Implementing e-business through eListening in the Spanish information technology industry

Service Industries Journal

Volumn 29, Issue 8, 2009, Pages 1135-1149

  Cegarra Navarro, Juan G ^a   Sánchez Polo, Maria Teresa ^b  

^a TECHNICAL UNIVERSITY OF CARTAGENA   (Spain)

^b HOSPITAL UNIVERSITARIO VIRGEN DE LA ARRIXACA   (Spain)

Author keywords

Business performance; EListening; Information technology; Spain

Indexed keywords

BUSINESS SERVICE; CORPORATE STRATEGY; E-COMMERCE; FACTOR ANALYSIS; INFORMATION TECHNOLOGY; MODEL VALIDATION; NUMERICAL MODEL; PERFORMANCE ASSESSMENT;

EURASIA; EUROPE; SOUTHERN EUROPE; SPAIN;

EID: 70349995560     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060902764707     Document Type: Article

References (74)

1. Ackerman, M.S. (2000). The intellectual challenge of CSCW: The gap between social requirements and technical feasibility. Human-Computer Interaction, 15(2), 179-203.
2. Amit, R., & Zott, C. (2001). Value creation in e-business. Strategic Management Journal, 22(6/7), 493-520.
3. Anderson, J.C., & Gerbing, D.W. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), 186-192.
4. Armstrong, J.S., & Overton, T.S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396-402.
5. Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
6. Barua, A., Konana, P., Whinston, A.B., & Yin, F. (2004). An empirical investigation of net-enabled business value. MIS Quarterly, 28(4), 585-620.
7. Bentler, P.M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107(2), 238-246.
8. Bentler, P.M., & Bonett, D.G. (1980). Significance tests and goodness-of-fit in analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
9. Berry, L.L., & Parasuraman, A. (1997). Listening to the customer the concept of a service quality information system. Sloan Management Review, 38(3), 65-76.
10. Bhatt, G.D., & Troutt, M.D. (2005). Examining the relationship between business process improvement initiatives, information systems integration and customer focus: An empirical study. Business Process Management Journal, 11(5), 532-558.
11. Bontis, N., Chua, W., & Richardson, S. (2000). Intellectual capital and the nature of business in Malaysia. Journal of Intellectual Capital, 1(1), 85-100.
12. Bostrom, R.N. (1990). Listening behavior: Measurement and application. New York: Guilford Press.
13. Brown, M. (2002). The use of banner advertisement with pull-down menus: A copy testing approach. Journal of Interactive Advertising, 2(2), 12-37.
14. Brown, J.S., & Duguid, P. (2000). Balancing act: How to capture knowledge without killing it. Harvard Business Review, 78(3), 73-80.
15. Castleberry, S.B., & Shepherd, C.D. (1993). Effective interpersonal listening and personal selling. Journal of Personal Selling & Sales Management, 13(1), 35-49.
16. Cegarra, J.G., & Sabater, R. (2005). E-learning: Organizational requirements for successful feedback learning. Journal of Workplace Learning, 17(5/6), 276-290.
17. Chauhan, N., & Bontis, N. (2004). Organizational learning via groupware: A path to discovery or disaster? International Journal of Technology Management, 27(6/7), 591-610.
18. Churchill, G.A. (1979). A paradigm for developing better measures for marketing constructs. Journal of Marketing Research, 16(1), 64-73.
19. Clark, T. (1999). Sharing the importance of attentive listening skills. Journal of Management Education, 23(2), 216-223.
20. Clegg, C.W., Belen, I.J., & Bennett, S. (2001). E-business: Boom or gloom? Behaviour and Information Technology, 20(4), 293-398.
21. Cragg, P.B., & Zinatelli, N. (1995). The evolution of information systems in small firms. Information and Management, 29(1), 1-8.
22. Darroch, J., & McNaughton, R. (2002). Examining the link between knowledge management practices and types of innovation. Journal of Intellectual Capital, 3(3), 210-222.
