M. Tiago, J. Couto, Flavio Gomes Borges Tiago, J. Vieira
{"title":"The Missing Link between Virtual CRM and e‑business Performance","authors":"M. Tiago, J. Couto, Flavio Gomes Borges Tiago, J. Vieira","doi":"10.3316/IJEBM0201003","DOIUrl":"https://doi.org/10.3316/IJEBM0201003","url":null,"abstract":"Purpose of this paper - Customer relationship management is becoming increasingly relevant in corporate agendas and has been broadly studied by academic researchers. In the last few years with the development of the digital economy, a new paradigm has emerged: virtual customer relationship management (virtual CRM). Our aims are to determine whether the implementation of virtual CRM is linked to e‑business performance and to identify the nature of the relationship that exists in the different initiatives of CRM. Design/methodology/approach - This paper establishes a new model of the practices and results of the virtual CRM which has been tested in European companies. For that purpose, we used a structural equation modelling analysis. Findings - The results show that all the initiatives considered have a positive impact on the maximisation of e‑CRM competencies and that e‑CRM also has a positive impact on e‑business performance. Research limitations/implications - As limitations of the study we consider the need for more research into the e‑CRM field and the inclusion of new elements such as technological readiness and management support. This paper contributes to the research on this topic with new evidence in a broad sample. Practical implications - The results point to e‑CRM's usefulness in improving everyday e‑business processes. Therefore managers should be aware of these benefits. Originality/value - The present study advances knowledge on the nature of the relative importance of different components of internet-based CRM as drivers of e‑business performance and reinforces its importance as an integrated e‑business tool.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132311229","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"ZUJI Today Represents Asia Pacific","authors":"Kimberley J. Stockham","doi":"10.3316/IJEBM0201051","DOIUrl":"https://doi.org/10.3316/IJEBM0201051","url":null,"abstract":"ZUJI was the brainchild of 16 Asia Pacific airlines and Travelocity, a US-leader in online travel, which came together at the turn of the millennium with a vision to create a regional online travel company, where none had existed before. It was a grand and innovative project at a time when consumers in Asia Pacific had only just begun to become net-connected, most airlines did not have online booking functionality on their branded websites, and travel was still an expensive luxury for most people. Since then the online travel landscape has changed, and the ZUJI business has evolved to become the leading online travel company in Asia Pacific, as awarded by two independent sources. ZUJI has online travel sites, teams and B2B travel services in seven Asia Pacific countries, including Australia. Travelocity, a Sabre company, fully acquired 100 per cent ownership of the highly successful brand and business in January 2006.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125731949","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Electronic Joint Application System in Higher Education","authors":"M. Kantola, Jouni Hautala, J. Kettunen","doi":"10.3316/IJEBM0201039","DOIUrl":"https://doi.org/10.3316/IJEBM0201039","url":null,"abstract":"This study presents the electronic joint application system in higher education. The introduction of the application system is based on the Finnish national policy, which is promoting competitiveness and productivity through the effective utilisation of information and communication technology. The study shows that the implementation of the electronic application system was successful, because in four years electronic applications accounted for over 90 per cent of all applications. The new system increased cooperation between institutions through uniform processes and timetables. The success of the electronic application system encourages many other education institutions to implement their electronic joint application systems.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115066699","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Is the Technology Acceptance Model Valid for BIMB Mobile Banking","authors":"Hanudin Amin","doi":"10.3316/IJEBM0101037","DOIUrl":"https://doi.org/10.3316/IJEBM0101037","url":null,"abstract":"The technological advances in wireless technology have introduced the most promising banking service mobile banking though it is still marginally adopted. In its simplest form, mobile banking enables bank customers to receive information on their account balances via SMS. Adopting technology acceptance model (TAM), this study examines the factors that determine intention to use mobile banking among Bank Islam Malaysia Berhad's (BIMB) customers. This study extends TAM to include perceived credibility, perceived self-efficacy and normative pressure. The results support the extended TAM in predicting the bank customer's behavioural intention to use mobile banking. Moreover, the study validates the robustness of TAM to study mobile banking. The results of this study will also extend current knowledge on technology acceptance, and mobile banking in particular.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"271 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134303467","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"From the Head of School","authors":"Sandra Martin","doi":"10.3316/IJEBM0101003","DOIUrl":"https://doi.org/10.3316/IJEBM0101003","url":null,"abstract":"","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"55 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117301612","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Wotif.com: An Online Success Story","authors":"R. Wickramasekera, Shane Mathews","doi":"10.3316/IJEBM0101050","DOIUrl":"https://doi.org/10.3316/IJEBM0101050","url":null,"abstract":"The Brisbane-based company Wotif.com was founded at the height of the 'tech wreck' of 2000. This company not only survived the crash but has been running at a profit as well as expanding both nationally and internationally. This case study highlights the factors that have made this company successful.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127280701","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Lyndon Murphy, B. Thomas, Huw Swayne, R. Metcalfe, Joanna Jones
