An empirical study of the uptake of performance measurement by Internet retailers

Internet Research

Volumn 18, Issue 4, 2008, Pages 361-381

  Gunawan, G ^a   Ellis Chadwick, F ^b   King, M ^b  

^a UNIVERSITY OF SURABAYA   (Indonesia)

^b LOUGHBOROUGH UNIVERSITY   (United Kingdom)

Author keywords

Electronic commerce; Internet; Performance measurement; Small to medium sized enterprises

Indexed keywords

EID: 50849086702     PISSN: 10662243     EISSN: None     Source Type: Journal    
DOI: 10.1108/10662240810897781     Document Type: Article

References (72)

1. Agrawal, V., Arjona, L.D. and Lemmens, R. (2001), “E-performance: the path to rational exuberance”, McKinsey Quarterly, No. 1, pp. 31-43.
2. Alba, J., Lynch, J.C., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A. and Wood, S. (1997), “Interactive home shopping consumer, retailer and manufacturer incentives to participate in electronic marketplaces”, Journal of Marketing, Vol. 61, July, pp. 38-53.
3. Armstrong, J.S. and Overton, T.S. (1977), “Estimating nonresponse bias in mail surveys”, Journal of Marketing Research, Vol. 14 No. 3, pp. 396-402.
4. Bailey, J.P. and Rabinovich, E. (2005), “Internet book retailing and supply chain management: an analytical study of inventory location speculation and postponement”, Transportation Research – Part E, Vol. 41 No. 3, pp. 159-177.
5. Barnes, S.J. and Vidgen, R.T. (2002), “An integrative approach to the assessment of e-commerce quality”, Journal of Electronic Commerce Research, Vol. 3 No. 2, pp. 114-127.
6. Barsh, J., Crawford, B. and Grosso, C. (2000), “How e-tailing can rise from the ashes”, McKinsey Quarterly, No. 3, pp. 98-109.
7. Betts, M. (2001), “Turning browsers into buyers”, MIT Sloan Management Review, Vol. 42 No. 2, pp. 8-9.
8. Bititci, U.S., Nudurupati, S.S., Turner, T.J. and Creighton, S. (2002), “Web enabled performance measurement systems: management implications”, International Journal of Operations & Production Management, Vol. 22 No. 11, pp. 1273-87.
9. Bloemer, J. and de Ruyter, K.D. (1998), “On the relationship between store image, store satisfaction and store loyalty”, European Journal of Marketing, Vol. 32 Nos 5/6, pp. 499-513.
10. Bourne, M., Mills, J., Wilcox, M., Neely, A. and Platts, K. (2000), “Designing, implementing and updating performance measurement systems”, International Journal of Operations & Production Management, Vol. 20 No. 7, pp. 754-771.
11. Bughin, J. (2003), “Finding the path(s) towards profitable e-commerce”, Deutsche Bank Research, Research notes, Working Paper Series, No. 7, 16 January.
12. Chaffey, D. (2002), E-business and E-commerce Management, Financial Times/Prentice-Hall, Harlow.
13. Chaffey, D., Ellis-Chadwick, F., Johnston, K. and Mayer, R. (2006), Internet Marketing: Strategy, Implementation and Practice, 3rd. ed., Financial Times/Prentice-Hall, Harlow.
14. Chenet, P., Tynan, C. and Money, A. (1999), “Service performance gap: re-evaluation and redevelopment”, Journal of Business Research, Vol. 46 No. 2, pp. 133-147.
15. Choi, S.Y., Choi, B. and Lee, H. (2006), “Categorizing commercial products for customer oriented online retailing”, Computers & Industrial Engineering, Vol. 51 No. 1, pp. 90-101.
16. Cotter, S. (2002), “Taking the measure of e-marketing success”, The Journal of Business Strategy, Vol. 23 No. 2, pp. 30-37.
17. de-Kare-Silver, M. (2001), E-shock: The New Rules. E-strategies for Retailers and Manufacturers, Palgrave, Basingstoke.
18. Doherty, N.F., Ellis-Chadwick, F.E. and Hart, C.A. (1999), “Cyber retailing in the UK: the potential of the Internet as a retail channel”, International Journal of Retail & Distribution Management, Vol. 27 No. 1, pp. 22-36.
19. Doherty, N.F., Ellis-Chadwick, F.E. and Hart, C.A. (2003), “An analysis of the factors affecting the adoption of the Internet in the UK retail sector”, Journal of Business Research, Vol. 56 No. 11, pp. 887-897.
20. Ellis-Chadwick, F.E., Doherty, N.F. and Hart, C.A. (2002), “Signs of change? A longitudinal study of Internet adoption in the UK retail sector”, Journal of Retailing and Consumer Services, Vol. 9 No. 2, pp. 71-80.
