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Much of the current understanding of the effectiveness of Web sites is anecdotal and contained in case studies. Building on a review of these case studies, this study has two objectives: to evaluate systematically the relevance of the antecedents for which anecdotal evidence is available, and to determine the relative importance of these to uncover factors that are crucial for successful Web sites. Measures performance of Web sites in terms of the number of visitors and the managerial satisfaction with the site. The results indicate that both performance indicators refer to different dimensions of Web site performance and that they are influenced by different antecedents. The results show that most antecedents identified in literature indeed somehow influence the performance of Web sites. Multivariate analyses indicate that customization of the Web site is an important determinant of both Web performance indicators. Evidence was also found that a too strong focus on short‐term financial benefits has a negative impact on Web site satisfaction. Extensive sites tend to attract more visitors, while building sites merely for learning related goals tend to decrease the number of visitors.

The two main objectives of this study are to systematically and formally test for differences in the impact of various determinants of e‐commerce adoption depending on the current level of e‐commerce, and to investigate the possible direct impact of the current level of adoption on the intention to further adopt.

A conceptual framework is developed from the literature. The model is tested using survey data from 98 small and medium‐sized enterprises in The Netherlands.

The results indicate significantly smaller effects of both knowledge and satisfaction for companies at the advanced level of e‐commerce compared with companies at the basic level. The current adoption level has a highly significant positive direct effect on adoption intention. These findings imply that at the higher levels of adoption the classical adoption determinants have less effect and other less explored factors are more important.

This study is one of the first empirical studies to deal with multiple levels of innovation adoption. It is concluded that, when innovations can be adopted at various levels, the determinants of innovation adoption vary between different levels of adoption. This finding deserves further attention from researchers, consultants and policy makers.

The purpose of this paper is to examine the moderating influence of direct online shopping experience in an e‐commerce context.

The conceptual framework links attitudinal constructs such as price attractiveness, merchandise quality, service quality, time/effort costs, risk and enjoyment to future online purchase intentions. Purchasers and inquirers of a car insurance comparison website were approached by personalized email to participate in an online questionnaire. Multi‐group structural equation analysis was used to test for group differences in the structural weights.

Compared to the purchasers, the inquirers were more concerned with the perceived enjoyment, risk and price attractiveness offered by the website, while caring less about time/effort savings. Inquirers were negatively influenced by the price attractiveness of their chosen insurance, which indicates that they were less likely to use the website for future transactions if they were satisfied with their current price.

Future research could extend the current research by investigating other potential moderators, such as socio‐demographics and psychographic variables.

Guidelines for managers of websites for financial services about how to convert inquirers into buyers and improve the loyalty of online buyers.

Draws upon insights from marketing, e‐commerce and information systems to provide substantial support for the hypotheses regarding the moderating influence of direct online shopping experience.

This paper aims to explore the relationship between open innovation (OI) and absorptive capacity (AC) using a bibliometric analysis of existing literature.

The bibliometric analysis is used to review the covered research articles in the Web of Science (WoS) database. The time span covered over 20 years from the year 2000 to 2020.

The study suggests that it is an attracting and growing field for researchers, and there exists a close relationship between OI and AC. Further, the literature has parted into three research streams (1) AC and OI: dependency and interchangeability; (2) OI and its future avenues (3) OI and AC: critical factor for firm innovation performance which elaborate various future scopes to study.

The study's limitations exist with the biasness in database selection criteria, such as the possible non-inclusion of crucial articles.

The study’s implications are to discern close association and path dependency of AC and OI; and facilitate the innovation performance of the firm via developing of AC.

The approach used is a novelty, and the conclusions can better understand the relationship between both terms (OI and AC). Thus, it can help increase firm innovation performance.

The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels.

Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions.

Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting.

This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.

The purpose of this study is to explore the link between continuous improvement (CI) and dynamic actor associations through a case of lean thinking implementation in healthcare.

The paper follows the qualitative case study strategy. Data were collected by interviewing (tape‐recording) managers and staff, analysing relevant written project material, and conducting non‐participant observations.

The findings suggest that the implementation of CI depends on the emergence of a “favouring” network from the dynamic associations between heterogeneous entities. This network aims at facilitating change leadership, establishing behaviour/culture prone to CI, and constructing a behaviour non‐resistant to CI needed for creating competencies for the continuous roll‐outs of such changes. Continuous translation is the underlying mechanism for establishing the favouring network.

The paper addresses the literature gap regarding the role of dynamic actor associations in shaping CI in a public sector context. It does not aim at generalising the results of the case study; it informs current theory by revealing that the success of CI deployment depends on the emergence of a CI‐favouring network, which will continuously transform opposing views into accepting CI.