{"title":"An Exploration of the Skill and Competence Issues of an E-business Directed Graphic Design Industry","authors":"Lyndon Murphy, B. Thomas, Huw Swayne, R. Metcalfe, Joanna Jones","doi":"10.3316/IJEBM0101022","DOIUrl":"https://doi.org/10.3316/IJEBM0101022","url":null,"abstract":"The graphic design industry may be seen as a provider of support services to e-business. For example, website design may be considered as a function of graphic design. This paper describes ongoing research which aims to investigate skill and competence issues expressed as an outcome of e-business activity. The focus for the research is SMEs in the graphic design industry in South Wales. The study identifies facets of e-business where the graphic design industry provides input, measuring the proportion of e-commerce-related work undertaken by SMEs in the graphic design industry. The principle undertaking of this research is to expose the human resource needs of the graphic design industry which are concomitant with developments in e-business activity. The core means of data collection is a survey of all graphic design SMEs located in South Wales. The survey has elicited information in relation to the evolution of e‑business-related work. Further to this, the survey provides a basis for triangulation, considering relationships between: e-business activity; human resource requirements in the graphic design industry; and the subsequent contribution graphic design makes to e-business. To further explore issues of e-business management, a series of interviews has been undertaken with a sample of management-level graphic designers. The implications of e-business for management of SMEs in the graphic design industry are multifaceted. For instance, market developments for graphic design services are driving managerial and strategy developments towards a nascent response to the electronic environment. It may be possible to contend that the relationships evolving between graphic design and e-business are the forerunner of relationships between e-business and other industries. The rationale for this statement may be found in the potentially mutually inclusive Lyndon Murphy et al., 'An exploration of the skill and competence issues of an e-business directed graphic design industry'","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133709850","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"The network of banks and the private regulation of e-commerce","authors":"Quan Nguyen","doi":"10.3316/IJEBM0101004","DOIUrl":"https://doi.org/10.3316/IJEBM0101004","url":null,"abstract":"The internet is a huge marketplace in which small- and medium-scale international transactions can take place at minimal costs. However, the take-up of e-commerce was lower than expected. One important reason was the lack of a legal order for the online marketplace. For most of us who want to buy or sell online, there is an insecure feeling that we are dealing with anonymous internet traders who may be from another country. This feeling discourages us from transacting on the internet because of the high cost of international litigation if the transaction happens to be cross-bordered. In this article, I argue that the global network of banks can offer a private regulatory mechanism to enforce online transactions, therefore developing institutional trust for the development of e-commerce, especially regarding small- and medium-scale cross-border transactions.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128516143","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Mind the gap: exploring the links between the expectations of relationship marketing and the reality of electronic-CRM","authors":"N. Doherty, N. Lockett","doi":"10.3316/IJEBM0202019","DOIUrl":"https://doi.org/10.3316/IJEBM0202019","url":null,"abstract":"The much debated relationship marketing paradigm suggests that the marketing strategy should be framed in terms of the development of long-term and mutually rewarding customer relationships, rather than simply focussing upon the promotion and selling of products and services. Moreover, customer relation management, typically enacted through electronic CRM software, is often promoted as the ideal mechanism for implementing relationship marketing on a company-wide basis. However, the question of whether the anticipated benefits of relationship marketing can actually be delivered through the application of e-CRM software is still one that needs to be addressed, empirically. To this end, this study develops a conceptual framework, which models the links between relationship marketing and e-CRM, before using this to explore the outcomes of the adoption of e-CRM applications by a sample of small to medium-sized enterprises (SMEs), operating in the mail order sector. The key findings presented in this paper are twofold: the driver for e-CRM adoption has primarily been the need to integrate the front and back offices when operating in an increasingly complex multi-channel environment and, consequently, e-CRM has not delivered relationship marketing.","PeriodicalId":250664,"journal":{"name":"International Journal of E-business Management","volume":"59 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114491215","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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