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Journal of Organizational Computing and Electronic Commerce 22

Editors:Clyde W. Holsapple
Publisher:Taylor & Francis
Standard No:ISSN 1091-9392 (print) 1532-7744 (online)
Links:Table of Contents
  1. JOCEC 2012-01 Volume 22 Issue 1
  2. JOCEC 2012-04 Volume 22 Issue 2
  3. JOCEC 2012-07 Volume 22 Issue 3
  4. JOCEC 2012-11 Volume 22 Issue 4

JOCEC 2012-01 Volume 22 Issue 1

A Theoretical Framework for Consumer E-Satisfaction and Site Stickiness: An Evaluation in the Context of Online Hotel Reservations BIBAFull-Text 1-37
  Greta L. Polites; Clay K. Williams; Elena Karahanna; Larry Seligman
E-satisfaction, defined in this study as overall satisfaction with an e-vendor's website, is considered an important factor in encouraging loyalty to that site. Yet, to date, findings have varied tremendously, in both the strength of the satisfaction-loyalty relationship and factors surrounding it. We approach the study of e-satisfaction and e-loyalty (here termed "site stickiness") from a site-specific perspective, meaning that we focus on consumer perceptions of satisfaction with, and loyalty toward, the information technology (IT) artifact (website) itself, excluding outside influences, such as offline interactions with the e-vendor and postconsumption experiences. We further seek to understand the satisfaction-stickiness relationship in the context of the hospitality industry, where loyalty programs are believed to play a key role in impacting consumer behavior. We ground our research model in Bagozzi's 1992 framework of the self-regulation of attitudes, intentions, and behavior, and test it using a survey of 4838 consumers who visited a large hotel chain's website for the specific purpose of researching room rates and availability as a prelude to booking a room. Results generally support the proposed model. Post hoc analyses indicate that while trust is not a significant direct predictor of satisfaction, it negatively moderates the value-satisfaction relationship. Loyalty card membership, while an important predictor of site stickiness, does not moderate the satisfaction-stickiness relationship as suggested in prior research. This indicates further research is necessary to explore other ways of conceptualizing the impact of loyalty programs, such as investigating member vestedness.
Why Do Consumers Go Internet Shopping Again? Understanding the Antecedents of Repurchase Intention BIBAFull-Text 38-63
  Yue-Yang Chen
Consumer intention of reusing online websites for shopping is a major consequence for an electronic commerce company's profitability. Therefore, understanding the factors that influence online customers' repurchase intentions is of great importance to the EC companies. Drawing on specific dimensions of Social Cognitive Theory (SCT), Information Systems continuance model, Technology Acceptance Model (TAM), and empirical findings from prior studies as antecedents, the related factors were adapted and integrated within the context of Internet shopping repurchase intentions and were tested in a field study. Empirical data for hypotheses testing were collected from the online virtual store of 7-ELEVEN in Taiwan, yielding 444 valid samples. The results show that online consumer repurchase intention is determined by satisfaction, perceived usefulness, perceived ease of use, and Internet shopping self-efficacy. Satisfaction is influenced by perceived usefulness, perceived ease of use, confirmation, and positive Internet shopping experience. Perceived usefulness, in turn, is influenced by behavior modeling, positive Internet shopping experience, Internet shopping self-efficacy, and confirmation. Confirmation is affected by positive Internet shopping experience and behavior modeling. In addition, confirmation has significant effects on perceived ease of use. Finally, positive Internet shopping experience appeared to have a significant impact on Internet shopping self-efficacy. From the empirical data, meaningful findings and conclusions are derived, and suggestions for future research are also discussed.
A Cross-National Study on Online Consumer Perceptions, Trust, and Loyalty BIBAFull-Text 64-86
  Sonia San-Martín; Carmen Camarero
This article analyzes the validity of signaling theory and relationship marketing in e-commerce and in two different countries with different stages of technology development. We advance a model that reflects the role played by website characteristics as determinant factors of trust and loyalty to the website. The model is tested for young Internet users. It is examined in Spanish and Japanese contexts to ascertain whether any differences emerge due to differing cultures and shopping contexts. Results reveal few differences between Spain and Japan, despite their contrasting development of e-commerce and Information and Communication Technologies (ICT). Customer service is the most important website signal to engender trust, a feature closely linked to loyalty both in Japan and Spain. However, reputation seems more important when engaging Japanese buyers' trust, whereas only website design has an impact on Spanish buyers' trust.
Power-Dependence and Reseller Influence on SMEs' Continued Use of Online Direct Sales Channels: An Empirical Study BIBAFull-Text 87-106
  Xiaolin Li; Suvankar Ghosh
A dual-channel model with a physical sales channel and an online direct sales channel (ODSC) frequently causes channel conflicts. Small- and medium-sized enterprises (SMEs) using such a model may be forced to suspend ODSC to ease conflicts and maintain traditional resellers. From a channel conflict perspective, this study investigates a few critical factors underlying SMEs' intention to continue with an existing ODSC. We develop a research model by integrating power-dependence theory and the technology acceptance model. Then we construct and administer a survey to a sample of US SMEs currently using the dual-channel model. Partial least squares regression is employed to analyze the data and evaluate the impact of four key factors on SMEs' continuance of ODSCs: perceived business value of ODSCs, perceived ease of continuance with ODSCs, reseller dependence, and reseller forceful actions. Findings of the study contribute to the understanding of supplier-reseller relationships and continued use of information technologies among SMEs.
Contributors to JOCEC's Content Quality BIBFull-Text 107-110
  Clyde W. Holsapple

