Online Customer Service

The purpose of this study is to find an effective online customer service strategy. Although the effectiveness of the online customer service will vary and depend on the type of business the company is involved in, the usage of different types of tools in this arena have proven to be more useful than others. Effectiveness in this work will be used, in the sense that the more effective strategy will lead to more satisfied customers, a higher customer retention rate and higher revenue for the business.

The Theory Behind the Economic Role of Managing the Strategic Alignment of Organizations while Creating New Markets

Over the past couple of years, the Internet has taken off and organizations will soon reap economic benefits on it. E-commerce will therefore hopefully emerge as an efficient yet effective mode of creating new markets although most managers still doubt the economic impact and profitability it has. Enabled by global telecommunication networks and the convergence of computing, telecom, entertainment and publishing industries, e-commerce is supplanting (maybe replacing) traditional commerce. In the process, it is creating new economic opportunities for today’s businesses, creating new market structures. Managers of tomorrow must therefore understand what e-commerce is; how the approach to this concept will be; and how it will affect the economic position of the organization.

The Economic and Social Impact of Electronic Commerce in Developing Countries

The chapter addresses the potential benefits of Electronic Commerce to developing countries. Electronic commerce has many potential benefits for developing countries (DC). In this chapter, the author describes the potential benefits of Electronic Commerce for developing nations and he provides case examples that illustrate this trend. The widespread adoption of electronic commerce is especially important for developing countries.

Impersonal Trust in B2B Electronic Commerce

Although the notion of impersonal trust is not new, its significance has dramatically increased with the emergence of interorganizational eCommerce. Two types of trust are usually distinguished in interfirm exchange relations–an impersonal type created by structural arrangements, and a familiarity type arising from repeated interaction. This chapter contributes to the emerging body of knowledge regarding the role of trust in B2B eCommerce, which is primarily impersonal. The nature of trust is examined, and credibility and benevolence are defined as its distinct dimensions. Impersonal trust-primarily arising from credibility-focuses on institutional structures that B2B exchanges enable through signals and incentives to facilitate interfirm relations. Following the economic, sociological and marketing literature on the sources and processes under which trust engenders, a set of three cognitive processes that generate impersonal trust is determined. Applied to B2B exchanges, four antecedents of impersonal trust are proposed to trigger these processes: accreditation, feedback, monitoring and legal bonds. In addition, impersonal trust is proposed to increase satisfaction, reduce risk, encourage anticipated continuity and promote favorable pricing. A theoretical framework is then proposed that specifies the interrelationships between the antecedents, underlying processes and consequences of impersonal trust in B2B eCommerce. The theoretical and managerial implications of this study on B2B eCommerce are discussed, and directions for future research are proposed.

Relating Cognitive Problem-Solving Style to User Resistance

This study investigated the relationships between user resistance to new information systems and the differences in cognitive problem-solving styles between systems developers (analysts) and users. In addition, associations were tested between user resistance and the following: system accuracy, system reliability, the analyst’s attitude, the analyst-user relationship, analyst-user dissonance, the user’s age and the user’s length of service with his current employer. A significant positive association between user resistance and analyst-user cognitive style difference was found. A model was then developed which enables the estimation of user resistance prior to system development with the aid of the Kirton Adaptive/Innovative Inventory (an instrument which measures cognitive style). Significant negative associations were found to exist between user resistance and system accuracy, and user resistance and system reliability. No relationships between user resistance and either user age or user length of service were found.

E-Commerce and Executive Information Systems

The rapid spread of connectivity via the World Wide Web has dramatically altered the ways in which organizations deal with customers and the methods that executives adopt to be informed about business operations. This chapter reviews Executive Information Systems (EIS) and the way in which EIS interacts with e-commerce applications.

Adverse Effects of E-Commerce

E-commerce is the fastest growing industry worldwide and is one of the most rapidly evolving areas of national and international trade. The Internet has become an incredibly powerful tool for conducting business electronically. Companies have taken the proactive approach and are jumping on the new way to conduct business. E-commerce enables organizational change and helps organizations to conduct business with improved efficiencies and productivity. E-commerce is credited with empowering employees and knowledge workers, by giving them easy access to virtually unlimited information. E-commerce technologies have helped nations to accelerate their economic growth and to provide more opportunities for the businesses to grow. Meanwhile, it has also created many challenges and adverse effects, such as concerns over privacy, consumer protection, and security of credit card purchases, displacement of workers (especially low-status ones), and is charged with having a negative impact on quality of work life. This chapter describes the various adverse effects that have accompanied the advent of the Internet and e-commerce revolution.

Electronic Commerce and Data Privacy

Electronic commerce (e-commerce) has had a profound effect on the way we conduct business. It has impacted economies, markets, industry structures, and the flow of products through the supply chain. Despite the phenomenal growth of e-commerce and the potential impact on the revenues of businesses, there are problems with the capabilities of this technology. Organizations are amassing huge quantities of personal data about consumers. As a result, consumers are very concerned about the protection of their personal information and they want something done about the problem.This study examined the relationships between consumer privacy concerns, actual e-commerce activity, the importance of privacy policies, and regulatory preference. Using a model developed from existing literature and theory, an online questionnaire was developed to gauge the concerns of consumers. The results indicated that consumers are concerned about the protection of their personal information and feel that privacy policies are important. Consumers also indicated that they preferred government regulation to industry self-regulation to protect their personal information.

E-Learning is a Social Tool for E-Commerce at Tertiary Institutions

This chapter sets out to inform the reader about the background of e-Learning. It starts with a brief introduction to the concept of e-Learning, presenting a compelling case why institutions implement e-Learning and describes the difference between technology-delivered e-Learning and technology-enhanced e-Learning. The discussion includes some advantages and disadvantages of technology-enhanced e-Learning and then examines some learner, facilitator and technology aspects of technology-enhanced e-Learning. It continues with a brief discussion on technology-enhanced e-Learning at the Cape Technikon. This project further assesses the perceptions of learners using an online survey to address the issues and concerns that learners experienced with regard to technology-enhanced e-Learning. This chapter also inspects the efficiency usage of e-Learning tools within a technology-enhanced e-Learning environment and concludes with some significant findings of the survey, which includes the importance of computer literacy, interaction and communication in the technology-enhanced e-Learning environment.

Key Indicators for Successful Internet Commerce

The advent of e-commerce has brought about new implications on research directions in the business arena. Is it not sufficient to just study the formation of electronic markets in e-commerce. It is also necessary to have insight into the electronic markets’ innermost workings. This chapter, therefore, highlights the factors that give these new organizational forms (e-commerce enterprises) sustainable competitive advantages. The chapter is present in three main sections: A study of variety of reports of practitioners and researchers from the international arena, provide a background of prior knowledge in the filed. The analysis of this knowledge base is conceptualized into a framework of key factors affecting e-commerce success. Finally, the results of an empirical study of South African e-businesses are reported on. The authors provide some insight on the application of the conceptual framework as applied in the South African situation.