23. European Commission. (2003). SME definition: Commission recommendation of 06 May 2003, (Report L 124/39, p. 36). Luxembourg: Office for Official Publications of the European Communities, Retrieved October 26, 2004, from http://europa.eu.int/comm/enterprise/enterprise_policy/sme_definition/index_en.htm
24. Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
25. Fowler, A. (2000). The role of AI-based technology in support of the knowledge management value activity cycle. Journal of Strategic Information Systems, 9(2/3), 107-128.
26. Fynes, B., De Búrca, S., Roche, E., & Keegan, R. (2001). Made in Ireland benchmarking Ireland's SMEs (p. 31). Dublin: Enterprise Ireland.
27. Giddens, A. (1979). Central problems in social theory. Berkeley, CA: University of California Press.
28. Glynn, W.J., & Brannick, T. (1999). The listening organisation: A segmentation approach to service quality information. IBAR Irish Business and Administrative Research, 19/20(2), 55-83.
29. Glynn, W.L., De Búrca, S., Brannick, T., Fynes, B., & Ennis, S. (2003). Listening practices and performance in service organization. International Journal of Service Industry Management, 14(3), 310-330.
30. Gold, A., Malhotra, A., & Segars, A. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18(1), 185-214.
31. Griffith, D.A., & Krampf, R.A. (1998). An examination of the web-based strategies of the top 100 US retailers. Journal of Marketing Theory and Practice, 6(3), 12-23.
32. Huber, G.P. (2001). Transfer of knowledge in knowledge management systems: Unexplored issues and suggested studies. European Journal of Information Systems, 10(2), 72-79.
33. Jacobs, C., & Coghlan, D. (2005). Sound from silence: On listening in organizational learning. Human Relations, 58(1), 115-138.
34. Kelloway, E.K. (1998). Using LISREL for structural equation modeling: A researcher's guide. Thousand Oaks, CA: Sage Publications.
35. King, C.P. (1978). Keep your communication climate healthy. Personnel Journal, 57(4), 204-206.
36. Koh, S., & Maguire, S. (2004). Identifying the adoption of e-business and knowledge management within SMEs. Journal of Small Business and Enterprise Development, 11(3), 338-348.
37. Lee, J., & Runge, J. (2001). Adoption of information technology in small business: Testing drivers of adoptions for entrepreneurs. Journal of Computer Information Systems, 42(1), 44-58.
38. McDougall, P.P., Covin, J.G., Robinson, R.B., & Herron, L. (1994). The effects of industry growth and strategic breadth on new venture performance and strategy content. Strategic Management Journal, 15(7), 537-554.
39. McGowan, M.K., & Madey, G.R. (1998). The influence of organizational structure and organizational learning factors on the extent of EDI implementation in US firms. Information Resource Management Journal, 11(3), 17-27.
40. Mehrtens, J., Cragg, P.B., & Mills, A.M. (2001). A model of internet adoption by SMEs. Information & Management, 39(3), 165-176.
41. Moodley, S. (2003). The challenge of e-business for South African apparel sector. Technovation, 23(7), 557-570.
42. Nonaka, I. (1988). Creating organizational order out of chaos. California Management Review, 30(3), 57-73.
43. Offodile, O.F., & Abdel-Malek, L.L. (2002). The virtual manufacturing paradigm: The impact of IT/IS outsourcing on manufacturing strategy. International Journal Production Economics, 75(1-2), 147-159.
44. Olivera, F. (2000). Memory systems in organizations: An empirical investigation of mechanisms for knowledge collection, storage and access. Journal of Management Studies, 37(6), 811-832.
45. Parasuraman, A. (1995). Measuring and monitoring service quality. In W.J. Glynn & J.G. Barnes (Eds.), Understanding services management: Integrating marketing, organisational behaviour, operations and human resource management (pp. 143-177). Dublin, Chichester: Oak Tree Press, John Wiley & Sons.
