Trends in E-Business, E-Services, and E-Commerce: Impact of Technology on Goods, Services, and Business Transactions (Advances in E-Business

348 Pages·2013·16 MB·English

by  In Lee

Trends in E-Business,
E-Services, and
E-Commerce:
Impact of Technology on
Goods, Services, and Business
Transactions
In Lee
Western Illinois University, USA
A volume in the Advances in E-Business
Research (AEBR) Book Series
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Development Editor: Allyson Gard
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Advances in
E-Business Research
(AEBR) Book Series
ISSN: 1935-2700
EISSN: 1935-2719
Mission
Technology has played a vital role in the emergence of e-business and its applications incorporate
strategies. These processes have aided in the use of electronic transactions via telecommunications net-
works for collaborating with business partners, buying and selling of goods and services, and customer
service.  Research in this field continues to develop into a wide range of topics, including marketing,
psychology, information systems, accounting, economics, and computer science. 
The Advances in E-Business Research (AEBR) Book Series provides multidisciplinary references
for researchers and practitioners in this area. Instructors, researchers, and professionals interested in the
most up-to-date research on the concepts, issues, applications, and trends in the e-business field will
find this collection, or individual books, extremely useful. This collection contains the highest qual-
ity academic books that advance understanding of e-business and addresses the challenges faced by
researchers and practitioners. 
Coverage
IGI Global is currently accepting manuscripts
• E-Business Management
for publication within this series. To submit a pro-
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posal for a volume in this series, please contact our
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Titles in this Series
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Trends in E-Business, E-Services, and E-Commerce Impact of Technology on Goods, Services, and Business
Transactions
In Lee (Western Illinois University, USA)
Business Science Reference • copyright 2014 • 362pp • H/C (ISBN: 9781466645103) • US $185.00 (our price)
Interdisciplinary Perspectives on Business Convergence, Computing, and Legality
Reema Khurana (Institute of Management Technology-Ghaziabad, India) and Rashmi Aggarwal (Institute of
Management Technology-Ghaziabad, India)
Business Science Reference • copyright 2013 • 354pp • H/C (ISBN: 9781466642096) • US $165.00 (our price)
Research and Development in E-Business through Service-Oriented Solutions
Katalin Tarnay (University of Pannonia, Hungary & Budapest University of Technology and Economics, Hungary)
Sandor Imre (Budapest University of Technology and Economics, Hungary) and Lai Xu (Bournemouth University,
UK)
Business Science Reference • copyright 2013 • 328pp • H/C (ISBN: 9781466641815) • US $185.00 (our price)
Mobile Services Industries, Technologies, and Applications in the Global Economy
In Lee (Western Illinois University, USA)
Information Science Reference • copyright 2013 • 368pp • H/C (ISBN: 9781466619814) • US $190.00 (our price)
Strategy, Adoption, and Competitive Advantage of Mobile Services in the Global Economy
In Lee (Western Illinois University, USA)
Information Science Reference • copyright 2013 • 451pp • H/C (ISBN: 9781466619395) • US $190.00 (our price)
Electronic Commerce Management for Business Activities and Global Enterprises Competitive Advantages
In Lee (Western Illinois University)
Business Science Reference • copyright 2012 • 516pp • H/C (ISBN: 9781466618008) • US $185.00 (our price)
Strategic and Pragmatic E-Business Implications for Future Business Practices
Karim Mohammed Rezaul (Glyndwr University, UK)
Business Science Reference • copyright 2012 • 496pp • H/C (ISBN: 9781466616196) • US $185.00 (our price)
E-Novation for Competitive Advantage in Collaborative Globalization Technologies for Emerging E-Business
Strategies
Hugh M. Pattinson (University of Western Sydney, Australia) and David R. Low (University of Western Sydney,
Australia)
Business Science Reference • copyright 2011 • 332pp • H/C (ISBN: 9781605663944) • US $180.00 (our price)
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Table of Contents
Preface .................................................................................................................................................xii
Acknowledgment ............................................................................................................................... xvi
Introduction........................................................................................................................................xvii
Chapter 1
From Integration to Social Media: Understanding Electronic Marketplace ........................................... 1
Kayvan Miri Lavassani, North Carolina Central University, USA
Bahar Movahedi, North Carolina Central University, USA
Vinod Kumar, Carleton University, Canada
Chapter 2
Benefcial E-Personalization and Related Technological Innovations Applied to E-Tailing ............... 20
Alan D. Smith, Robert Morris University, USA
Chapter 3
Mobile Commerce Adoption in Organizations: A Literature Review and Preliminary Findings ......... 47
Husam Alfahl, Griffth University Australia
Louis Sanzogni, Griffth University Australia
Luke Houghton, Griffth University Australia
Kuldeep Sandhu, Griffth University Australia
Chapter 4
Online Brand Expansion towards the Offine Setting: Which Way to Go? .......................................... 69
Rafael Bravo, Universidad de Zaragoza, Spain
Leif E. Hem, Norwegian School of Economics, Norway
José M. Pina, Universidad de Zaragoza, Spain
Chapter 5
Examining the Impact of Web 2.0 Applications on Knowledge Management Performance ............... 90
Scott Buechler, Elon University, USA
Richard Hartshorne, University of Central Florida, USA
Haya Ajjan, Elon University, USA
Chapter 6
An Exploratory Study of Customer Satisfaction in a Community Bank ........................................... 111