JOCEC 2012-04 Volume 22 Issue 2

Silence or Knowing in IT-Facilitated Face-to-Face Meetings BIBAFull-Text 111-131
  Arjan Raven; Omar A. El Sawy
An increasing proportion of work in organizations has shifted from repetitive, structured, individually focused activities to what is now known as knowledge work. This has been accompanied by a stronger need for collaboration and coordination as well as new information technology (IT) tools. It has changed the nature of face-to-face meetings and the ways in which IT can support them. This study investigates how shared knowledge creation (SKC) operates and is supported by IT in face-to-face meetings. Two scenarios, "Silence" and "Knowing," are used to illustrate the extremes of the types of collaboration that can take place. The article extends Wenger's theory of communities of practice to the domain of IT-facilitated face-to-face meetings. It develops and operationalizes the community-behavior constructs of participation and documentation reification in this context. The article develops a number of hypotheses around SKC effectiveness. The hypotheses are tested in the context of new product development practices in two companies. The empirical results show that community behavior leads to higher speed of SKC and higher quality of output from SKC. The study further indicates that IT tools affect participation and documentation reification differently. IT tools are shown to only work for participation during formal meetings. The study shows the importance for a team to act as a community of practice in the SKC environment as well as the need for new IT tools and the better use of existing tools. The article concludes with implications for practice and research for IT support in face-to-face meetings.
Are You Still with Us? A Study of the Post-Adoption Determinants of Sustained Use of Mobile-Banking Services BIBAFull-Text 132-159
  Hyunjeong Kang; Min Jae Lee; Jin Kyu Lee
This research develops and empirically tests a theoretical model that explains sustained use of mobile banking services. While an extensive array of research has examined various theoretical antecedents of the intention to adopt and use new technologies, only a handful of studies have examined the extent of current usage of a system. Moreover, despite the huge market potential of and recent technological advancements seen in the mobile-commerce market, little is known about the factors that can influence sustained use of integrated mobile financial services after adoption. The present research examines the extent of mobile banking service usage of 370 Korean mobile-baking users in the post-adoption stage. The results of the study indicate that perceived usability, channel preference, and perceived value are three major determinants of sustained mobile banking use. The model further extends and explains that good menu design is a dominant factor in perceived usability of m-banking services, while low monetary costs (i.e., charges and fees) and provision of various banking functions can improve m-banking users' perception of the value of m-banking services. Along with the suggested model, the presented case of factors promoting successful m-banking services will help many mobile industries around the world envisage a successful and stable mobile-financial services market and accelerate their development. Implications of the findings and future research directions are also discussed.
eBay as the "Terminator": Determining User Suspension From Feedback Ratings BIBAFull-Text 160-183
  Stephen C. Hayne; Haonan Wang; Sybil Mendonca
Good reputations are won and lost by individuals and companies in various forms on the Internet. eBay has the earliest and most well-known formal ecommerce reputation system and "terminates" members who do not play by the rules. We examine a dataset of 102,035 Not-A-Registered-User (NARU) eBay account feedback ratings from eight different countries. Careful investigation of feedback density over time reveals that threshold values for termination can be detected from feedback history. Several modeling approaches are studied and the Local Polynomial Regression Model (LPRM) is chosen for analysis because it is data driven and no prespecified parametric functional form is assumed. Analyzing US data, we find that large-volume sellers have a higher overall negative feedback compared to those of medium volume sellers. We use the second derivative of the LPRM to explicitly determine the threshold points, that is, the point where a seller's negative feedback increases significantly. These thresholds vary from as much as 18.5 weeks prior to termination (for Medium sellers), to as little as 8.5 weeks (for Large sellers). We find similar results in the other countries. These threshold points provide valuable information for buyers when choosing a seller. Our analysis suggests that eBay's termination policy appears to be correlated to fee revenue.
Context-Sensitive Access Control Model for Government Services BIBAFull-Text 184-213
  Stevan Gostojic; Goran Sladic; Branko Milosavljevic; Zora Konjovic
During the past two decades, e-government information systems have become less paper-based and more computer-based. Those information systems usually take the form of workflow systems. Due to the large social impact of e-government systems, computer security plays a pivotal role in ensuring its efficiency and effectiveness. Access control is one of the key aspects of computer security. Current access control models do not take into account the context of the system and its environment. In this article, we argue that a formal context-sensitive access control model can improve the development of e-government workflow systems and present a particular context-sensitive access control model. The subject of the article is a specification of the context-sensitive access control model for business processes (COBAC). By using a context-sensitive access control, it is possible to define more sophisticated access control policies that cannot be implemented by existing access control models. The COBAC's context is modeled using Web Ontology Language (OWL) in order to provide formal representation of context, rich representation of diverse contextual information, semantic interoperability between various context-aware systems, and a high degree of inference making. The presented model is applicable in different e-government systems, and supports the definition of access control policies for both simple and complex business processes. The model's prototype is verified by a case study on a real e-government business process -- the national petty offense trial proceedings.

