Business to customer (B2C) e-commerce implementation process: a case study experience in fashion and apparel business in Malaysia

Deborah Libu Paris, Mahadi Bahari and Noorminshah A. Iahad

International Journal of Business Information Systems, 2018, vol. 29, issue 1, 92-105

Abstract: Despite various studies conducted on the implementation of business-to-customer (B2C) e-commerce, prior studies presumed that the B2C e-commerce implementation as a 'plug and play' exercise rather than a process-based. This paper presents a framework for the implementation process of B2C e-commerce in a fashion and apparel business. Based on qualitative research approach using a case study and summary of experience, a framework for the implementation process of B2C e-commerce is proposed. The model describes the characteristics of 14 implementation factors that occurred during Lewin's and Kotter's phases of implementation. Although the model's generalisability is limited, it offers a guideline for the existing and future senior managers of B2C e-commerce in fashion and apparel business. This model helps managers to identify the highlights in each phase of the B2C e-commerce implementation process.

Keywords: implementation process; business-to-customer (B2C); e-commerce; Kotter's model; Lewin's model; case study; Malaysia. (search for similar items in EconPapers)
Date: 2018
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