IDEAS home Printed from https://ideas.repec.org/a/sae/sagope/v13y2023i3p21582440231191793.html
   My bibliography  Save this article

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

Author

Listed:
  • Juhani Ukko
  • Minna Saunila
  • Sariseelia Sore
  • Tero Rantala
  • Mina Nasiri

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.

Suggested Citation

  • Juhani Ukko & Minna Saunila & Sariseelia Sore & Tero Rantala & Mina Nasiri, 2023. "Exploring the Effect of E-Business Operations on E-Business Performance: Moderating Effect of Responsiveness to the Supplier," SAGE Open, , vol. 13(3), pages 21582440231, August.
  • Handle: RePEc:sae:sagope:v:13:y:2023:i:3:p:21582440231191793
    DOI: 10.1177/21582440231191793
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/21582440231191793
    Download Restriction: no

    File URL: https://libkey.io/10.1177/21582440231191793?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Junfeng Zhang, 2010. "Employee Orientation and Performance: An Exploration of the Mediating Role of Customer Orientation," Journal of Business Ethics, Springer, vol. 91(1), pages 111-121, February.
    2. N. Venkatraman & Vasudevan Ramanujam, 1987. "Planning System Success: A Conceptualization and an Operational Model," Management Science, INFORMS, vol. 33(6), pages 687-705, June.
    3. YU, Jie & Subramanian, Nachiappan & Ning, Kun & Edwards, David, 2015. "Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese e-retailers’ perspective," International Journal of Production Economics, Elsevier, vol. 159(C), pages 104-116.
    4. Weitzl, Wolfgang & Hutzinger, Clemens, 2017. "The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders," Journal of Business Research, Elsevier, vol. 80(C), pages 164-175.
    5. Anitesh Barua & Charles H. Kriebel & Tridas Mukhopadhyay, 1995. "Information Technologies and Business Value: An Analytic and Empirical Investigation," Information Systems Research, INFORMS, vol. 6(1), pages 3-23, March.
    6. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    7. Arsalan Hussain & Minhas Akbar & Arfan Shahzad & Petra Poulova & Ahsan Akbar & Rohail Hassan, 2022. "E-Commerce and SME Performance: The Moderating Influence of Entrepreneurial Competencies," Administrative Sciences, MDPI, vol. 12(1), pages 1-16, January.
    8. Chuang, Shu-Hui & Lin, Hong-Nan, 2015. "Co-creating e-service innovations: Theory, practice, and impact on firm performance," International Journal of Information Management, Elsevier, vol. 35(3), pages 277-291.
    9. Cruz-Ros, Sonia & Gonzalez-Cruz, Tomas F., 2015. "Service firm capabilities and performance: Contingent analysis of customer contact," Journal of Business Research, Elsevier, vol. 68(7), pages 1612-1621.
    10. Omar, Suha & Mohsen, Kholoud & Tsimonis, Georgios & Oozeerally, Adam & Hsu, Jen-Hsien, 2021. "M-commerce: The nexus between mobile shopping service quality and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    11. Zhu, Zhen & Zhao, Jing & Bush, Ashley A., 2020. "The effects of e-business processes in supply chain operations: Process component and value creation mechanisms," International Journal of Information Management, Elsevier, vol. 50(C), pages 273-285.
    12. Xu, Xun & Zeng, Shuo & He, Yuanjie, 2017. "The influence of e-services on customer online purchasing behavior toward remanufactured products," International Journal of Production Economics, Elsevier, vol. 187(C), pages 113-125.
    13. Sreejith Kumar Krishnakumar & Rajiv Kishore & Nallan C. Suresh, 2022. "Expansive or focused attention? An exploration–exploitation perspective on e‐Business systems and firm performance," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 2038-2066, May.
    14. Xu, Xun & Munson, Charles L. & Zeng, Shuo, 2017. "The impact of e-service offerings on the demand of online customers," International Journal of Production Economics, Elsevier, vol. 184(C), pages 231-244.
    15. Aydiner, Arafat Salih & Tatoglu, Ekrem & Bayraktar, Erkan & Zaim, Selim, 2019. "Information system capabilities and firm performance: Opening the black box through decision-making performance and business-process performance," International Journal of Information Management, Elsevier, vol. 47(C), pages 168-182.
    16. Yu, Wantao & Jacobs, Mark A. & Salisbury, W. David & Enns, Harvey, 2013. "The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective," International Journal of Production Economics, Elsevier, vol. 146(1), pages 346-358.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prajogo, Daniel & Toy, Jordan & Bhattacharya, Ananya & Oke, Adegoke & Cheng, T.C.E., 2018. "The relationships between information management, process management and operational performance: Internal and external contexts," International Journal of Production Economics, Elsevier, vol. 199(C), pages 95-103.
