An empirical research of the creative process of collaborative e-business capability in service industry

Yi Jiang and Jing Zhao

International Journal of Networking and Virtual Organisations, 2012, vol. 10, issue 1, 73-87

Abstract: In the service industry, the creative process of a firm's collaborative e-business capability has already become the key focus of enterprises and academic circles. From the view of e-business process, this paper, together with the theory of resource-based view (RBV), demonstrates the formation of collaborative e-business capability in the e-CRM process. We find that the integration of IT resources is the foundation for the creation of e-business capability and IT knowledge integration capability, serving as a kind of internal e-business capability, and fully mediates the creation of collaborative e-business capability. This study is expected to help managers in planning internal and external resources and make contributions to the research perspective on e-business capability.

Keywords: e-business capability; ICT; information technology; communications technology; ICT resources; service industries; creative processes; collaborative business; collaboration; RBV; resource-based view; electronic business; customer relationship management; CRM; e-CRM; electronic CRM; resource integration; knowledge integration; managers; resource planning; internal resources; external resources; inter-organisational capabilities; China; networks; virtual organisations; web based organisations; online organisations; networking; world wide web; internet. (search for similar items in EconPapers)
Date: 2012
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