Adoption of e-Processes by Service Firms: An Empirical Study of Antecedents

T 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.