JOCEC 2012-07 Volume 22 Issue 3

Beyond Adoption Intention: Online Communities and Member Motivation to Contribute Longitudinally BIBAFull-Text 215-236
  Xuequn Wang; Paul F. Clay
As online communities become increasingly relevant to business, it is critical to understand how to support contributors' motivation to contribute content longitudinally. In this article, we draw on existing literature on motivation and technology characteristics to conceptualize a model of longitudinal content contribution. We view longitudinal content contribution as a recursive process of interaction between contributors, other participants, and the IT artifacts of online communities. Our study has several important theoretical contributions: first, our study argues that different types of motivation exist and we need to understand how to support contributors' autonomous motivation; second, our study adds the time dimension to content contribution; third, our study clarifies the path from content contribution to motivation; forth, our study helps explain why some rewards can be detrimental to contributors' motivation. Future studies are needed to extend our model and test the propositions from our model.
What a Difference a Year Makes: Time Lag Effect of Information Technology Investment on Firm Performance BIBAFull-Text 237-255
  Matt Campbell
How long does it take for a firm to realize the performance benefits of its IT investment? This article explores the time lag effects of IT investment on firm performance. Using longitudinal data of 1421 firm-time observations over a period of six years (1991-1996) as the initial time point of IT investment, we examined time lag effect on firm performance in a five-year time window. The performance data for the sample spans 12 years, from 1989 to 2000. The results demonstrate a strong support for time lag effects on the relationship between IT investment and firm performance. Specifically, our study found that it took an average of approximately three to four years after the year of investment for the firms in our sample to realize the greatest performance benefits. The findings offer useful implications for researchers and managers to better understand the link between IT and firm performance so that they can make wiser decisions to maximize the business value of their investments.
Measuring Electronic Commerce Technology-Enabled Business Value: An Empirical Investigation BIBAFull-Text 256-279
  M. Adam Mahmood; Mikko Siponen; Francisco J. López; Anthony Vance
This research investigates whether firms using e-commerce technologies are successful in generating business value and, if so, which e-commerce drivers determine this success and how firms should use these drivers. There is no systematic empirical evidence in the IT productivity and business value literature regarding the payoffs a business receives from its e-business initiatives. The current research contributes to the literature in the e-commerce area by identifying a set of e-business value constructs, incorporating these constructs in a model in a manner not done before, and empirically validating the model using an Analysis of MOment Structures (AMOS)/Structural Equation Modeling (SEM) analysis. The present research also contributes to the e-business value literature by providing insights into causal relationships among Rogers' innovation and diffusion theory (IDT) factors. This is the first time a research study has empirically established comprehensive causal relationships among these factors. The SEM analysis of the model indicates that the proposed model is able to explain e-commerce success utilizing the constructs identified and grounded using IT business value literature and Rogers' IDT. We conclude by summarizing its contributions to the IT literature, in general, and the e-business literature, in particular, and by providing insights for practice and suggestions for future research.
E-Business Maturity: Constraints Associated With Their Evolution BIBAFull-Text 280-300
  Elisabete Paulo Morais; José Adriano Pires; Ramiro Moreira Gonçalves
To compete effectively in the e-business world, an organization must structurally transform its internal foundation. This structural change requires an organization to develop an innovative e-business strategy, focusing on speed to market and breakthrough execution. Despite the recognition and care that in recent years has been dedicated to e-business, there remains a need for continuing research efforts that seek to better understand constraints on the evolution of an organization to a state that can take advantage of e-business possibilities. There is a special need for this when considering small and medium enterprises, or businesses in developing countries. To minimize risk exposure from e-business initiatives, it is imperative for an organization to identify potential constraints on e-business evolution. In this setting, we develop a research model that involves e-business constraints and e-business maturity. We classify the constraints into the categories of environment constraints, organizational constraints, and technological constraints. Our results indicate that there are constraints that can be more or less problematic, depending on the stage of maturity. The results are also quite different in large organizations versus Small and Medium Enterprises.

