IDEAS home Printed from https://ideas.repec.org/a/spr/rvmgts/v18y2024i9d10.1007_s11846-023-00681-6.html
   My bibliography  Save this article

The ever-changing business of e-commerce-net benefits while designing a new platform for small companies

Author

Listed:
  • Pedro Costa

    (ISCTE-IUL)

  • Helena Rodrigues

    (ISCTE-IUL)

Abstract

Electronic commerce has allowed businesses to grow globally by breaking down barriers that many believed could not be overcome. Although large companies often outperform small and medium-sized businesses, e-commerce allows them to compete with them in some areas. Surprisingly, there is a lack of theoretical evidence regarding e-commerce net benefits for a small and medium-sized business that operates in the context of Business-to-Business. We expand the previous model of information system success by analyzing the role of game dynamics and user satisfaction in the intention to use e-commerce and its net benefits in the success of the new e-commerce platform. To help predict the success of a new e-commerce platform we collect 522 responses from a pool of clients of a small company that sells products to Hotels, Restaurants, and Cafes. Ease of use is the main variable that affects customer satisfaction and their intention to use e-commerce The company will only achieve e-commerce net benefits if these conditions are met. The results contribute to a better understanding of e-commerce net benefits while developing a new e-commerce platform and provide valuable practical contributions for small companies that have limited marketing and information systems.

