Showing papers in "Journal of Electronic Commerce in Organizations in 2008"

An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives

Abstract: Based on customer cognitive, affective and conative experiences in Internet online shopping, this study, from customers’ perspectives, develops a conceptual framework for e-CRM to explain the psychological process that customers maintain a long-term exchange relationship with specific online retailer. The conceptual framework proposes a series of causal linkages among the key variables affecting customer commitment to specific online retailer, such as perceived value (as cognitive belief), satisfaction (as affective experience) and trust (as conative relationship intention). Three key exogenous variables affecting Internet online shopping experiences, such as perceived service quality, perceived product quality, and perceived price fairness, are integrated into the framework. This study empirically tested and supported a large part of the proposed framework and the causal linkages within it. The empirical results highlight some managerial implications for successfully developing and implementing a strategy for e-CRM.

Conceptualizing Competences in E-Services Adoption and Assimilation in SMEs

Abstract: This article investigates the competences deemed necessary both at top managerial and individual levels for the successful adoption and assimilation of business-to-business e-services in small and medium size enterprises. To this end, an in-depth case study of a business-to-business e-service system, a Web-based travel reservation system, was conducted. The results show that three main competences, namely vision, value and control, are important at top management level for the primary adoption of e-services. For secondary adoption and assimilation, three categories of competences were identified as being important either to have or to develop at the individual level, namely technical, interpersonal and conceptual skills.

Business models for m-services: Exploring the e-newspaper case from a consumer view

Abstract: This article presents the consumer view of an innovative m-service, that is, the e-newspaper, which is published for a mobile reading device equipped with an e-paper display. The research question of this article is: What are the implications of the consumer view of future m-service innovation on business models? In this article, we present empirical results from an online survey with 3,626 respondents representing the consumer view. The factor analysis revealed three aspects of consumer preferences, that is, Ubiquitous access, Prestige of news source and Local anchorage and advertising. These were then correlated with media behavior and e-newspaper preferences to indicate three possible market segments. We then discuss the implications these consumer views could have on building new business models, followed by a comparison to earlier research. Finally, we propose an integrated e-newspaper business model framework consisting of three models, that is, ubiquitous, local and prestige.

Adoption of Internet Technology by the Banking Industry in Oman: A Study Informed by the Australian Experience

Abstract: The banking industry in Oman is of major importance to Oman’s economy, yet Omani banks continue to conduct most of their transactions using traditional methods A strong banking industry significantly supports economic development through efficient financial services, and their role in trying to achieve the objectives outlined by the Sultan of Oman will depend heavily on the industry’s capabilities Omni banks will need to introduce change at both procedural and informational levels that includes moving from traditional distribution channel banking to electronic channel banking This paper addresses the question: What are the enablers and the inhibitors of Internet technology adoption in the Omani banking industry compared with those in the Australian banking industry? The paper does not attempt a direct comparison of the banking industries in these two very different countries, but rather presents a discussion of Internet technology adoption in Oman, informed by the more mature Australian experience

Improving M-Commerce Services Effectiveness with the Use of User-Centric Content Delivery

Abstract: Advances in wireless communications and information technology have made the Mobile Web a reality. The Mobile Web is the response to the need for anytime, anywhere access to informa-tion and services. Many wireless applications have already been deployed and are available to customers via their mobile phones and wirelessly-connected PDAs. However, as communications and other IT usage becomes an integral part of many people’s lives and the available products and services become more varied and capable, users expect to be able to personalize a service to meet their individual needs and preferences. The involved sectors have to meet these challenges by reengineering their front-end and back-end office. This article will examine the interaction requirements regarding a friendlier, personalized and more effective multi-channel services en-vironment. It will present the mobility challenges and constraints implemented into the business sector, investigating the current m-commerce situation and the extended user characteristics presenting a high level user-centric m-commerce architecture.Keywords: please provide

E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector

Abstract: E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

Abstract: The growth of business-to-consumer (B2C) e-commerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C e-commerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

The Evolution of B2B E-Services from First Generation E-Commerce Solutions to Multichannel Architectures

Abstract: Although e-services have been recognized for their contribution to strengthening customer relationships and fostering customer loyalty, prior research is heavily skewed toward the field of business-to-consumer interactions and online retail channels. This paper explores the evolution of e-services in the business-to-business domain. Based on the case study of a Swiss manufacturer of watch movements and components, it identifies three stages of increa­sing electronic interaction with customers. The company pioneered online ordering of watch spare parts based on a first generation e-commerce solution and subsequently introduced a comprehensive customer service portal. Our research suggests that moving from the e-commerce solution to the customer process portal involved a significant extension of the e-service portfolio (service innovation), whereas the subsequent stage introduced an additional electronic channel (channel innovation). Every stage in this evolution path forces companies to substantially rearchitect their interorganizational process and system linkages. We conclude that a service-oriented multi-channel architecture makes it easier to cope with the growing number of e-services and the complexity of serving multiple electronic channels

Developing Mobile Commerce Applications

Abstract: In this article, we deal with context-aware query processing in ad-hoc peer-to-peer networks. Each peer in such an environment has a database over which users execute queries. This database involves (a) relations which are locally stored and (b) virtual relations, all the tuples of which are collected from peers that are present in the network at the time when a query is posed. The objective of our work is to perform query processing in such an environment and, to this end, we start with a formal definition of the system model. Next, we formally define SQLP, an extension of SQL that covers the termination of queries, the failure of individual peers and the semantic characteristics of the peers of such a network. Moreover, we present a query execution algorithm as well as the formal definition of all the operators that take place in a query execution plan.

