The e-business arena is highly dynamic and characterised by continual evolution in technology, marketing concepts and effective business approaches. Business-to-business electronic commerce in particular is evolving, especially in relation to virtual supply chain management and electronic marketplaces. This paper uses a "content analysis" approach with over sixty articles being analysed. There ...

The continued development of e-business models has triggered a dramatic transition of customers’ roles in a variety of service production and delivery processes. Rather than being the passive recipients of such processes, customers now play much more active and even leading roles. As a result, a customer should be viewed not only as a patron but also as a co-producer of a service. This role tra...

Reputation stems from overall assessments of an e-business’ standing, according to various stakeholders, and it affects key customer outcomes. Despite burgeoning literature on the correlates of the customer-based reputation of e-commerce companies (ECCR), scarce research examines how reputation affects monetary outcomes. To extend existing literature on ECCR outcomes, this study focuses on cust...

Purpose – Customer relationship management (CRM) is an information system that tracks customers’ interactions with the firm and allows employees to instantly pull up information about the customers such as past sales, service records, outstanding records and unresolved problem calls. This paper aims to put forward strategies for successful implementation of CRM and discusses barriers to CRM in ...

Customer Relationship Management und Supply Chain Management, integriert in eine leistungsfähige Exchange Infrastucture, bestimmen die Diskussion im e-business Zeitalter. Die hieraus resultierende Forderung nach flexibler Integration mit standardisierten B2B-Schnittstellen bedingt einen systematischen und strukturierten Aufbau der einzelnen Komponenten. Integration schon in der Konzeptionsphase...

The objective of this work is to analyse the importance of firms’ previous experience with different information technologies (Internet, electronic data interchange (EDI)) in their implementation of e-Customer Relationship Management (e-CRM) and B2B. Moreover, we also study the role of eCRM in B2B development. The results show that experience with systems such as EDI or Internet has a direct in...

As is often the case with a good marketing buzzword, the term personalization is used rather loosely today. It has come to stand for an ultimate goal of customer relationship management by businesses. It has also come to mean delivery of information of high relevance to an individual. In any case, given the huge and rapidly growing amounts of computerized information, and the unprecedented leve...