46. Peters, T. (1988). Thriving on chaos. New York: Alfred A. Knopf.
47. Phan, D.D. (2001). E-business management strategies: A business-to-business case study. Information Systems Management, 18(4), 61-69.
48. Plessis, M., & du Boon, J.A. (2004). Knowledge management in ebusiness and customer relationship management: South African case study findings. International Journal of Information Management, 24(1), 73-86.
49. Porter, M.E. (1980). Competitive strategy: Techniques for analysing industries and competitors (p. 679). New York: The Free Press.
50. Porter, M.E. (2001). Strategy and the internet. Harvard Business Review, 79(3), 62-78.
51. Rayport, J., & Jaworski, B. (2001). E-commerce. New York: McGraw-Hill/Irwin.
52. Roach, S.S. (1998). Technology and the services sector: The hidden competitive challenge. Technology Forecasting and Social Change, 34(4), 387-403.
53. Rodgers, S., & Thorson, E. (2000). The interactive advertising model: How users perceive and process online ads. Journal of Interactive Advertising, 1(1), 15-22.
54. Roos, J., & Roos, G. (1997). Measuring your company's intellectual performance. Long Range Planning, 30(3), 413-426.
55. Roth, K., & Ricks, D.A. (1994). Goal configuration in a global industry context. Strategic Management Journal, 15(2), 103-120.
56. Rutter, K.A. (2003). From measuring clouds to active listening. Management Learning, 34(4), 465-480.
57. Scarnati, J.T. (1998). Beyond technical competences: Learning to listen. Career Development International, 3(2), 79-81.
58. Seibert, J.H. (1990). Listening in the organizational context. In R.N. Bostrom (Ed.), Listening behavior (pp. 119-127). New York: Guilford Press.
59. Spiro, R.L., & Weitz, B.A. (1990). Adaptive selling: Conceptualisation, measurement and nomological validity. Journal of Marketing Research, 27(1), 61-69.
60. Steenkamp, J.E.M., & Van Trijp, H. (1991). The use of LISREL in validating marketing constructs. International Journal of Research in Marketing, 8(4), 283-299.
61. Strassman, P.A. (1997). Computers have yet to make the companies more productive. Computer World, 31(37), 92.
62. Tapscott, D. (1996). The digital economy. New York: McGraw Hill.
63. Tetteh, E., & Burn, J. (2001). Global strategies for SME business: Applying the small, framework. Logistic Information Management, 14(1/2), 171-180.
64. Thompson, D.V., Rust, R., & Rhoda, J. (2005). The business value of e-government to small firms. International Journal of Service Industry Management, 16(4), 385-407.
65. Thong, J.Y.L. (1999). An integrated model of information systems adoption in small business. Journal of Management Information Systems, 15(4), 187-214.
66. Timmers, P. (1998). Business models for electronic markets. Electronic Markets, 2(2), 3-8.
67. Tippins, M., & Sohi, R. (2003). IT competency and firm performance: Is organizational learning a missing link? Strategic Management Journal, 34(8), 745-761.
68. Turner, J. (1985). Organisation performance, size, and the use of data processing. New York: Centre for Research in Information System, New York University.
69. Waldenfels, B. (1995). The other and the foreign. Philosophy and Social Criticism, 21(5/6), 111-124.
70. Wang, Y., & Lo, H.-P. (2003). Customer-focused performance and the dynamic model for competence building and leveraging: A resource-based view. The Journal of Management Development, 22(6), 483-526.
71. Weick, K.E. (1999). That's moving: Theories that matter. Journal of Management Inquiry, 8(2), 134-142.
72. Weitz, B.A., Sujan, H., & Sujan, M. (1986). Knowledge, motivation and adaptive behavior: A framework for improving selling effectiveness. Journal of Marketing, 50(4), 174-191.
73. Welsch, W. (1997). Undoing aesthetics. London: Sage.
74. Yang, Z., Peterson, R.T., & Cai, S. (2003). Services quality dimensions of internet retailing: An exploratory analysis. Journal of Services Marketing, 17(7), 685-700.