Adoption of e-processes by service firms: An empirical study of antecedents

• 成果类型: Article
• 署名作者: Tsikriktsis, N; Lanzolla, G; Frohlich, M
• 署名单位: University of London; London Business School; Boston University
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 2004
• 页码: 216-229
• 关键词: e-Business; TECHNOLOGICAL DISCONTINUITIES; DOMINANT DESIGNS; diffusion; strategy; MODEL; orientation; FRAMEWORK; MARKETS

摘要

This paper investigates empirically antecedents of the adoption of web-based processes (e-processes) by service providers. We examine whether rational efficiency (expressed by expected performance benefits and access to new markets), the bandwagon effect (expressed by external pressure), and barriers (both internal and customer related) influence Internet use for transactions (e-transactions) and/or to extend the relationships between service providers and their customers (e-CRM). The findings, based on a sample of 338 service firms, show that rational efficiency and the bandwagon effect drive both types of e-processes. Conversely, only internal barriers have a negative impact on adoption of e-processes, while barriers related to customers do not have a significant impact. These findings have important academic and managerial implications, given the limited evidence regarding the implementation of e-processes in services.