Suggested Citation

  • Pedro Costa & Helena Rodrigues, 2024. "The ever-changing business of e-commerce-net benefits while designing a new platform for small companies," Review of Managerial Science, Springer, vol. 18(9), pages 2507-2545, September.
    • Handle: RePEc:spr:rvmgts:v:18:y:2024:i:9:d:10.1007_s11846-023-00681-6
    DOI: 10.1007/s11846-023-00681-6
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11846-023-00681-6
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11846-023-00681-6?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. Narasimha Rao Vajjhala & Salu George Thandekkattu, 2017. "Potential and Barriers to Adoption of B2B E-Commerce in SMEs in Transition Economies: Case of Albania," Management, University of Primorska, Faculty of Management Koper, vol. 12(2), pages 155-169.
    2. Belanche, Daniel & Casaló, Luis V. & Guinalíu, Miguel, 2012. "Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 124-132.
    3. Ma, Ruijing & Wang, Weisha, 2021. "Smile or pity? Examine the impact of emoticon valence on customer satisfaction and purchase intention," Journal of Business Research, Elsevier, vol. 134(C), pages 443-456.
    4. Ho, Mia Hsiao-Wen & Chung, Henry F.L. & Kingshott, Russel & Chiu, Chun-Chen, 2020. "Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration," Journal of Business Research, Elsevier, vol. 121(C), pages 557-566.
    5. Ha, Sejin & Stoel, Leslie, 2009. "Consumer e-shopping acceptance: Antecedents in a technology acceptance model," Journal of Business Research, Elsevier, vol. 62(5), pages 565-571, May.
    6. Hsin-Pin Fu & Hsiaoping Yeh & Rong-Ling Ma, 2018. "A study of the CSFs of an e-cluster platform adoption for microenterprises," Information Technology and Management, Springer, vol. 19(4), pages 231-243, December.
    7. Ibrahim Elbeltagi & Haseba Hamad & Jonathan Moizer & Mohamed A. Abou-Shouk, 2016. "Levels of Business to Business E-Commerce Adoption and Competitive Advantage in Small and Medium-Sized Enterprises: A Comparison Study Between Egypt and the United States," Journal of Global Information Technology Management, Taylor & Francis Journals, vol. 19(1), pages 6-25, January.
    8. Xi, Nannan & Hamari, Juho, 2019. "Does gamification satisfy needs? A study on the relationship between gamification features and intrinsic need satisfaction," International Journal of Information Management, Elsevier, vol. 46(C), pages 210-221.
    9. Alemayehu Molla & Richard Heeks & Isaac Balcells, 2006. "Adding clicks to bricks: a case study of e-commerce adoption by a Catalan small retailer," European Journal of Information Systems, Taylor & Francis Journals, vol. 15(4), pages 424-438, August.
    10. Adina Letiţia Negruşa & Valentin Toader & Aurelian Sofică & Mihaela Filofteia Tutunea & Rozalia Veronica Rus, 2015. "Exploring Gamification Techniques and Applications for Sustainable Tourism," Sustainability, MDPI, vol. 7(8), pages 1-30, August.
    11. Ron S. Kenett & Silvia Salini, 2011. "Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 27(5), pages 465-475, September.
    12. Stacie Petter & William DeLone & Ephraim McLean, 2008. "Measuring information systems success: models, dimensions, measures, and interrelationships," European Journal of Information Systems, Taylor & Francis Journals, vol. 17(3), pages 236-263, June.
    13. Gomaa Agag, 2019. "E-commerce Ethics and Its Impact on Buyer Repurchase Intentions and Loyalty: An Empirical Study of Small and Medium Egyptian Businesses," Journal of Business Ethics, Springer, vol. 154(2), pages 389-410, January.
    14. Kamel Rouibah & Paul Benjamin Lowry & Laila Almutairi, 2015. "Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait: Testing a Modified DeLone and McLean IS Success Model in an E-Commerce Context," Journal of Global Information Management (JGIM), IGI Global, vol. 23(3), pages 41-71, July.
    15. Nicolas Poggi & David Carrera & Ricard Gavaldà & Eduard Ayguadé & Jordi Torres, 2014. "A methodology for the evaluation of high response time on E-commerce users and sales," Information Systems Frontiers, Springer, vol. 16(5), pages 867-885, November.
    16. Vicki McKinney & Kanghyun Yoon & Fatemeh “Mariam” Zahedi, 2002. "The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, INFORMS, vol. 13(3), pages 296-315, September.
    17. Bridges, Eileen & Florsheim, Renée, 2008. "Hedonic and utilitarian shopping goals: The online experience," Journal of Business Research, Elsevier, vol. 61(4), pages 309-314, April.
    18. James E. Bailey & Sammy W. Pearson, 1983. "Development of a Tool for Measuring and Analyzing Computer User Satisfaction," Management Science, INFORMS, vol. 29(5), pages 530-545, May.
    19. Chen, Shu-Ching, 2012. "The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 202-210.
    20. Ron S. Kenett & Silvia Salini, 2011. "Rejoinder to ‘Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis’," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 27(5), pages 484-486, September.
    21. Robson, Karen & Plangger, Kirk & Kietzmann, Jan H. & McCarthy, Ian & Pitt, Leyland, 2016. "Game on: Engaging customers and employees through gamification," Business Horizons, Elsevier, vol. 59(1), pages 29-36.
    22. Ying Zhang & Szu-Chi Huang, 2010. "How Endowed versus Earned Progress Affects Consumer Goal Commitment and Motivation," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(4), pages 641-654, December.
    23. Muhammad Shahid Iqbal & Masood Ul Hassan & Ume Habibah, 2018. "Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1423770-142, January.
    24. repec:dau:papers:123456789/12465 is not listed on IDEAS
