Publicação
The impact of information systems on the success of e-commerce in small and medium-sized companies
| Resumo: | The electronic commerce development has revolutionized the way small and medium sized enterprises carry out commercial transactions. From an original perspective, this research carried out three studies which were guided by the following research question: How Information Systems can leverage the success of electronic commerce in small and medium sized enterprises? . Furthermore, this research had in count the following objectives: propose a future research agenda and specific topics involving the use of electronic commerce in small and medium sized enterprises, investigate the relationships between the proposed model variables in the small and medium sized enterprises context that operate in the business to business, measure and compare the variables that are the most important for the model, understand how small and medium sized enterprises deal with electronic commerce service failure, identify how electronic commerce service failures impact customer engagement and find to what degree is customer engagement affected when facing service failures. Having developed this research in the form of studies, the first addresses the lack of theoretical evidence on the benefits of this technology for small and medium sized enterprises operating in the context of the business to business. The second expands the previous theoretical models that focus on the success of information systems, analyzing several factors and its benefits in the success of the new electronic commerce platform. The latest study fills a research gap by examining the effect of multiple service failures on customer engagement. This research contributes to a better understanding of the electronic commerce benefits. |
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| Autores principais: | Costa, Pedro Miguel Oliveira da |
| Assunto: | Comércio eletrónico -- E-commerce PME Pequenas e Médias Empresas -- SME Small and Medium Enterprises Business to business Gamificação -- Gamification Service failure Customer engagement Comércio por grosso -- Wholesale Comércio a retalho Falha de serviço Envolvimento do cliente |
| Ano: | 2024 |
| País: | Portugal |
| Tipo de documento: | tese de doutoramento |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | ISCTE |
| Idioma: | inglês |
| Origem: | Repositório ISCTE |
| Resumo: | The electronic commerce development has revolutionized the way small and medium sized enterprises carry out commercial transactions. From an original perspective, this research carried out three studies which were guided by the following research question: How Information Systems can leverage the success of electronic commerce in small and medium sized enterprises? . Furthermore, this research had in count the following objectives: propose a future research agenda and specific topics involving the use of electronic commerce in small and medium sized enterprises, investigate the relationships between the proposed model variables in the small and medium sized enterprises context that operate in the business to business, measure and compare the variables that are the most important for the model, understand how small and medium sized enterprises deal with electronic commerce service failure, identify how electronic commerce service failures impact customer engagement and find to what degree is customer engagement affected when facing service failures. Having developed this research in the form of studies, the first addresses the lack of theoretical evidence on the benefits of this technology for small and medium sized enterprises operating in the context of the business to business. The second expands the previous theoretical models that focus on the success of information systems, analyzing several factors and its benefits in the success of the new electronic commerce platform. The latest study fills a research gap by examining the effect of multiple service failures on customer engagement. This research contributes to a better understanding of the electronic commerce benefits. |
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