Emergent Strategies for E-Business Processes, Services and Implications: Advancing Corporate Frameworks (Advances in E-Business Research Series) PDF
Preview Emergent Strategies for E-Business Processes, Services and Implications: Advancing Corporate Frameworks (Advances in E-Business Research Series)
Emergent Strategies for E-Business Processes, Services, and Implications: Advancing Corporate Frameworks In Lee Western Illinois University, USA InformatIon scIence reference Hershey • New York Director of Editorial Content: Kristin Klinger Director of Production: Jennifer Neidig Managing Editor: Jamie Snavely Assistant Managing Editor: Carole Coulson Typesetter: Amanda Appicello Cover Design: Lisa Tosheff Printed at: Yurchak Printing Inc. Published in the United States of America by Information Science Reference (an imprint of IGI Global) 701 E. Chocolate Avenue, Suite 200 Hershey PA 17033 Tel: 717-533-8845 Fax: 717-533-8661 E-mail: Advances in E-Business Research Series (AEBR) ISSN: 1935-2700 Editor-in-Chief: In Lee, PhD, Western Illinois University, USA E-Business Innovation and Process Management CyberTech Publishing • copyright 2007 • 384 pp • H/C (ISBN: 1-59904-277-0) • US$ 85.46 (our price) E-business research is currently one of the most active research areas. With the rapid advancement in infor- mation technologies, e-business is growing in signiἀcance and is having a direct impact upon ways of doing business. As e-business becomes one of the most important areas in organizations, researchers and practi- tioners need to understand the implications of many technological and organizational changes taking place. Advances in E-Business Research: E-Business Innovation and Process Management provides researchers and practitioners with valuable information on recent advances and developments in emerging e-business models and technologies. Tis book covers a variety of topics, such as e-business models, e-business strategies, online consumer behavior, e-business process modeling and practices, electronic communication adoption and ser- vice provider strategies, privacy policies, and implementation issues. E-Business Models, Services and Communications Information Science Reference • copyright 2008 • 300 pp • H/C (ISBN: 978-1-59904-831-4)US $180.00 With the rapid advancement in information technologies, e-business is rapidly growing in signiἀcance and is having a direct impact upon business applications and technologies. E-Business Models, Services and Com- munications provides researchers and practitioners with valuable information on recent advances and devel- opments in emerging e-business models and technologies. Tis book covers a variety of topics such as e-busi- ness models, telecommunication network utilization, online consumer behavior, electronic communication adoption and service provider strategies, and privacy policies and implementation issues. Emergent Strategies for E-Business Processes, Services, and Implications: Advancing Corporate Frameworks Information Science Reference • copyright 2009 • 374 pp • H/C (ISBN: 978-1-60566-154-4)US $195.00 Recently, e-business applications have evolved beyond business transactions and services to include customer relationship management (CRM), mobile computing, Web mining, e-healthcare, social networking, and Web 2.0. As e-business continues to create new business models and technologies, researchers, higher education faculty, and practitioners are in great need of appropriate reference resources to enhance their understanding of all aspects of e-business technologies and management. E-business is broadly defned as a business process that includes not just the buying and selling of goods and services, but also servicing customers, collaborating with business partners, and conducting electronic transactions within an organization via telecommunications networks. E-business technologies and applications continue to evolve in many diferent directions and are now key strategic assets in business organizations. New e-business applications that have signifcant implications for the corporate strategies are being developed con- stantly. Current e-business research comes from diversifed disciplines ranging from marketing, psychology, information systems, account- ing, economics to computer science. Te Advances in E-Business Research (AEBR) Book Series plans to serve as balanced interdisciplinary references for researchers and practitioners in this area. Hershey • New York Order online at www.igi-global.com or call 717-533-8845 x100 – Mon-Fri 8:30 am - 5:00 pm (est) or fax 24 hours a day 717-533-8661 Editor-in-Chief In Lee, Western Illinois University, USA International Advisory Board Soon Ang, Nanyang Technological University, Singapore