An empirical analysis of e‐service implementation: antecedents and the resulting value creation
Rapp, Adam Rapp, Tammy Schillewaert, Niels
Rapp, Adam
Rapp, Tammy
Schillewaert, Niels
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Publication Type
Journal article
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Supervisor
Publication Year
2008-02-22
Journal
Journal of Services Marketing
Book
Publication Volume
22
Publication Issue
1
Publication Begin page
24
Publication End page
36
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Abstract
Purpose The purpose of this paper is to examine the antecedents and perceived value associated with e‐business implementation in service firms. E‐business has enabled the development of e‐services and thus introduced a new vehicle for customer and supplier transactions. Design/methodology/approach Data were collected from top managers in 231 Belgian business‐to‐business service firms crossing a broad spectrum of industries. The statistical techniques employed included a confirmatory factor analysis, and hierarchical regression analyses. Findings The findings of the study suggest that technical infrastructure and external drivers influence e‐business implementation. Additionally, e‐business was found to create value for firms through efficiency, novelty, lock‐in, and complementarities. Research limitations/implications The results imply that a firm's behavior, while driven in part by external factors (e.g. shareholders, competitors, customers, etc.), is largely contingent upon a firm's internal infrastructure and environment. It should be noted that only the firm side of the dyadic relationships was surveyed and examined. Practical implications Managers should assess a firm's technological infrastructure before launching an e‐business venture. Also, since firms believe that implementing e‐business has positive outcomes that extend beyond firm performance, it can be logically posited that these value drivers will positively influence a firm's overall performance. Originality/value The first empirical examination of the work of Javalgi et al. and Amit and Zott is integrated and provided to present a robust conceptual framework that incorporates the antecedents and value creation associated with e‐business implementation.
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Keywords
35 Commerce, Management, Tourism and Services, 3503 Business Systems In Context, 3504 Commercial Services, 3506 Marketing, 3507 Strategy, Management and Organisational Behaviour, 9 Industry, Innovation and Infrastructure