Value Creation Based on E-Business Capabilities from the Process Perspective: Empirical Evidence from Chinese Service Enterprises
Many service enterprises in China have deployed e-business extensively in their enterprise value chains. Much of the work on e-business value has indicated the importance of e-business capabilities in creating value for enterprises. From an e-business process view, this paper develops a model to examine the extent to which e-business capabilities impact on the performance of customer service process. The theoretical model is tested by using structural equation modeling on a dataset of 158 firms in Chinese service enterprises. This paper presents two e-business capabilities: the customer-oriented e-business capability (EBCC) and the partner-oriented e-business capability (EBCP). This study finds that EBCP is an important antecedent of EBCC for realizing the process performance, suggesting that managers pay more attention to partner-oriented e-business when applying e-business in service enterprises. This study also shows that while both e-business capabilities contribute to performance, EBCP has a much stronger effect. Our findings offer managers a framework for understanding the effect of e-business capabilities. It also contributes to the value creation literature on e-business in service enterprises.
e-business capabilities customer service process process performance
Xiaoqin Ye Jing Zhao Yi Jiang
Center for International Cooperation in E-business, College of Economics and ManagementChina Univers Center for International Cooperation in E-business, College of Economics and Management China Univer
国际会议
The Ninth Wuhan International Conference on E-Business(第九届武汉电子商务国际会议)
武汉
英文
561-569
2010-05-29（万方平台首次上网日期，不代表论文的发表时间）