21. Enders, A. and Jelassi, T. (2000), “The converging business models of Internet and bricks-and-mortar retailers”, European Management Journal, Vol. 18 No. 5, pp. 542-550.
22. Feinberg, R.A., Kadam, R., Hokama, L. and Kim, I. (2002), “The state of electronic customer relationship management in retailing”, International Journal of Retail & Distribution Management, Vol. 30 No. 4, pp. 470-481.
23. Firestone, W.A. (1987), “Meaning in method: the rhetoric of quantitative and qualitative research”, Educational Researcher, Vol. 16 No. 7, pp. 16-21.
24. Fitzgerald, L., Jonhston, R., Brignall, S., Silvestro, R. and Voss, C. (1991), Performance Measurement in Service Business, CIMA, London.
25. Grewal, D., Iyer, G.R. and Levy, M. (2004), “Internet retailing: enablers, limiters and market consequences”, Journal of Business Research, Vol. 57 No. 24, pp. 703-713.
26. Hart, C., Doherty, N. and Ellis-Chadwick, F. (2000), “Retailer adoption of the Internet – implications for retail marketing”, European Journal of Marketing., Vol. 34 No. 8, pp. 954-974.
27. Hemming-Information-Services (2005), Retail Directory of the UK – 2005, Hemming-Information-Services, London.
28. Hewson, C., Yule, P., Laurent, D. and Vogel, C. (2003), Internet Research Methods: A Practical Guide for the Social and Behavioural Sciences, Sage, London.
29. Huang, M.-H. (2005), “Web performance scale”, Information & Management, Vol. 42 No. 6, pp. 841-852.
30. IMRG (2005), e-Retail 2005 Annual Report Published Today (06/04/2005), available at: www.imrg.org (accessed 1 June 2005).
31. IMRG (2006a), 10% of Retail Sales now Online (24 May 2006), available at: www.imrg.org (accessed 21 January 2007).
32. IMRG (2006b), Annual Statement 2006: E-retailing: The Year Ahead, available at: www.imrg.org (accessed 1 August 2006).
33. Janenko, P.M. (2002), e-Operations Management, Amacom, New York, NY.
34. Kaplan, R.S. and Norton, D.P. (1996), The Balanced Scorecard: Translating Strategy into Action, Harvard Business School, Boston, MA.
35. Karagozoglu, N. and Lindell, M. (2004), “Electronic commerce strategy, operations, and performance in small and medium-sized enterprises”, Journal of Small Business and Enterprise Development, Vol. 11 No. 3, pp. 290-301.
36. King, S.F. and Liou, J.S. (2004), “A framework for Internet channel evaluation”, International Journal of Information Management, Vol. 24 No. 6, pp. 473-488.
37. Lee, S. and Brandyberry, A. (2003), “The e-tailer's dilemma”, ACMSIGMIS Database, Vol. 34 No. 2.
38. Lejeune, M. (2001), “Measuring the impact of data mining on churn management”, Internet Research, Vol. 11 No. 5, pp. 375-387.
39. Li, Z.G. and Gery, N. (2000), “E-tailing for all products?”, Business Horizons, Vol. 43 No. 6, pp. 49-54.
40. Limayem, M., Khalifa, M. and Frini, A. (2000), “What makes consumers buy from Internet? A longitudinal study of online shopping”, IEEE Transactions on systems, man, and cybernatics: Part A: Systems and Humans, Vol. 30 No. 4, pp. 421-432.
41. McKinney, V., Yoon, K. and Zahed, F.M. (2002), “The measurement of web-customer satisfaction: an expectation and disconfirmation approach”, Information Systems Research, Vol. 13 No. 3, pp. 296-315.
42. Maltz, A.C., Shenhar, A.J. and Reilly, R.R. (2003), “Beyond the balanced scorecard: refining the search for organizational success measures”, Long Range Planning, Vol. 36 No. 2, pp. 187-204.
43. May, T. (2002), Social Research: Issues, Methods and Process, Open University Press, Buckingham.
44. Neely, A. (2005), “The evolution of performance measurement research: developments in the last decade and a research agenda for the next”, International Journal of Operations & Production Management, Vol. 25 No. 12, pp. 1264-77.
45. Neely, A., Gregory, M. and Platts, K. (2005), “Performance measurement system design”, International Journal of Operations & Production Management, Vol. 25 No. 12, pp. 1228-63.
46. Neely, A., Marr, B., Adams, C. and Kapashi, N. (2002), “Measuring e-business performance”, in Ed. Neely, A. (Ed.), Business Performance Measurement: Theory and Practice, Cambridge University Press, Cambridge, pp. 343-360.
