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Customization and real time information access in integrated eBusiness supply chain relationships
Author(s) -
Klein Richard
Publication year - 2007
Publication title -
journal of operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.649
H-Index - 191
eISSN - 1873-1317
pISSN - 0272-6963
DOI - 10.1016/j.jom.2007.03.001
Subject(s) - vendor , personalization , supply chain , business , service provider , information exchange , electronic business , service (business) , customer relationship management , the internet , supply chain management , process management , knowledge management , marketing , computer science , telecommunications , world wide web , business model
eBusiness enabled information systems and technology have proliferated with the diffusion and technological advances of the Internet. This research examines supply chain management relationships between service providers and clients, focusing on the performance impacts of (1) the level of customization implemented by clients using vendor provided eBusiness solutions and (2) the subsequent real time access achieved with respect to operational information maintained by vendors. The study also focuses on the impacts of the provider's information exchange behavior and both parties’ level of trust. Using dyadic data collected from a logistics services provider and 91 clients, findings show that the level of customization and real time information access has a direct positive impact on performance outcomes realized by both. Additionally, results demonstrate that provider's level of trust in the client positively influences their information exchange behavior, and in turn, information exchange behavior positively impacts client customizations.