JOCEC 2012-11 Volume 22 Issue 4

Organizational Adoption of Web 2.0 Technologies: An Empirical Analysis BIBAFull-Text 301-333
  Terence J. V. Saldanha; M. S. Krishnan
While Web 2.0 technologies such as blogs, wikis, and social networks have been popular in the consumer space, there is significant variation in adoption of Web 2.0 technologies in business. Yet, little is known about why firms adopt Web 2.0 technologies. There is a paucity of empirical research examining the antecedents of the use of Web 2.0 technologies in organizations. Drawing on the Technological-Organizational-Environmental theoretical framework, our study presents and empirically tests a model of factors associated with organizational adoption of Web 2.0 technologies. We find that importance to open standards is positively associated with the propensity for adoption of Web 2.0 technologies. Further, larger organizations are found to have a higher propensity for adoption. Finally, industry knowledge intensity is found to be positively associated with a higher propensity for adoption. Our results suggest that open architectures, firm size, and industry knowledge intensity play pivotal roles in Web 2.0 technology adoption. The study sheds light on antecedents of organizational adoption of Web 2.0 technologies and can help researchers and practitioners build an understanding of what factors are likely to motivate firms to adopt Web 2.0 technologies.
Management's Worldview: Four Critical Points about Reality, Language, and Knowledge Building to Improve Organization Performance BIBAFull-Text 334-346
  Bartley J. Madden
From the perspective of hindsight, many researchers have ascribed plausible reasons as to why various firms have prospered and others failed. Some have gone further and worked at understanding how a specific management viewed the world at the time decisions were being made. But, the real challenge is to make progress toward useful guideposts so management can develop a worldview that better equips them to improve firm performance in the future. Without such guideposts, organizational computing, analytics (i.e., fact-based problem solving), and other modern initiatives may lose their way or not reach their full potential for improving firm performance. In the direction of useful guideposts, this article advances four points about reality, language, and knowledge building, which have been underutilized as a means to develop insights for solving business problems and constructing viable strategies. The rationale for these four complementary points is explained in terms of the management decisions behind the growth of Walmart, the successful restructuring of IBM, and the eventual bankruptcy of Kmart. Ideally, leaders should be mindful of these points and strive to ingrain them in the firm's culture. Doing so can lead to improved effectiveness in both strategies and the systems to implement those strategies -- ultimately paying dividends in terms of firm performance.
Information Systems as a Professional Discipline: Focus on the Management of Information Technology BIBAFull-Text 347-360
  Gezinus J. Hidding
This article discusses the identity crisis in the Information Systems (IS) academic discipline. It reviews how Kuhn's (1970) concepts of paradigm and (normal) science apply to IS and argues that IS's scope is too broad and too disconnected from practice. The article proposes that IS become a professional discipline, guided by issues faced by providers and managers of Information Technology (IT). IS research would center on the management of provisioning, operation, and maintenance of IT artifacts. IS researchers would be practitioners similar to those in other professional fields, particularly medicine. The article contains a sample of potential research questions for IS as a professional discipline. Given the ubiquity of IT, the debate about IS identity is as important as ever. This article contributes insights to the debate, in the direction of facilitating a healthy discipline that enables productive and efficient use of IT resources, plus rewarding jobs for its practitioners, educators, and researchers.
Data Cleansing Decisions: Insights from Discrete-Event Simulations of Firm Resources and Data Quality BIBAFull-Text 361-393
  Yibai Li; K. D. Joshi
The cost of poor data quality has been measured in the billions of dollars annually. However, deriving coherent data cleansing strategies to improve data quality is challenging because it is often difficult to justify the financial and human capital cost involved in cleaning data. But those who have planned and designed an effective approach to cleaning data report significant benefits. Although extant literature has extensively focused on data quality issues, little attention has been directed toward providing decision-making techniques that help practitioners determine the cost and benefits of adopting data-cleansing approaches. This study advances an approach that illustrates how discrete-event simulation can be used as a decision tool for making data-cleansing decisions, by understanding the interactions among the firms' resources and performance outcomes. To our knowledge, this is one of the first studies to apply discrete-event simulation for evaluating data-cleansing approaches. The article contributes to an understanding of how various organizational resources interact within, and between, two data-cleansing approaches to drive performance outcomes. Simulation approaches such as the one examined here reveal how the complexity of interactions among such factors can produce results that are difficult to anticipate using other approaches.