47. O'Keefe, R., O'Connor, G. and Kung, H. (1998), “Early adopters of the web as a retail medium: small company winners and losers”, European Journal of Marketing, Vol. 32 Nos 7/8, pp. 629-643.
48. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
49. Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL: a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
50. Porter, M. (2001), “Strategy and the Internet”, Harvard Business Review, Vol. 63, p. 78.
51. Rayport, J.F. and Jaworski, B.J. (2003), Introduction to e-Commerce, 2nd ed., McGraw-Hill, Boston, MA.
52. Ring, L.J. and Tigert, D.J. (2001), “Viewpoint: the decline and fall of Internet grocery retailers”, International Journal of Retail & Distribution Management, Vol. 29 No. 6, pp. 264-271.
53. Ring, L.J., Tigert, D.J. and Serpkenci, R.R. (2002), “The strategic resource management (SRM) model revisited”, International Journal of Retail & Distribution Management, Vol. 30 No. 11, pp. 544-561.
54. Semeijn, J., van Riel, A.C.R., van Birgelen, M.J.H. and Streukens, S. (2005), “E-services and offline fulfilment: how e-loyalty is created”, Managing Service Quality, Vol. 15 No. 2, pp. 182-194.
55. Srinivasan, S.S., Anderson, R. and Ponnavolu, K. (2002), “Customer loyalty in e-commerce: an exploration of its antecedents and consequences”, Journal of Retailing, Vol. 78 No. 1, pp. 41-50.
56. Starr, M.K. (2003), “Application of POM to e-business: B2C e-shopping”, International Journal of Operations & Production Management, Vol. 23 No. 1, pp. 105-124.
57. Sterne, J. (2002), Web Metrics: Proven Methods for Measuring Web Site Success, Wiley, New York, NY.
58. Szymanski, D. and Hise, R.T. (2000), “E-satisfaction: an initial examination”, Journal of Retailing, Vol. 76 No. 3, pp. 309-322.
59. Tamimi, N., Rajan, M. and Sebastianelli, R. (2003), “The state of online retailing”, Internet Research: Electronic Networking Applications and Policy, Vol. 13 No. 3, pp. 146-155.
60. Tarn, J.M., Razi, M.A., Wen, H.J. and Perez, A.A. (2003), “E-fulfilment: the strategy and operational requirements”, Logistics Information Management, Vol. 16 No. 5, pp. 350-362.
61. Tse, T. and Soufani, K. (2003), “Business strategies for small firms in the new economy”, Journal of Small Business and Enterprise Development, Vol. 10 No. 3, pp. 306-320.
62. van der Heijden, H. and Verhagen, T. (2004), “Online store image: conceptual foundations and empirical measurement”, Information & Management, Vol. 41 No. 5, pp. 609-617.
63. Vargas, M. (2004), Decisions, Decisions: Retail e-fulfilment, available at: //retailindustry.about.com/library/weekly/aa00718a.htm (accessed 26 July 2004).
64. Venkatraman, N. and Ramanujam, V. (1986), “Measurement of business performance in strategy research: a comparison of approaches”, The Academy of Management Review, Vol. 11 No. 4, pp. 801-814.
65. Vijayasarathy, L.R. (2002), “Product characteristics and Internet shopping intentions”, Internet Research: Electronic Networking Applications and Policy, Vol. 12 No. 5, pp. 411-426.
66. Walters, D. (1994), “The impact of the recession on retailing management decisions and performance”, International Journal of Retail & Distribution Management, Vol. 22 No. 4, pp. 20-31.
67. Wolfinbarger, M. and Gilly, M.C. (2003), “eTailQ: dimensionalizing, measuring and predicting e-tail quality”, Journal of Retailing, Vol. 79 No. 3, pp. 183-198.
68. Zeithaml, V.A. (2000), “Service quality, profitability, and the economic worth of customers: what we know and what we need to learn”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
69. Dennis, C., Fenech, T. and Merrilees, B. (2005), “Sale the 7 Cs: teaching/training aid for the e-retail mix”, International Journal of Retail & Distribution Management, Vol. 33 No. 3, pp. 179-193.
70. Dholakia, U.M. and Rego, L.L. (1998), “What makes commercial Web pages popular?”, European Journal of Marketing, Vol. 32 Nos 7/8, pp. 724-736.
71. Kald, M. and Nilsson, F. (2000), “Performance measurement at Nordic companies”, European Management Journal, Vol. 18 No. 1, pp. 113-127.
72. Lipe, M.G. and Salterio, S.E. (2000), “The balanced scorecard: judgmental effects of common and unique performance measures”, The Accounting Review, Vol. 75 No. 3, pp. 283-298.