IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v162y2023ics0148296323002242.html
   My bibliography  Save this article

Interlinking organisational resources, AI adoption and omnichannel integration quality in Ghana’s healthcare supply chain

Author

Listed:
  • Abadie, Amelie
  • Roux, Mélanie
  • Chowdhury, Soumyadeb
  • Dey, Prasanta

Abstract

Digitalization in the health care sector has led to growth of communication channels and customer touchpoints within these channels. In this context, omnichannel integration quality (OIQ) aims to provide seamless service experience across multiple channels, where adoption of artificial intelligence (AI) will play a vital role. The existing research has primarily focused on the consumer space which leads to a gap in our understanding on the role of organisational intangible resources, employees, and AI adoption to achieve OIQ and business productivity. To bridge this gap, we use resource-based view and socio-technical systems as theoretical lenses for developing a theoretical model, which is tested by surveying 170 healthcare professionals in Ghana. Our findings highlight the importance of developing strategies that will help translate organisational resources into capabilities focusing on the employee-technology interface for effective omnichannel management and integration.

Suggested Citation

  • Abadie, Amelie & Roux, Mélanie & Chowdhury, Soumyadeb & Dey, Prasanta, 2023. "Interlinking organisational resources, AI adoption and omnichannel integration quality in Ghana’s healthcare supply chain," Journal of Business Research, Elsevier, vol. 162(C).
    • Handle: RePEc:eee:jbrese:v:162:y:2023:i:c:s0148296323002242
    DOI: 10.1016/j.jbusres.2023.113866
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296323002242
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2023.113866?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Yurova, Yuliya & Rippé, Cindy B. & Weisfeld-Spolter, Suri & Sussan, Fiona & Arndt, Aaron, 2017. "Not all adaptive selling to omni-consumers is influential: The moderating effect of product type," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 271-277.
    2. Cai, Ya-Jun & Lo, Chris K.Y., 2020. "Omni-channel management in the new retailing era: A systematic review and future research agenda," International Journal of Production Economics, Elsevier, vol. 229(C).
    3. Sunil Chopra, 2016. "How omni-channel can be the future of retailing," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 43(2), pages 135-144, June.
    4. Niam Yaraghi & Anna Ye Du & Raj Sharman & Ram D. Gopal & Ram Ramesh, 2015. "Health Information Exchange as a Multisided Platform: Adoption, Usage, and Practice Involvement in Service Co-Production," Information Systems Research, INFORMS, vol. 26(1), pages 1-18, March.
    5. Fei Gao & Xuanming Su, 2017. "Online and Offline Information for Omnichannel Retailing," Manufacturing & Service Operations Management, INFORMS, vol. 19(1), pages 84-98, February.
    6. Ruiz, Jesús & Coduras, Alicia, 2015. "Can company restructuring create a healthier work environment, promote corporate entrepreneurship, and improve productivity?," Journal of Business Research, Elsevier, vol. 68(7), pages 1466-1467.
    7. Toorajipour, Reza & Sohrabpour, Vahid & Nazarpour, Ali & Oghazi, Pejvak & Fischl, Maria, 2021. "Artificial intelligence in supply chain management: A systematic literature review," Journal of Business Research, Elsevier, vol. 122(C), pages 502-517.
    8. Briggs, Elten & Janakiraman, Narayan, 2017. "Slogan recall effects on marketplace behaviors: The roles of external search and brand assessment," Journal of Business Research, Elsevier, vol. 80(C), pages 98-105.
    9. Ruta Dadeliene & Stanislav Dadelo & Natalija Pozniak & Leonidas Sakalauskas, 2020. "Analysis of top kayakers’ training-intensity distribution and physiological adaptation based on structural modelling," Annals of Operations Research, Springer, vol. 289(2), pages 195-210, June.
    10. Pantano, Eleonora & Viassone, Milena, 2014. "Demand pull and technology push perspective in technology-based innovations for the points of sale: The retailers evaluation," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 43-47.
