIMES
tion. (quoted in Zemke, 2002, p. 49)
Cyber crimes fall into three categories: (1) when comput-
SEE ALSO Marketing ers or computer systems are the targets of crimes, such as
hacking, denial of service, and viruses and Trojan horses;
(2) when computers are the medium by which criminal
BIBLIOGRAPHY
Albrecht, Karl, and Zemke, Ron (2002). Service America in the activity is committed, such as phishing, sniffing, spam-
new economy (rev. ed.). New York: McGraw-Hill. ming, and spoofing; and (3) when computers are abused
by rogue employees to illegally access organizational net-
Bell, Chip R. (2000). Customer love: Attracting and keeping cus-
tomers for life. Provo, UT: Executive Excellence. works and steal valuable information. The following is a
discussion of these cyber crimes.
Hoffman, K. Douglass (2006). Marketing principles and best
practices (3rd ed.). Mason, OH: Thomson South-Western.
Lascu, Dana-Nicoleta, and Clow, Kenneth E. (2004). Marketing Crimes against Computers and Computer Systems.
frontiers: Concepts and tools. Cincinnati: Atomic Dog.
• Hacking: Breaking into a computer network or Web
Lovelock, Christopher, and Wirtz, Jochen (2004). Services mar-
keting: People, technology, strategy (5th ed.). Upper Saddle site such as a bank’s intranet by using a software
program that can generate multiple login usernames
River, NJ: Pearson Prentice Hall.
and passwords until a valid combination is found
Manning, Gerald L., and Reece, Barry L. (2004). Selling today:
Creating customer value (9th ed.). Upper Saddle River, NJ: and access is granted. Once in the system, the
Pearson Prentice Hall. hacker is able to steal, alter, or delete any files within
Pride, William M., and Ferrell, O. C. (2006). Marketing concepts the system.
and strategies. Boston: Houghton Mifflin. • Denial of service: By using a computer to flood a
Reece, Barry L., and Brandt, Rhonda (2005). Effective human given Web site with so much useless traffic (e-mail,
relations: Personal and organizational applications (9th ed.). interactions, etc.) the site becomes frozen and stops
Boston: Houghton Mifflin.
the regular service thus losing business for a period.
Sewell, Carl, and Brown, Paul B. (2002). Customers for life: How
• Viruses, worms, and Trojan horses: Small, malicious
to turn that one-time buyer into a lifetime customer (rev. ed.).
New York: Doubleday. software programs that are sent as attachments to e-
mails with the intent of paralyzing the receiving
Solomon, Michael R., Marshall, Greg W., and Stuart, Elnora W.
(2006). Marketing: Real people, real choices (4th ed.). Upper computer(s). Once an e-mail recipient opens such
Saddle River, NJ: Pearson Prentice Hall. an attachment, the virus, worm, or Trojan horse is
Zemke, Ron (2002). The customer service revolution. Training, released, disabling computers and replicating itself
39(7), 44–49. by contaminating the whole e-mail system.

Crimes Using Computers to Deceive Users.
Thomas Baird
Barry L. Reece
• Phishing: Cyber criminals send legitimate looking e-
mails to customers of banks and credit card compa-
nies asking them to update their account
information by clicking on a Web link that sends
CYBER CRIME the customer to an official-looking but actually fake
Cyber crime refers to criminal conduct occurring in site. By doing so, the criminals can steal customers’
cyberspace—computerized, networked environments account information and thus masquerade as that
such as those in an office or on the Internet and the World customer.

ENCYCLOPEDIA OF BUSINESS AND FINANCE, SECOND EDITION 187