The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
The Evolution of B2B E-Services from First Generation E-Commerce Solutions to Multichannel Architectures
|
Author(s): Christine Legner (University of St. Gallen, Switzerland)
Copyright: 2008
Volume: 6
Issue: 2
Pages: 20
Source title:
Journal of Electronic Commerce in Organizations (JECO)
Editor(s)-in-Chief: Pedro Isaías (Information Systems & Technology Management School, UNSW, Sydney, Australia)
DOI: 10.4018/jeco.2008040104
Purchase
|
Abstract
Although e-services have been recognized for their contribution to strengthening customer relationships and fostering customer loyalty, prior research is heavily skewed toward the field of business-to-consumer interactions and online retail channels. This article explores the evolution of e-services in the business-to-business domain. Based on the case study of ETA SA, a Swiss manufacturer of watch movements and components, it identifies three stages of increasing electronic interaction with customers. The company pioneered online ordering of watch spare parts based on a first generation e-commerce solution and subsequently introduced a comprehensive customer service portal. Our research suggests that moving from the e-commerce solution to the customer process portal involved a significant extension of the e-service portfolio (service innovation), whereas the subsequent stage introduced an additional electronic channel (channel innovation). Every stage in this evolution path forces companies to substantially re-architect their interorganizational process and system linkages. From the experiences of ETA SA, we conclude that a service-oriented multichannel architecture makes it easier to cope with the growing number of e-services and the complexity of serving multiple electronic channels.
Related Content
E. Mitchell Church, Richelle Oakley DaSouza, Olajumoke A. Awe.
© 2024.
19 pages.
|
Miguel Salazar, David Mauricio.
© 2024.
27 pages.
|
Adheesh Budree, Tawika Nkosana Nyathi.
© 2023.
21 pages.
|
Abhilash Bhattacharjee, Kunja Sambashiva Rao, Nishad Nawaz.
© 2023.
22 pages.
|
Chung-Tzer Liu, Yi Maggie Guo, Jo-Li Hsu.
© 2023.
28 pages.
|
Michael Joshua Ayawei, Mpho Raborife, Daniel K. Maduku.
© 2023.
26 pages.
|
Daniel Możdżyński, Wojciech Cellary.
© 2022.
23 pages.
|
|
|