a) There is at least one key term missing from the collection of key terms appearing at the beginning of the extract from the literature review. Identify a missing keyword or term referring the case study of Online Shopping and Customer expectation case study, explaining your reasons why this is a key term. (5 Marks)

b) Are key word or terms of any value at all? What could potentially happen if we leave keywords out or if we do not pay sufficient attention to themreferring the case study of Online Shopping and Customer expectation case study,? (5 Marks