Benefits, impediments and critical success factors in B2C E-business adoption

Dubelaar, Chris, Sohal, Amrik and Savic, Vedrana 2005, Benefits, impediments and critical success factors in B2C E-business adoption, Technovation, vol. 25, no. 11, pp. 1251-1262, doi: 10.1016/j.technovation.2004.08.004.

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Title Benefits, impediments and critical success factors in B2C E-business adoption
Author(s) Dubelaar, Chris
Sohal, Amrik
Savic, Vedrana
Journal name Technovation
Volume number 25
Issue number 11
Start page 1251
End page 1262
Total pages 12
Publisher Elsevier
Place of publication Amsterdam, The Netherlands
Publication date 2005-11
ISSN 0166-4972
Keyword(s) B2C adoption
Critical success factors
B2C benefits
B2C impediments
Summary This paper reports the results of a study carried out to assess the benefits, impediments and major critical success factors in adopting business to consumer e-business solutions. A case study method of investigation was used, and the experiences of six online companies and two bricks and mortar companies were documented. The major impediments identified are: leadership issues, operational issues, technology, and ineffective solution design. The critical success factors in the adoption of e-business are identified as: combining e-business knowledge, value proposition and delivery measurement, customer satisfaction and retention, monitoring internal processes and competitor activity, and finally building trust. Findings suggest that above all, adoption of e-business should be appropriate, relevant, value adding, and operationally as well as strategically viable for an organization instead of being a result of apprehensive compliance.
Language eng
DOI 10.1016/j.technovation.2004.08.004
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 909999 Commercial Services and Tourism not elsewhere classified
HERDC Research category C1.1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2005, Elsevier
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Document type: Journal Article
Collections: Faculty of Business and Law
School of Management and Marketing
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