Amit Basu, Southern Methodist University, USA Hemant Bhargava, University of California, Davis,USA Soumitra Dutta, INSEAD, France Varun Grover, Clemson University, USA Sid Huff, Victoria University of Wellington, New Zealand Blake Ives, University of Houston, USA Varghese Jacob, The University of Texas at Dallas, USA Steve Muylle, Vlerick Leuven Gent Management School, Belgium Sudha Ram, University of Arizona, USA Associate Editors JoongHo Ahn, Seoul National University, South Korea Ye-Sho Chen, Louisiana State University, USA Dilip Chhajed, University of Illinois at Urbana-Champaign, USA Neil F. Doherty, Loughborough University, UK Marijn Janssen, Delft University of Technology, The Netherlands Tej Kaul, Western Illinois University, USA Albert L. Lederer, University of Kentucky, USA San Murugesan, Southern Cross University, Australia Peter Mykytyn, Southern Illinois University Carbondale, USA Aris M. Ouksel, The University of Illinois at Chicago, USA Il-Yeol Song, Drexel University, USA Troy Strader, Drake University, USA International Editorial Review Board Praveen Aggarwal, University of Minnesota Duluth, USA Jae-Hyeon Ahn, KAIST, South Korea Fahim Akhter, Zayed University, UAE Rebecca Angeles, University of New Brunswick Fredericton, Canada Pratyush Bharati, University of Massachusetts, Boston, USA Amit Bhatnagar, University of Wisconsin-Milwaukee, USA M. Brian Blake, Georgetown University, USA Wojciech Cellary, The Poznan University of Economics, Poland Chuleeporn Changchit, Texas A&M University – Corpus Christi, USA Guoqing Chen, Tsinghua University, China Tim Coltman, University of Wollongong, Australia Prithviraj Dasgupta, University of Nebraska at Omaha, USA Terry Daugherty, The University of Texas Austin, USA Jasbir Dhaliwal, University of Memphis, USA Asuman Dogac, Middle East Technical University, Turkey Kutsal Dogan, University of Texas at Dallas, USA Riyad Eid, University of Wolverhampton, UK Eduardo B. Fernandez, Florida Atlantic University, USA Guisseppi Forgionne, University of Maryland Baltimore County, USA Tagelsir Gasmelseid, University of Medical Sciences and Technology, Khartoum, Sudan Chanan Glezer, Ben-Gurion University of the Negev, Israel Jairo Gutierrez, University of Auckland, New Zealand Matthew Hinton, Open University Business School, UK Gary Hunter, Illinois State University, USA Minh Q. Huynh, Southeastern Louisiana University, USA Pingjun (June) Jiang, La Salle University, USA Wen-Jang (Kenny) Jih, Middle Tennessee State University, USA James Joshi, University of Pittsburgh, USA Sherif Kamel, The American University in Cairo, Egypt Ben B. Kim, Seattle University, USA Chang E. Koh, University of North Texas, USA Jinyoul Lee, State University of New York at Binghamton, USA Ron Lee, Florida International University, USA Feng Li, University of Newcastle upon Tyne, UK Haifei Li, Union University, USA Zakaria Maamar, Zayed University, UAE István Mezgár, Hungarian Academy of Sciences, Hungary Ravi Nath, Creighton University, USA Sungjune Park, University of North Carolina-Charlotte, USA Oscar Pastor, Valencia University of Technology, Spain Jiayin Qi, Beijing University of Posts and Telecommunications, China Werner Retschitzegger, Johannes Kepler University Linz, Austria Sunil Sahadev, University of Shef.eld, UK Jaeki Song, Texas Tech University, USA Robert Steele, University of Technology, Sydney, Australia Judith Anne Symonds, Auckland University of Technology, New Zealand Ching-I Teng, Chang Gung University, Taiwan Stephanie Teufel, Universite de Fribourg, Switzerland Indrit Troshani, University of Adelaide, Australia Bill Vassiliadis, Hellenic Open University, Greece Leo Vijayasarathy, Colorado State University, USA Wenli Wang, Touro University International, USA Michael Weiss, Carleton University, Canada Mark Xu, University of Portsmouth, UK Hongji Yang, De Montfort University, UK Oliver Yao, Lehigh University, USA George Yee, National Research Council, Canada Soe-Tsyr Yuan, National Chengchi University, Taiwan Michal Zemlicka, Charles University, Czech Republic Peter Zhang, Georgia State University, USA Fang Zhao, RMIT University, Australia Youlong Zhuang, Columbia College, USA Table of Contents Preface ................................................................................................................................................. xx Section I E-Customer Relationship Management Chapter I Managing the Customer Relationship: A Framework for E-CRM Analysis ........................................... 1 Keith F. Ward, St. Edward’s University, USA Erik Rolland, University of California, USA Raymond A. Patterson, The University of Alberta, Canada Chapter II A New Conceptual Framework for Greater Success with Integration of E-CRM ................................ 