    11. Patrick M. Kreiser & Donald F. Kuratko & Jeffrey G. Covin & R. Duane Ireland & Jeffrey S. Hornsby, 2021. "Corporate entrepreneurship strategy: extending our knowledge boundaries through configuration theory," Small Business Economics, Springer, vol. 56(2), pages 739-758, February.
    12. Pietro De Giovanni & Georges Zaccour, 2022. "A selective survey of game-theoretic models of closed-loop supply chains," Annals of Operations Research, Springer, vol. 314(1), pages 77-116, July.
    13. Nurul Fadly Habidin & Nur Afni Khaidir & Nurul Aifaa Shazali & Naimah Ali & Noor Hidayah Jamaludin, 2015. "The development of process innovation and organisational performance in Malaysian healthcare industry," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 9(2), pages 148-162.
    14. Neslin, Scott A. & Shankar, Venkatesh, 2009. "Key Issues in Multichannel Customer Management: Current Knowledge and Future Directions," Journal of Interactive Marketing, Elsevier, vol. 23(1), pages 70-81.
    15. Payam Sadeghi & Morad Benyoucef & Craig E. Kuziemsky, 2012. "A mashup based framework for multi level healthcare interoperability," Information Systems Frontiers, Springer, vol. 14(1), pages 57-72, March.
    16. Jonathan Reynolds & Latchezar Hristov, 2009. "Are there barriers to innovation in retailing?," Post-Print hal-00952122, HAL.
    17. Dmitry Ivanov & Alexandre Dolgui & Boris Sokolov, 2019. "The impact of digital technology and Industry 4.0 on the ripple effect and supply chain risk analytics," International Journal of Production Research, Taylor & Francis Journals, vol. 57(3), pages 829-846, February.
    18. Varadarajan, Rajan & Welden, Roman B. & Arunachalam, S. & Haenlein, Michael & Gupta, Shaphali, 2022. "Digital product innovations for the greater good and digital marketing innovations in communications and channels: Evolution, emerging issues, and future research directions," International Journal of Research in Marketing, Elsevier, vol. 39(2), pages 482-501.
    19. Avlonitis, George J. & Salavou, Helen E., 2007. "Entrepreneurial orientation of SMEs, product innovativeness, and performance," Journal of Business Research, Elsevier, vol. 60(5), pages 566-575, May.
    20. VanVactor, Jerry D., 2012. "Collaborative leadership model in the management of health care," Journal of Business Research, Elsevier, vol. 65(4), pages 555-561.
    21. Makarius, Erin E. & Mukherjee, Debmalya & Fox, Joseph D. & Fox, Alexa K., 2020. "Rising with the machines: A sociotechnical framework for bringing artificial intelligence into the organization," Journal of Business Research, Elsevier, vol. 120(C), pages 262-273.
    22. Herhausen, Dennis & Binder, Jochen & Schoegel, Marcus & Herrmann, Andreas, 2015. "Integrating Bricks with Clicks: Retailer-Level and Channel-Level Outcomes of Online–Offline Channel Integration," Journal of Retailing, Elsevier, vol. 91(2), pages 309-325.
    23. Mikalef, Patrick & Pateli, Adamantia, 2017. "Information technology-enabled dynamic capabilities and their indirect effect on competitive performance: Findings from PLS-SEM and fsQCA," Journal of Business Research, Elsevier, vol. 70(C), pages 1-16.
    24. Morgan-Thomas, Anna & Dessart, Laurence & Veloutsou, Cleopatra, 2020. "Digital ecosystem and consumer engagement: A socio-technical perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 713-723.
    25. Saghiri, Soroosh & Wilding, Richard & Mena, Carlos & Bourlakis, Michael, 2017. "Toward a three-dimensional framework for omni-channel," Journal of Business Research, Elsevier, vol. 77(C), pages 53-67.
    26. Ki-Chan Kim & Jeffrey S. Hornsby & John Laurence Enriquez & Zong-Tae Bae & Ayman El Tarabishy, 2021. "Humane Entrepreneurial Framework: A model for effective corporate entrepreneurship," Journal of Small Business Management, Taylor & Francis Journals, vol. 59(3), pages 397-416, May.
