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Article
Publication date: 9 April 2018

Yingxia Cao, Haya Ajjan and Paul Hong

The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences…

Abstract

Purpose

The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision, to reveal any differences across China and Taiwan, to fill in a gap in the literature focused on post-purchase logistic activities related to shipping, return, and tracking, to provide managerial guidance in logistics for e-commerce, and to develop insights on logistic services for future research.

Design/methodology/approach

Using a validated survey instrument, 384 respondents in China and 145 respondents in Taiwan are collected. The research model is analyzed using component-based estimation approach to structural equation modeling.

Findings

The structural equation analysis of the study found that post-purchase shipping and tracking have an impact on customer satisfaction in both China and Taiwan. It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared to their counterparts in China.

Research limitations/implications

This research extended the current literature about post-purchase logistic services in an online shopping environment with a literature-based research model and good empirical data support. However, one limitation of the study is that the data collected represents a cross-sectional sample; future research should examine longitudinal sample to study customers’ purchase intentions over time.

Practical implications

This study can help both scholars and practitioners understand the importance of tracking, return, shipping, and customer service in an online shopping environment and across countries. It provides insights on designing e-commerce relevant shipping services to satisfy and attract customers across countries.

Originality/value

The study investigated how post-purchase activities contributed to customer satisfaction in online shopping and explored the influence of customer satisfaction on future purchase intention in China and Taiwan. This is one of the first studies available in the literature to provide empirical support and managerial insights about post-purchase activities related to shipping, tracking, and returns for e-commerce with cross-regional comparison.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 2
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 10 May 2018

Yingxia Cao, Haya Ajjan, Paul Hong and Thuong Le

The purpose of this paper is to examine the drivers, practices, and outcomes of social media use in the management of organizational supply chain.

Abstract

Purpose

The purpose of this paper is to examine the drivers, practices, and outcomes of social media use in the management of organizational supply chain.

Design/methodology/approach

Online questionnaire survey was used to collect data from 285 organizations representing different industries in China. The data then were analyzed with structure equation modeling using SmartPLS.

Findings

The results indicate that key antecedents such as external pressures, internal readiness, expected benefits, strategic goals, and perceived risks influence organizational social media use, which subsequently impact organizational performance outcomes in operation and marketing as well as the satisfaction level of both internal and external constituents, such as customers, employees, partners, and suppliers.

Research limitations/implications

The study obtained data about one organization from only one respondent and did not used random sampling.

Practical implications

This study provides insights on why and how companies should use social media for relationship building and business outcomes.

Originality/value

Drawing from the resources-based view, social networks, strategic choice theory, and technology organization and environment framework, a new social media utilization model for business outcome was established and testified using empirical data. This study is one of the first studies that adopts technology-organization-environment (TOE) framework of technology adoption theory to study organizational social media use. The findings in this study confirm the validity of the TOE framework for analyzing social media adoption and use in various organizations.

Details

Journal of Advances in Management Research, vol. 15 no. 2
Type: Research Article
ISSN: 0972-7981

Keywords

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Article
Publication date: 10 October 2016

Haya Ajjan, Ram L. Kumar and Chandrasekar Subramaniam

The purpose of this paper is to examine the implementation of IT portfolio management (IT PoM) and develop a framework guided by adaptive structuration theory to describe…

Abstract

Purpose

The purpose of this paper is to examine the implementation of IT portfolio management (IT PoM) and develop a framework guided by adaptive structuration theory to describe the key structures, features, and appropriation steps needed to effectively manage IT investments and assets.

Design/methodology/approach

Using a longitudinal case study approach, data were collected over an eight-month period from a US Fortune 500 company during its IT PoM implementation effort.

Findings

The case analysis highlights three major IT PoM features appropriated by the organization: creating the portfolio; assessing and analyzing the portfolio characteristics based on risk, benefits, alignment, criticality, and cost; and balancing decisions to start projects or terminate under-performing IT assets such as servers and applications. The spirit of IT PoM was interpreted differently by different stakeholders (data providers, business units, and IT PoM team) leading to resistance to implementation. The case data underscores the importance of establishing a governance steering committee and new internal structures to help push the balancing decisions across the organization.

Research limitations/implications

The results are useful in developing guidelines and strategies to achieve successful implementation of IT PoM and to highlight critical factors that practitioners need to pay close attention to during an IT PoM implementation.

Originality/value

This study represents one of the first attempts to describe a detailed IT PoM implementation process and how IT PoM appropriation process can lead to improved decision making within the organization.

Details

Journal of Enterprise Information Management, vol. 29 no. 6
Type: Research Article
ISSN: 1741-0398

Keywords

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Book part
Publication date: 6 September 2019

Haya Ajjan, William F. Crittenden and Amaleya Goneos-Malka

South Africa is one of the most unequal societies in the world with women substantially less likely to be economically active than men. This chapter draws from the theory…

Abstract

South Africa is one of the most unequal societies in the world with women substantially less likely to be economically active than men. This chapter draws from the theory of planned behavior to examine the enablers and barriers to entrepreneurship in South Africa. Specifically, we examine how attitude toward entrepreneurship, subjective norms in the South African collectivist culture, and behavioral controls of resources influence women’s intentions to start a business. Based on interviews with two successful women entrepreneurs in South Africa, we highlight the key role that government, self-efficacy, and technology-based platforms can have in establishing women’s entrepreneurial intentions.

Details

Go-to-Market Strategies for Women Entrepreneurs
Type: Book
ISBN: 978-1-78973-289-4

Keywords

Content available
Book part
Publication date: 25 March 2021

John T. Fleming and Lauren Lawley Head

Abstract

Details

Ultimate Gig
Type: Book
ISBN: 978-1-83982-860-7

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Book part
Publication date: 6 September 2019

Abstract

Details

Go-to-Market Strategies for Women Entrepreneurs
Type: Book
ISBN: 978-1-78973-289-4

To view the access options for this content please click here

Abstract

Details

Ultimate Gig
Type: Book
ISBN: 978-1-83982-860-7

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