Implementing e-business through eListening in the Spanish information technology industry

Juan G. Cegarra-Navarro and Maria Teresa Sánchez-Polo

The Service Industries Journal, 2007, vol. 29, issue 8, 1135-1149

Abstract: Listening to customers and translating what is heard into an action plan is a mark of a successful organization. This article suggests eListening as the core for the possibility of business performance and illustrates this suggestion with an empirical study. In order to achieve this, we examine the relative importance and significance of e-business and the level of eListening-related performance through an empirical investigation of 285 enterprises in the Spanish information technology industry. The results are then calculated using structural equation modelling validated by factor analysis. This leads to the main conclusion that a major organization's ‘business performance’ is unlikely to be successful without embracing eListening.

Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:29:y:2007:i:8:p:1135-1149

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DOI: 10.1080/02642060902764707

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