Context-Aware Query Processing in Ad-Hoc Environments of Peers

Abstract: The recent advances in wireless and mobile communication technologies enable users to conduct commercial activities anywhere and at any time. In this new environment, the designing of appropriate applications constitutes both a necessity and a challenge at the same time in order to support effectively the movable user. This article investigates the environment in which these applications operate, identifies possible categories of them and proposes guidelines for their development process.

Development and Testing of an E-Commerce Web Site Evaluation Model

Abstract: The scope of this research is to develop and test a model for evaluating B2C e-commerce Web sites. Consequently, this study seeks to investigate the relationship between the Web site interface of B2C e-commerce and virtual customer behavior, concentrating on purchasing attitude and intention. The objective of this article is, therefore, to research which features of a virtual store effectively influence the user purchasing process via the Internet. In order to achieve this aim, the technology acceptance model was adapted for pertinent theoretical references about consumer behavior on the Web. The model developed was then tested and validated through a structural equation modeling approach. An empirical analysis of the CD e-retailing industry in Brazil was then conducted. The study concludes that, for the electronic commerce of CDs, ease of use, trust, pleasure, and attractiveness as perceived by visitors to CD e-retailing Web sites are key issues for understanding customer attitude and purchasing intention.

Mobile and Electronic Commerce Systems and Technologies

Abstract: The emergence of wireless and mobile networks has made possible the introduction of electronic commerce to a new application and research subject: mobile commerce. Understanding or constructing a mobile or an electronic commerce system is an arduous task because the system involves a wide variety of disciplines and technologies and the technologies are constantly changing. To facilitate understanding and constructing such a system, this article divides the system into six components: (i) applications, (ii) client computers or devices, (iii) mobile middleware, (iv) wireless networks, (v) wired networks, and (vi) host computers. Elements in these components specifically related to the subject are described in detail and lists of current technologies for component construction are discussed. Another important and complicated issue related to the subject is the mobile or electronic commerce application programming. It includes two types of programming: client-side and server-side programming, which will be introduced too.

The Role of Digital Service Encounters on Customers' Perceptions of Companies

Abstract: The service encounter occurs whenever a customer interacts with a company personally or through technology through, for example, the Internet, e-mail, or telephone. Nowadays, customers frequently initiate the encounter as, for example, inquiries, information searches, and complaints are conveniently performed online. This article explores the role of digital service encounters on customer perceptions of companies. Digital service encounters in this article denote remote customer-company interactions via the Internet or e-mail. The focus is on active customers initiating interactions and on customer perceptions of company responses to these interactions. A conceptual framework that captures customer perceived service encounter value on two dimensions (responsiveness and personalization) is proposed. An empirical study exploring the value of company responses to digital contacts indicated that many contacts are responded to promptly and satisfyingly. However, there are also significant differences in the value of the service encounter. Some service encounters are perceived as unpersonalized, and some are even left without response.

Adding Value to SMEs in the Courier Industry by Adopting a Web-Based Service Delivery Model

Abstract: This paper examines the roles of electronic commerce in assisting businesses to develop and maintain their business-to-consumer relations.

Electronic commerce and Business-to-Consumer (B2C) relations

Abstract: This article discusses some of the recent trends in relation the role that electronic commerce can play in business-to-consumer (B2C) relations, including the importance of understanding the behaviour of online customers and the role that e-commerce can play in managing customer relationships online. The article serves as an introduction to this special edition of the journal, which examined the use of electronic commerce in dealings with consumers.

Contract Negotiation in E-marketplaces: A Model Based on Dependency Relations

Abstract: E-transactions via shopping agents constitute a promising opportunity in the e-markets. In this article we will discuss the problem of contract negotiation in e-marketplaces. We succinctly present an overview of protocols commonly used to implement negotiation in e-markets. An analysis of the interaction process within e-markets according to different situation of individual and joint profit/cost is presented. We also present a case study of a marketplace for e-services using dependency relations within the negotiation process. The experimental results of this negotiation model show that a combination of utility functions and dependency relations increase the number of contacts and reduce the differences between agents’ individual profit. Finally, we conclude the article with the introduction of some potential research problems related to e-markets, which will be explored within future extensions of this work.

Open Middleware Architecture for the LBS Domain

Abstract: The combination of position fixing mechanisms with location-dependent, geographical information can offer truly customized personal communication services through the mobile phone or other types of devices. Prompted by the avalanche of technology advances in the aforementioned areas, in this article we present a generic framework for delivering location-based services (LBS). The framework is capable of providing the full functionality required for delivering LBS, starting from the specification of the service, and covering issues like the deployment and maintenance of services, the service invocation and the final delivery of the produced results to the calling user. The main focus of the article is on the technical specification, the design, and the functionality of the framework. However, with the purpose of assessing the proposed architecture, a prototype implementation based on the discussed specifications was built and its performance was evaluated using a series of pilot services.

Designing Reputation and Trust Management Systems

Abstract: This article analyzes the handling of customer complaints after shipping ordered goods by applying automated reputation and trust accounts as decision support. Customer complaints are cost intensive and difficult to standardize. A game theory based analysis of the process yields insights into unfavorable interactions between both business partners. Trust and reputation mechanisms have been found useful in addressing these types of interactions. A reputation and trust management system (RTMS) is proposed based on design theory guidelines as an IS artifact to prevent customers from issuing false complaints. A generic simulation setting for analysis of the mechanism is presented to evaluate the applicability of the RTMS. The findings suggest that the RTMS performs best in market environments where transaction frequency is high, individual complaint-handling costs are high compared to product revenues, and the market has a high fraction of potentially cheating customers.