    27. Patrick Mikalef & Ilias O. Pappas & John Krogstie & Michail Giannakos, 2018. "Big data analytics capabilities: a systematic literature review and research agenda," Information Systems and e-Business Management, Springer, vol. 16(3), pages 547-578, August.
    28. Verhoef, Peter C. & Kannan, P.K. & Inman, J. Jeffrey, 2015. "From Multi-Channel Retailing to Omni-Channel Retailing," Journal of Retailing, Elsevier, vol. 91(2), pages 174-181.
    29. Saedi, Samira & Kundakcioglu, O. Erhun & Henry, Andrea C., 2016. "Mitigating the impact of drug shortages for a healthcare facility: An inventory management approach," European Journal of Operational Research, Elsevier, vol. 251(1), pages 107-123.
    30. De Jong, Jeroen P. J. & Parker, Sharon K. & Wennekers, Sander & Wu, Chia-Huei, 2015. "Entrepreneurial behavior in organizations: does job design matter?," LSE Research Online Documents on Economics 53264, London School of Economics and Political Science, LSE Library.
    31. Sony, Michael & Naik, Subhash, 2020. "Industry 4.0 integration with socio-technical systems theory: A systematic review and proposed theoretical model," Technology in Society, Elsevier, vol. 61(C).
    32. Ishfaq, Rafay & Bajwa, Naeem, 2019. "Profitability of online order fulfillment in multi-channel retailing," European Journal of Operational Research, Elsevier, vol. 272(3), pages 1028-1040.
    33. Cao, Lanlan & Li, Li, 2018. "Determinants of Retailers' Cross-channel Integration: An Innovation Diffusion Perspective on Omni-channel Retailing," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 1-16.
    34. Sascha Kraus & Paul Jones & Norbert Kailer & Alexandra Weinmann & Nuria Chaparro-Banegas & Norat Roig-Tierno, 2021. "Digital Transformation: An Overview of the Current State of the Art of Research," SAGE Open, , vol. 11(3), pages 21582440211, September.
    35. Yunis, Manal & Tarhini, Abbas & Kassar, Abdulnasser, 2018. "The role of ICT and innovation in enhancing organizational performance: The catalysing effect of corporate entrepreneurship," Journal of Business Research, Elsevier, vol. 88(C), pages 344-356.
    36. Ferreira, D.C. & Marques, R.C., 2019. "Do quality and access to hospital services impact on their technical efficiency?," Omega, Elsevier, vol. 86(C), pages 218-236.
    37. Kwon, Wi-Suk & Lennon, Sharron J., 2009. "What induces online loyalty? Online versus offline brand images," Journal of Business Research, Elsevier, vol. 62(5), pages 557-564, May.
    38. Queiroz, Maciel M. & Fosso Wamba, Samuel, 2019. "Blockchain adoption challenges in supply chain: An empirical investigation of the main drivers in India and the USA," International Journal of Information Management, Elsevier, vol. 46(C), pages 70-82.
    39. Roßmann, Bernhard & Canzaniello, Angelo & von der Gracht, Heiko & Hartmann, Evi, 2018. "The future and social impact of Big Data Analytics in Supply Chain Management: Results from a Delphi study," Technological Forecasting and Social Change, Elsevier, vol. 130(C), pages 135-149.
    40. Fuller, Christie M. & Simmering, Marcia J. & Atinc, Guclu & Atinc, Yasemin & Babin, Barry J., 2016. "Common methods variance detection in business research," Journal of Business Research, Elsevier, vol. 69(8), pages 3192-3198.
    41. André Hanelt & Sebastian Firk & Björn Hildebrandt & Lutz M. Kolbe, 2021. "Digital M&A, digital innovation, and firm performance: an empirical investigation," European Journal of Information Systems, Taylor & Francis Journals, vol. 30(1), pages 3-26, January.