Somjit Barat, Pennsylvania State University, USA
John E. Spillan, University of North Carolina, USA
Chapter 7
Collaborative Business Service Modelling and Improving: An Information-Driven Approach ........ 128
Thang Le Dinh, Université du Québec à Trois-Rivières, Canada
Thanh Thoa Pham Thi, Dublin Institute of Technology, Ireland
Chapter 8
E-Strategy and Soft Landings for Franchising in Emerging Markets ................................................ 148
Ye-Sho Chen, Louisiana State University, USA
Ed Watson, Louisiana State University, USA
Renato F. L. Azevedo, University of Illinois – Urbana-Champaign, USA & University of
Sao Paulo, Brazil
Chapter 9
Improving Network-Based Marketing by Personalized Recommendation ....................................... 160
Leila Esmaeili, Amirkabir University of Technology, Iran
Golshan Assadat Afzali, Amirkabir University of Technology, Iran
Chapter 10
Internet Incidence on SME’s Sales: A Propensity Score Matching Analysis ..................................... 175
María Verónica Alderete, Instituto de Investigaciones Económicas y Sociales del Sur &
(IESS)-CONICET-Universidad Nacional del Sur (UNS), Argentina
Chapter 11
An Update on the Use of Facebook as a Marketing Tool by Private Educational Institutions in
Singapore ........................................................................................................................................... 191
H. K. Leng, Nanyang Technological University, Singapore
Chapter 12
Online Corporate Reputation Management and IT: From Reactive to Proactive Organizations ....... 206
Alberto Francesconi, University of Pavia, Italy
Claudia Dossena, University of Pavia, Italy
Chapter 13
A Case Study for Business Integration as a Service .......................................................................... 229
Victor Chang, Leeds Metropolitan University, UK & University of Southampton, UK
Related References ........................................................................................................................... 255
Compilation of References .............................................................................................................. 277
About the Contributors ................................................................................................................... 315
Index.................... ............................................................................................................................... 318
Detailed Table of Contents
Preface .................................................................................................................................................xii
Acknowledgment ............................................................................................................................... xvi
Introduction..........................................................................................................................................xvii
Chapter 1
From Integration to Social Media: Understanding Electronic Marketplace ........................................... 1
Kayvan Miri Lavassani, North Carolina Central University, USA
Bahar Movahedi, North Carolina Central University, USA
Vinod Kumar, Carleton University, Canada
EMs as trade tools have been the subject of several disruptive changes during the past few decades. The
chapter discusses the importance of EM integration and market knowledge management as today’s main
concerns affecting the effectiveness and effciency of EMs. After explaining the concerns regarding EM
integration at intra- and inter-organizational levels, the chapter mentions the role of social media as an
example of new technological tools that affect EMs. By highlighting the importance of understanding
EMs this paper proposes a four level analytical tool for differentiating B2B EMs.
Chapter 2
Benefcial E-Personalization and Related Technological Innovations Applied to E-Tailing ............... 20
Alan D. Smith, Robert Morris University, USA
The numerous advancements in electronic-personalization communication have generated both benefts
and challenges as online retailers try to regain competitive advantages in the current global recession. A
literature review of personalization strategies was used to generate a survey instrument to examine the
important characteristics of such programs from business professionals. Through appropriate multivariate
analyses and data-reduction techniques, the basic elements e-personalization, namely online purchasing
behaviors, personalized communications, information retrieval services, degree of personal Web pres-
ence, quality assurance of customer service, and the promotion of customization services, were found
to be conceptually and statistically related to retailer benefts of e-personalization (increased buying and
creates customer loyalty) from the viewpoint of managers for a large goods and services chain store
headquartered in Pittsburgh, Pennsylvania.
Chapter 3
Mobile Commerce Adoption in Organizations: A Literature Review and Preliminary Findings ......... 47
Husam Alfahl, Griffth University Australia
Louis Sanzogni, Griffth University Australia
Luke Houghton, Griffth University Australia
Kuldeep Sandhu, Griffth University Australia
This chapter comprehensively reviews research conducted on mobile commerce adoption in organiza-
tions. From the literature, a number of factors from adoption theories such as the diffusion of innovation
theory, the technology acceptance model, and so forth are identifed, analyzed, and tabulated together
with a set of research propositions in order to demonstrate areas in need of further research. The chapter
proposes 15 adoption factors that may affect the intention to adopt mobile commerce in organizations.
These factors are categorized into 3 groups, namely environmental and organizational, technological,
and managerial and other factors, and explored through a qualitative study to shed light on their verac-
ity. The authors conclude the argument by presenting a proposed adoption model and showing potential
areas of interest to future researchers.
