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

journal contribution
posted on 01.11.2005, 00:00 authored by Chris DubelaarChris Dubelaar, A Sohal, V Savic
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.

History

Journal

Technovation

Volume

25

Issue

11

Pagination

1251 - 1262

Publisher

Elsevier

Location

Amsterdam, The Netherlands

ISSN

0166-4972

Language

eng

Publication classification

C Journal article; C1.1 Refereed article in a scholarly journal

Copyright notice

2005, Elsevier