Redress provides a formalized recourse to consumers in lodging complaints against poor customer service. Its importance is heightened in the realm of B2C e-business where traditional means of establishing rapport with brick-and-mortar stores do not exist. However, redress has yet to be aptly understood and the study of its role in ebusiness has been sparse. This paper presents an exploration in...

This paper presents a conceptual business model, which aims to improve the understanding of the business context of Information and Communication Technologies (ICT). We argue that research into how ICT generates economic value is limitedly valid due to lacking comprehensive knowledge of strategy theory and lacking abilities to integrate strategy perspectives, and the fragmentation of strategy t...

Collaboration among companies is a major development in business and electronic business concepts. While groupware, teleconferencing or e-mail-systems are widespread and crossfunctional in nature, support for collaboration in business processes has mainly been studied in the engineering and supply chain area. Virtual organizations and networked business also require collaboration in customer-or...

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process ...

Electronic Commerce is the execution of business processes using Internet technologies continues to be a significant, pervasive issue for both enterprises and customers. Management of relationships between enterprises and customers has often been referred to as Customer Relationship Management (CRM). This paper considers such challenges, linked to the consumer’s understanding and the usability ...

This paper examines how Jordanian companies use the knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 156 respondents, drawn randomly from three software business solution companies working in the Customer Relationship Management (CRM) area, and four companies which are employing the CRM ...

Building a successful e-business requires such enterprise capabilities as global networking, integrated business processes, sharing information with supplychain partners, agility in responding to the market, and intelligent decisionmaking. At the same time enterprise systems have extended beyond the traditional business functions and include features to support supply-chain management, customer...