    2. Jacobs, Mark A. & Yu, Wantao & Chavez, Roberto, 2016. "The effect of internal communication and employee satisfaction on supply chain integration," International Journal of Production Economics, Elsevier, vol. 171(P1), pages 60-70.
    3. Li, Ying & Dai, Jing & Cui, Li, 2020. "The impact of digital technologies on economic and environmental performance in the context of industry 4.0: A moderated mediation model," International Journal of Production Economics, Elsevier, vol. 229(C).
    4. Gruber, Marc, 2007. "Uncovering the value of planning in new venture creation: A process and contingency perspective," Journal of Business Venturing, Elsevier, vol. 22(6), pages 782-807, November.
    5. Patrick Klein & Bastian Popp, 2022. "Last-Mile Delivery Methods in E-Commerce: Does Perceived Sustainability Matter for Consumer Acceptance and Usage?," Sustainability, MDPI, vol. 14(24), pages 1-27, December.
    6. Vyt, Dany & Jara, Magali & Mevel, Olivier & Morvan, Thierry & Morvan, Nélida, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," International Journal of Production Economics, Elsevier, vol. 248(C).
    7. Subramanian, Nachiappan & Gunasekaran, Angappa & Gao, Yanan, 2016. "Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: an empirical study," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 201-210.
    8. Dany Vyt & Magali Jara & Olivier Mevel & Thierry Morvan & Nélida Morvan, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," Post-Print halshs-03624658, HAL.
    9. Dr.Muganda Munir Manini & Dr.Umulkher Ali Abdillahi, 2023. "Does the Internal Control Environment Drive the Performance of Cooperatives? A PLS-SEM Perspective," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(7), pages 721-745, July.
    10. Ting Kong & Taiwen Feng & Baofeng Huo, 2021. "Green supply chain integration and financial performance: A social contagion and information sharing perspective," Business Strategy and the Environment, Wiley Blackwell, vol. 30(5), pages 2255-2270, July.
    11. Chuang, Shu-Hui & Lin, Hong-Nan, 2015. "Co-creating e-service innovations: Theory, practice, and impact on firm performance," International Journal of Information Management, Elsevier, vol. 35(3), pages 277-291.
    12. Yu, Wantao & Chavez, Roberto & Jacobs, Mark A. & Feng, Mengying, 2018. "Data-driven supply chain capabilities and performance: A resource-based view," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 371-385.
    13. Anindita Chakravarty & Rajdeep Grewal & V. Sambamurthy, 2013. "Information Technology Competencies, Organizational Agility, and Firm Performance: Enabling and Facilitating Roles," Information Systems Research, INFORMS, vol. 24(4), pages 976-997, December.
    14. Wang, Yacan & Zhu, Quan & Krikke, Harold & Hazen, Benjamin, 2020. "How product and process knowledge enable consumer switching to remanufactured laptop computers in circular economy," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    15. Erkan Bayraktar & Ekrem Tatoglu & Arafat Salih Aydiner & Dursun Delen, 2024. "Business Analytics Adoption and Technological Intensity: An Efficiency Analysis," Information Systems Frontiers, Springer, vol. 26(4), pages 1509-1526, August.
    16. Yu, Wantao & Jacobs, Mark A. & Chavez, Roberto & Yang, Jiehui, 2019. "Dynamism, disruption orientation, and resilience in the supply chain and the impacts on financial performance: A dynamic capabilities perspective," International Journal of Production Economics, Elsevier, vol. 218(C), pages 352-362.
    17. Adam Maiga & Anders Nilsson & Fred Jacobs, 2014. "Assessing the impact of budgetary participation on budgetary outcomes: the role of information technology for enhanced communication and activity-based costing," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 25(1), pages 5-32, September.
    18. Minna Saunila & Juhani Ukko & Jorma Kinnunen, 2024. "Sustainability partnership as a moderator in the relationship between business sustainability and firm competitiveness," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 123-133, February.
    19. Mashalah, Heider Al & Hassini, Elkafi & Gunasekaran, Angappa & Bhatt (Mishra), Deepa, 2022. "The impact of digital transformation on supply chains through e-commerce: Literature review and a conceptual framework," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 165(C).
    20. Thomas Schaefer & Thomas Guenther, 2016. "Exploring strategic planning outcomes: the influential role of top versus middle management participation," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 27(2), pages 205-249, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:sagope:v:13:y:2023:i:3:p:21582440231191793. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.