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Deployment of Electronic Commerce Tools in the Business-to-Business Services Context

Deployment of Electronic Commerce Tools in the Business-to-Business Services Context
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Author(s): Jari Salo (University of Oulu, Finland) and Heikki Karjaluoto (University of Oulu, Finland)
Copyright: 2007
Pages: 3
Source title: Managing Worldwide Operations and Communications with Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-929-8.ch235
ISBN13: 9781599049298
EISBN13: 9781466665378

Abstract

The aim of this paper is to show how electronic commerce (EC) tools are deployed to manage business-to-business services. We have witnessed a steady growth in EC tools companies are using to manage their interaction with their customers. The use of these tools to redesign and digitize service relationships is still a relatively under-researched area. Most of the current research is conceptual in nature and empirical research has rarely been conducted. By a literature review on both EC tools and business-to-business services we identify some important EC tools that were used to streamline service relationships. This research sheds some additional light on how EC tools can be used to manage and redesign business-to-business with a case study. The case study reports on usage of various EC tools including the internet, the email, and ERP system to speed up and eliminate some manual administrative work in business-to-business service processes. For managers this paper shows how processes between companies and interfacing processes in a business-to-business service context can be done in a more cost-effective manner. For academics this study provides some ideas for further and consistent empirical research on the impact of EC tools on business services.

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