Exploring the Effect of E-Business Operations on E-Business Performance: Moderating Effect of Responsiveness to the Supplier

Juhani Ukko, Minna Saunila, Sariseelia Sore, Tero Rantala and Mina Nasiri

SAGE Open, 2023, vol. 13, issue 3, 21582440231191793

Abstract: Extant research on service operations has called for investigating the link between e-retailers’ e-business operations and e-business performance. In addition to investigating this link, this study examined whether such links are moderated by an e-retailer’s responsiveness to the supplier. Since, as previous studies have shown, web store suppliers play an essential role in e-retailers’ value creation, it is important to study how the cooperation between the parties works. The data were collected from Finnish e-retailers through a survey, and the results revealed that one component of e-business operations, namely customer orientation, significantly impacts both the e-retailer’s financial and operational performance, while service maintenance and customization do not affect e-business performance. Responsiveness to the supplier, it was also found, exerts a statistically significant positive moderating effect on the relationship between the e-retailer’s customer orientation and financial performance. Moreover, to boost e-business performance, web store suppliers could take a more active part in e-retailers’ business operations. By focusing on the link between web store suppliers and e-retailers, this study brings awareness to the less-studied role of web store suppliers in e-retailers’ performance and offers a new perspective.

Keywords: e-business; customer orientation; operations; performance; responsiveness; buyer-supplier relationship (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:13:y:2023:i:3:p:21582440231191793

DOI: 10.1177/21582440231191793

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