    25. Hartono, Edward & Li, Xiaotong & Na, Kwan-Sik & Simpson, James T., 2010. "The role of the quality of shared information in interorganizational systems use," International Journal of Information Management, Elsevier, vol. 30(5), pages 399-407.
    26. Hofacker, Charles F. & de Ruyter, Ko & Lurie, Nicholas H. & Manchanda, Puneet & Donaldson, Jeff, 2016. "Gamification and Mobile Marketing Effectiveness," Journal of Interactive Marketing, Elsevier, vol. 34(C), pages 25-36.
    27. Gronroos, Christian, 1990. "Relationship approach to marketing in service contexts: The marketing and organizational behavior interface," Journal of Business Research, Elsevier, vol. 20(1), pages 3-11, January.
    28. Nilmini Wickramansinghe & Sushil K. Sharma, 2005. "Key factors that hinder SMEs in succeeding in today's knowledge-based economy," International Journal of Management and Enterprise Development, Inderscience Enterprises Ltd, vol. 2(2), pages 141-158.
    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. Sharma, Wamika & Lim, Weng Marc & Kumar, Satish & Verma, Aastha & Kumra, Rajeev, 2024. "Game on! A state-of-the-art overview of doing business with gamification," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    2. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
    3. Hamed Taherdoost & Mitra Madanchian, 2021. "Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce," Post-Print hal-03741849, HAL.
    4. Domenico Piccolo & Rosaria Simone, 2019. "The class of cub models: statistical foundations, inferential issues and empirical evidence," Statistical Methods & Applications, Springer;Società Italiana di Statistica, vol. 28(3), pages 389-435, September.
    5. Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
    6. Jeen-Su Lim & Abdulrahman Al-Aali & John Heinrichs, 2015. "Impact of satisfaction with e-retailers’ touch points on purchase behavior: the moderating effect of search and experience product type," Marketing Letters, Springer, vol. 26(2), pages 225-235, June.
    7. Qi, Ji (Miracle) & Wang, Sijun & Lindsey Hall, Kristina K., 2023. "Bridging employee engagement and customer engagement in a service context," Journal of Business Research, Elsevier, vol. 160(C).
    8. Tibert Verhagen & Daniel Bloemers, 2018. "Exploring the cognitive and affective bases of online purchase intentions: a hierarchical test across product types," Electronic Commerce Research, Springer, vol. 18(3), pages 537-561, September.
    9. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    10. Alshehri, Abdullah, 2025. "When the recipe is more important than the ingredients, understanding factors affecting customer loyalty in unmanned convenience store using fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
    11. Feng, Wenting & Tu, Rungting & Hsieh, Peishan, 2020. "Can gamification increases consumers’ engagement in fitness apps? The moderating role of commensurability of the game elements," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    12. Verhagen, Tibert & Meents, Selmar, 2007. "A Framework for Developing Semantic Differentials in IS research: Assessing the Meaning of Electronic Marketplace Quality (EMQ)," Serie Research Memoranda 0016, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    13. Ron S. Kenett & Giancarlo Manzi & Carmit Rapaport & Silvia Salini, 2022. "Integrated Analysis of Behavioural and Health COVID-19 Data Combining Bayesian Networks and Structural Equation Models," IJERPH, MDPI, vol. 19(8), pages 1-26, April.
    14. Xi, Nannan & Hamari, Juho, 2020. "Does gamification affect brand engagement and equity? A study in online brand communities," Journal of Business Research, Elsevier, vol. 109(C), pages 449-460.
    15. Badrinarayanan, Vishag & Becerra, Enrique P. & Madhavaram, Sreedhar, 2014. "Influence of congruity in store-attribute dimensions and self-image on purchase intentions in online stores of multichannel retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1013-1020.
    16. Behl, Abhishek & Jayawardena, Nirma & Pereira, Vijay & Islam, Nazrul & Giudice, Manlio Del & Choudrie, Jyoti, 2022. "Gamification and e-learning for young learners: A systematic literature review, bibliometric analysis, and future research agenda," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    17. Zhou, Fei & Lin, Youhai & Mou, Jian & Cohen, Jason & Chen, Sihua, 2023. "Understanding the dark side of gamified interactions on short-form video platforms: Through a lens of expectations violations theory," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    18. Steven D. Sheetz & Andrea Kavanaugh & Hamida Skandrani & Edward A. Fox, 2021. "Uses and Gratifications of Political Information: Student Perceptions of Information from the 2014 Tunisian Elections," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 7(4), pages 36-44, May.
    19. Ernest Emeka Izogo & Chanaka Jayawardhena, 2019. "Building committed online shoppers through shopping goals and switching cost," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(3), pages 127-140, September.
    20. João M. Lopes & Sofia Gomes & Ivo Rodrigues, 2024. "Playing the gamification and co-creation game: a bibliometric literature review," Management Review Quarterly, Springer, vol. 74(1), pages 353-376, February.

    More about this item

    Keywords

    E-commerce; Net benefits; Game dynamics; User satisfaction; Small and medium size enterprises; Business-to-business;
    All these keywords.

    JEL classification:

    • O10 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - General

    Statistics

    Access and download statistics

    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:spr:rvmgts:v:18:y:2024:i:9:d:10.1007_s11846-023-00681-6. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.