This study concerns the integration of electronic commerce networks into the “sales” processes of small firms. Specifically, this study focuses on integration of an electronic commerce (EC) network in those business processes leading up to an actual sales order. We examined seventeen small firms at the end of their first year of participation in an inter-organizational electronic network that m...

This study aimed to examine the effect of quality dimensions information system success model (ISSM), perceived risk, transaction speed, and optimistic perspective on Quick Response (QR) code mobile payment (m-payment) experience. For this purpose, a survey was conducted in Turkey involving 207 adults who had experienced QR m-payment method. Partial least squares structural equation modeling (P...

For an organisation to undertake a Customer Relationship Management (CRM) implementation program it needs to consider a multitude of issues. Some authors have hinted at viewing CRM within a wider perspective. The aim of this paper is to discuss the domain of CRM from an organisation's point of view. However, CRM needs to be identified as the whole organisation, including its internal and extern...

Social media usage among organizations is growing tremendously. Organizations are now building and maintaining social media public pages to improve their social network salience, enhance interest in their organizations, and build relationships with the online public. The majority of the studies on social media usage are based on the individual perspective while some are from the organizational ...

This study aimed to build a model of business performance based on customer value-defined market orientation. In the context of a service retail industry, both firms’ and customers’ perspectives were involved in the development of the construct, using such dimensions as management support, employee efforts and customer satisfaction. The authors undertook a large-scale fieldwork to collect match...

In this paper we deal with the problem of identifying a valid way to characterize heterogeneity in the analysis of customer satisfaction observing the phenomenon through a new perspective. In the literature, the variability of a Customer Satisfaction index is measured by the standard deviation or the coefficient of variation. In this way, heterogeneity among customers may be masked. To overcome...

We can have a new perspective about customer by analyzing customer shopping path data because customer should go to a specific place to buy some product in store. The analysis of path data is time-consuming work. In this way, the commonly used method is clustering algorithm in order to understand the tendency of data. But a general clustering algorithm is not suitable to identify the shopping p...

In competitive environments agility is emerging as an important determinant of success. Despite the widely accepted importance of agility there has been paucity in research on this construct, especially the customer’s perspective of agility. Rise of digital natives together with growth of ubiquitous information systems has changed the way firms engage with their customers. Firms are finding it ...