Emergent Strategies for E-Business Processes, Services and Implications: Advancing Corporate Frameworks (Advances in E-Business Research Series)

425 Pages·2008·7.92 MB·English

by  In Lee

Emergent Strategies for
E-Business Processes,
Services, and Implications:
Advancing Corporate
Frameworks
In Lee
Western Illinois University, USA
InformatIon scIence reference
Hershey • New York
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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