14 Soumaya Ben Letaifa, Université du Québec à Montréal, Canada Jean Perrien, Université du Québec à Montréal, Canada Chapter III Managerial Discretion and E-CRM Performance ................................................................................. 30 Tim Coltman, University of Wollongong, Australia Sara Dolnicar, University of Wollongong, Australia Chapter IV Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM ................................... 47 Patricia T. Warrington, Texas Christian University, USA Elizabeth Gangstad, Purdue University, USA Richard Feinberg, Purdue University, USA Ko de Ruyter, University of Maastricht, The Netherlands Chapter V Do Mobile CRM Services Appeal to Loyalty Program Customers? .................................................... 59 Veronica Liljander, Swedish School of Economics and Business Administration, Finland Pia Polsa, Swedish School of Economics and Business Administration, Finland Kim Forsberg, Intrum Justitia Finland, Finland Chapter VI Developing a Global CRM Strategy ..................................................................................................... 77 Michael Shumanov, Monash University, Australia Michael Ewing, Monash University, Australia Section II E-Business Models and Strategies Chapter VII Strategic Positioning and Resource-Based Thinking: Cutting Through the Haze of Punditry to Understand Factors Behind Sustainable, Successful Internet Businesses ............................................ 92 John Gallaugher, Boston College, USA Chapter VIII A Tale of E-Business Models: From the Music to the Television Industry ........................................ 104 Savvas Papagiannidis, Newcastle University Business School, UK Joanna Berry, Newcastle University Business School, UK Theodoulos Theodoulou, Newcastle University Business School, UK Chapter IX Strategic Maneuvering in Healthcare Technology Markets: The Case of Emdeon Corporation ........ 122 Kirill M. Yurov, University of Illinois at Chicago, USA Yuliya V. Yurova, University of Illinois at Chicago, USA Richard E. Potter, University of Illinois at Chicago, USA Chapter X Complementary Role of Website in Business Model Development ................................................... 136 Olli Kuivalainen, Lappeenranta University of Technology, Finland Hanna-Kaisa Ellonen, Lappeenranta University of Technology, Finland Liisa-Maija Sainio, Lappeenranta University of Technology, Finland Chapter XI A Reverse Auction-Based E-Business Model for B2C Service Markets ............................................ 155 Tobias Kollmann, University of Duisburg-Essen, Germany Matthias Häsel, University of Duisburg-Essen, Germany Section III E-Business Management Chapter XII Evolving E-Health Systems: Symbiotic Constructs Between Corporate and E-Healthcare Worlds in International Space ............................................................................................................. 175 Denis Caro, University of Ottawa, Canada Chapter XIII Socio-Economic Impacts of Offshore Outsourcing of Information Technology ................................ 189 Karl Knapp, University of Indianapolis, USA Sushil K. Sharma, Ball State University, USA Kevin King, Clarian Health, Indianapolis, USA Chapter XIV Towards Theory Development for Emergent E-Business Innovations: Using Convergent Interviewing to Explore the Adoption of XBRL in Australia ............................................................. 205 Indrit Troshani, The University of Adelaide, Australia Sally Rao Hill, The University of Adelaide, Australia Chapter XV An Introduction to the Management and Protection of Intellectual Property Rights ......................... 223 Bill Vassiliadis, Hellenic Open University, Greece Vassilis Fotopoulos, Hellenic Open University, Greece Chapter XVI Intelligent Contracting: An E-Supply Chain Management Perspective ............................................. 249 Tagelsir Mohamed Gasmelseid, King Faisal University, Saudi Arabia Section IV Online Consumer Behavior Chapter XVII The Applicability of Network Effect Theory to Low-Cost Adoption Decisions: An Investigation of Peer-to-Peer File Sharing Technologies ......................................................................................... 277 Jaeki Song, Texas Tech University, USA Eric A. Walden, Texas Tech University and Carnegie Mellon University, USA Chapter XVIII An Empirical Analysis of Cellular Phone Users’ Convenience Perception and Its Impact on Shopping Intention in Mobile Commerce ...................................................................................... 294 Wen-Jang Jih, Middle Tennessee State University, USA
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