Chapter 4
Online Brand Expansion towards the Offine Setting: Which Way to Go? .......................................... 69
Rafael Bravo, Universidad de Zaragoza, Spain
Leif E. Hem, Norwegian School of Economics, Norway
José M. Pina, Universidad de Zaragoza, Spain
Brand extension and brand alliances are two possible strategies to expand the brand towards different
product categories. In this chapter, the authors focus on brands that are well-known for their online
services launching offine products. They analyse the results of these strategies in terms of their effects
on parent brand image and under different conditions of initial brand image and perceived ft. In order
to meet these aims, an empirical study was conducted to 407 undergraduates in a Spanish University.
Data are analysed through multivariate analysis of variance. Main results lead us to conclude that: (1)
the effects of extensions and alliances are mainly negative on the online brand image, (2) the impact
is focused specially on the functional and emotional dimensions of brand image, (3) the effect is more
negative for online brands with higher image than for online brands with lower image, and (4) the effect
is more negative in the case of an alliance with an offine brand with low image than in the case of an
alliance with an offine brand with high image or in a brand extension. This work covers some gaps in
the previous literature in online branding. The authors apply concepts and theories used in brand exten-
sions and alliances literature in an offine setting by delving into the differences of these effects on the
brand image dimensions. The results obtained in this work may help brand practitioners expand their
brands towards different product categories.
Chapter 5
Examining the Impact of Web 2.0 Applications on Knowledge Management Performance ............... 90
Scott Buechler, Elon University, USA
Richard Hartshorne, University of Central Florida, USA
Haya Ajjan, Elon University, USA
There has been an increasing interest in the use of Web 2.0 applications to enhance the effectiveness of
internal communication and improve knowledge management within the organization. However, extant
Web 2.0 research has focused on the implementation, adaption patterns, and benefts, and little has been
done to empirically examine the determinants of continuance use of Web 2.0 within the organization
and its impact on knowledge performance. The objective of this study is to empirically examine the
impact of both hedonic and utilitarian performance on the intention of knowledge workers to continue
to use Web 2.0 applications within an organization, and then investigate the infuence of the continuance
use decision on knowledge management performance. The proposed model is tested using a survey of
knowledge workers using Web 2.0 applications in their organizations. The results of the PLS analysis
empirically validate the relationship between antecedents, continuance use, and knowledge management
performance. Research and managerial implications of our fndings are presented.
Chapter 6
An Exploratory Study of Customer Satisfaction in a Community Bank ........................................... 111
Somjit Barat, Pennsylvania State University, USA
John E. Spillan, University of North Carolina, USA
In a competitive business environment, delivering high level of customer service is critical. Investigat-
ing this aspect further, the current chapter focuses on the physical and service attributes of consumer
satisfaction in the banking business, and takes a fresh look at how community banks can compete with
larger banks in niche service areas. The goal of the research is to fnd out whether the customers: 1) were
satisfed with every visit to the branch; 2) felt welcome when they came to the branch; 3) considered the
bank’s products substantial for their needs; 4) were satisfed with the image of the bank; and 5) had any
concerns about their bank deposits and about the bank’s (fnancial) position during diffcult economic
times. The fndings indicate that customer responses are mixed on these issues. Interesting implications
and ideas for further research also emanate from the current study.
Chapter 7
Collaborative Business Service Modelling and Improving: An Information-Driven Approach ........ 128
Thang Le Dinh, Université du Québec à Trois-Rivières, Canada
Thanh Thoa Pham Thi, Dublin Institute of Technology, Ireland
In the context of globalization, the competitive advantage of each service enterprise depends greatly on
the ability to use network architectures to collaborate effciently in business services. The chapter aims
at introducing an information-driven approach that provides a conceptual foundation for modelling ef-
fectively and improving incrementally collaborative business services. The chapter begins by presenting
the necessity for and principles of the information-driven approach. Then it presents the business service
foundation for the proposed approach that consists of three different dimensions: 1) service proposal,
corresponding to the service value creation network level, 2) service creation, corresponding to the ser-
vice system level, and 3) service operation, corresponding to the service level. The chapter continues
with a discussion and review of the relevant literature, followed by the conclusion and suggestions for
further research.
Chapter 8
E-Strategy and Soft Landings for Franchising in Emerging Markets ................................................ 148
Ye-Sho Chen, Louisiana State University, USA
Ed Watson, Louisiana State University, USA
Renato F. L. Azevedo, University of Illinois – Urbana-Champaign, USA & University of
Sao Paulo, Brazil
International franchising as a global growth strategy, especially in emerging markets, is gaining popu-
larity. For example, the U.S. Commercial Service estimated that: (1) China, having over 2,600 brands
with 200,000 franchised retail stores in over 80 sectors in 2007, is now the largest franchise market in
the world; (2) India, having over 70 international franchise operations successfully operating with an
investment of $1.1 billion and sales turnover of $2.7 billion in 2009, has made franchising the second