    42. Zhang, Jie & Farris, Paul W. & Irvin, John W. & Kushwaha, Tarun & Steenburgh, Thomas J. & Weitz, Barton A., 2010. "Crafting Integrated Multichannel Retailing Strategies," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 168-180.
    43. Richter, Alexander, 2020. "Locked-down digital work," International Journal of Information Management, Elsevier, vol. 55(C).
    44. Zheng, Jurong & Bakker, Elmer & Knight, Louise & Gilhespy, Heather & Harland, Christine & Walker, Helen, 2006. "A strategic case for e-adoption in healthcare supply chains," International Journal of Information Management, Elsevier, vol. 26(4), pages 290-301.
    45. Quan Chen & Chun-Hsien Wang & Shi-Zheng Huang, 2020. "Effects of organizational innovation and technological innovation capabilities on firm performance: evidence from firms in China’s Pearl River Delta," Asia Pacific Business Review, Taylor & Francis Journals, vol. 26(1), pages 72-96, January.
    46. Jeong‐ha (Cath) Oh & Zhiqiang (Eric) Zheng & Indranil R. Bardhan, 2018. "Sooner or Later? Health Information Technology, Length of Stay, and Readmission Risk," Production and Operations Management, Production and Operations Management Society, vol. 27(11), pages 2038-2053, November.
    47. Sandeep Khurana & Liangfei Qiu & Subodha Kumar, 2019. "When a Doctor Knows, It Shows: An Empirical Analysis of Doctors’ Responses in a Q&A Forum of an Online Healthcare Portal," Information Systems Research, INFORMS, vol. 30(3), pages 872-891, September.
    48. Beck, Norbert & Rygl, David, 2015. "Categorization of multiple channel retailing in Multi-, Cross-, and Omni†Channel Retailing for retailers and retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 170-178.
    49. Kanwal Yousaf & Zahid Mehmood & Israr Ahmad Awan & Tanzila Saba & Riad Alharbey & Talal Qadah & Mayda Abdullateef Alrige, 2020. "A comprehensive study of mobile-health based assistive technology for the healthcare of dementia and Alzheimer’s disease (AD)," Health Care Management Science, Springer, vol. 23(2), pages 287-309, June.
    50. Hanna Komulainen & Hannu Makkonen, 2018. "Customer experience in omni-channel banking services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 190-199, December.
    51. Dominique Rouzies & Erin Anderson & A. K. Kohli & R. E. Michaels & Barton A. Weitz & A. A. Zoltners, 2005. "Sales and Marketing Integration : A Proposed Framework," Post-Print halshs-00004748, HAL.
    52. Rojalin Patri & M. Suresh, 2017. "Modelling the Enablers of Agile Performance in Healthcare Organization: A TISM Approach," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 18(3), pages 251-272, September.
    53. Rodríguez-Espíndola, Oscar & Chowdhury, Soumyadeb & Dey, Prasanta Kumar & Albores, Pavel & Emrouznejad, Ali, 2022. "Analysis of the adoption of emergent technologies for risk management in the era of digital manufacturing," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
    54. Kleoniki Kalapouti & Konstantinos Petridis & Chrisovalantis Malesios & Prasanta Kumar Dey, 2020. "Measuring efficiency of innovation using combined Data Envelopment Analysis and Structural Equation Modeling: empirical study in EU regions," Annals of Operations Research, Springer, vol. 294(1), pages 297-320, November.
    55. Charles H. Schwepker & Sean R. Valentine & Robert A. Giacalone & Mark Promislo, 2021. "Good Barrels Yield Healthy Apples: Organizational Ethics as a Mechanism for Mitigating Work-Related Stress and Promoting Employee Well-Being," Journal of Business Ethics, Springer, vol. 174(1), pages 143-159, November.
    56. Jeroen P.J.de Jong & Sharon K. Parker & Sander Wennekers & Chia–Huei Wu, 2015. "Entrepreneurial Behavior in Organizations: Does Job Design Matter?," Entrepreneurship Theory and Practice, , vol. 39(4), pages 981-995, July.
    57. Dahl, Andrew J. & Milne, George R. & Peltier, James W., 2021. "Digital health information seeking in an omni-channel environment: A shared decision-making and service-dominant logic perspective," Journal of Business Research, Elsevier, vol. 125(C), pages 840-850.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cai, Ya-Jun & Lo, Chris K.Y., 2020. "Omni-channel management in the new retailing era: A systematic review and future research agenda," International Journal of Production Economics, Elsevier, vol. 229(C).
    2. Hajdas, Monika & Radomska, Joanna & Silva, Susana C., 2022. "The omni-channel approach: A utopia for companies?," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    3. Chang, Ya Ping & Li, Jingwen, 2022. "Seamless experience in the context of omnichannel shopping： scale development and empirical validation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    4. Cheah, Jun-Hwa & Lim, Xin-Jean & Ting, Hiram & Liu, Yide & Quach, Sara, 2022. "Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    5. Gao, Mengjia & Huang, Lin, 2021. "Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    6. Saghiri, Soroosh & Wilding, Richard & Mena, Carlos & Bourlakis, Michael, 2017. "Toward a three-dimensional framework for omni-channel," Journal of Business Research, Elsevier, vol. 77(C), pages 53-67.
    7. Tagashira, Takumi & Minami, Chieko, 2019. "The Effect of Cross-Channel Integration on Cost Efficiency," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 68-83.
    8. Hossain, Tasnim M Taufique & Akter, Shahriar & Kattiyapornpong, Uraiporn & Dwivedi, Yogesh K., 2019. "Multichannel integration quality: A systematic review and agenda for future research," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 154-163.
    9. Tagashira, Takumi, 2022. "Information effects of warehouse automation on sales in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    10. Mirzabeiki, Vahid & Saghiri, Soroosh Sam, 2020. "From ambition to action: How to achieve integration in omni-channel?," Journal of Business Research, Elsevier, vol. 110(C), pages 1-11.
    11. Paula Rodríguez–Torrico & Sonia San–Martín & Rebeca San José Cabezudo, 2020. "Consumer behavior using multiple channels: a review," DOCFRADIS Working Papers 2002, Catedra Fundación Ramón Areces de Distribución Comercial, revised Jul 2020.
    12. Zhuang, Hejun & Popkowski Leszczyc, Peter T.L. & Lin, Yuanfang, 2018. "Why is Price Dispersion Higher Online than Offline? The Impact of Retailer Type and Shopping Risk on Price Dispersion," Journal of Retailing, Elsevier, vol. 94(2), pages 136-153.
    13. Patten, Elena & Ozuem, Wilson & Howell, Kerry & Lancaster, Geoff, 2020. "Minding the competition: The drivers for multichannel service quality in fashion retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    14. Hübner, Alexander & Hense, Jonas & Dethlefs, Christian, 2022. "The revival of retail stores via omnichannel operations: A literature review and research framework," European Journal of Operational Research, Elsevier, vol. 302(3), pages 799-818.
    15. Yang, Lu & Li, Xiangyong & Zhong, Ning, 2022. "Omnichannel retail operations with mixed fulfillment strategies," International Journal of Production Economics, Elsevier, vol. 254(C).
    16. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
    17. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    18. Tun-I Hu & Andrea Tracogna, 2021. "Multichannel search patterns and webrooming behaviours in the service industries: the case of motor insurance," Italian Journal of Marketing, Springer, vol. 2021(1), pages 57-81, June.
    19. Shakir Goraya, M. Awais & Zhu, Jing & Akram, Muhammad Shakaib & Shareef, Mahmud Akhter & Malik, Aneela & Bhatti, Zeeshan Ahmed, 2022. "The impact of channel integration on consumers’ channel preferences: Do showrooming and webrooming behaviors matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    20. João M. Lopes & Ana Sousa & Eva Calçada & José Oliveira, 2022. "A citation and co-citation bibliometric analysis of omnichannel marketing research," Management Review Quarterly, Springer, vol. 72(4), pages 1017-1050, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:162:y:2023:i:c:s0148296323002242. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.