Arvind Malhotra

E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality

Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection revealed that two different scales were necessary for capturing electronic service quality. The basic E-S-QUAL scale developed in the research is a 22-item scale of four dimensions: efficiency, fulfillment, system availability, and privacy. The second scale, E-RecS-QUAL, is salient only to customers who had nonroutine encounters with the sites and contains 11 items in three dimensions: responsiveness, compensation, and contact. Both scales demonstrate good psychometric properties based on findings from a variety of reliability and validity tests and build on the research already conducted on the topic. Directions for further research on electronic service quality are offered. Managerial implications stemming from the empirical findings about E-S-QUAL are also discussed.

Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge

Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

Technology adaption: the case of a computer-supported inter-organizational virtual team 1

The adaptation process for new technology is not yet well understood. This study analyzes how an inter-organizational virtual team, tasked with creating a highly innovative product over a 10 month period, adapted the use of a collaborative technology and successfully achieved its challenging objectives. The study of such a virtual team is especially useful for extending our understanding of the adaptation process as virtual teams have more malleable structures than typical organizational units and controlled group experiments. Data were obtained from observations of weekly virtual meetings, electronic log files, interviews, and weekly questionnaires administered to team members. We found that the team initially experienced significant misalignments among the pre-existing organizational environment, group, and technology structures. To resolve these misalignments, the team modified the organizational environment and group structures, leaving the technology structure intact. However, as the team proceeded, a series of events unfolded that caused the team to reevaluate and further modify its structures. This final set of modifications involved reverting back to the pre-existing organizational environment, while new technology and group structures emerged as different from both the pre-existing and the initial ones. A new model of the adaptation process-one that integrates these findings and those of several previous models-is proposed.

Absorptive capacity configurations in supply chains: gearing for partner-enabled market knowledge creation

The need for continual value innovation is driving supply chains to evolve from a pure transactional focus to leveraging interorganizational partner ships for sharing information and, ultimately, market knowledge creation. Supply chain partners are (1) engaging in interlinked processes that enable rich (broad-ranging, high quality, and privileged) information sharing, and (2) building information technology infrastructures that allow them to process information obtained from their partners to create new knowledge. This study uncovers and examines the variety of supply chain partnership configurations that exist based on differences in capability platforms, reflecting varying processes and information systems. We use the absorptive capacity lens to build a conceptual framework that links these configurations with partner-enabled market knowledge creation. Absorptive capacity refers to the set of organizational routines and processes by which organizations acquire, assimilate, transform, and exploit knowledge to produce dynamic organizational capabilities. Through an exploratory field study conducted in the context of the RosettaNet consortium effort in the IT industry supply chain, we use cluster analysis to uncover and characterize five supply chain partnership configurations (collectors, connectors, crunchers, coercers, and collaborators). We compare their partner-enabled knowledge creation and operational efficiency, as well as the shortcomings in their capability platforms and the nature of information exchange. Through the characterization of each of the configurations, we are able to derive research propositions focused on enterprise absorptive capacity elements. These propositions provide insight into how partner-enabled market knowledge creation and operational efficiency can be affected, and highlight the interconnected roles of coordination information and rich information. The paper concludes by drawing implications for research and practice from the uncovering of these configurations and the resultant research propositions. It also highlights fertile opportunities for advances in research on knowledge management through the study of supply chain contexts and other interorganizational partnering arrangements.

Coordinating for Flexibility in e-Business Supply Chains

The widespread use of information technology (IT) to create electronic linkages among supply chain partners with the objective of reducing transaction costs may have unintended adverse effects on supply chain flexibility. Increasing business dynamics, changing customer preferences, and disruptive technological shifts pose the need for two kinds of flexibility that interenterprise information systems must address--the ability of interenterprise linkages to support changes in offering characteristics (offering flexibility) and the ability to alter linkages to partner with different supply chain players (partnering flexibility). This study explores how enterprises in supply chains may forge supply chain linkages that enable both types of flexibility jointly, and allow them to deal with ubiquitous change. Drawing on March and Simons coordination theory, we propose two design principles: (1) advance structuring of interorganizational processes and information exchange that allows partnering organizations to be loosely coupled, and (2) IT-supported dynamic adjustment that allows enterprises to quickly sense change and adapt their supply chain linkages. This study reports on a survey of 41 supply chain relationships in the IT industry. For design principle, our empirical investigation of factors shows (1) that modular design of interconnected processes and structured data connectivity are associated with higher supply chain flexibility, and (2) that deep coordination-related knowledge is critical for supply chain flexibility. Also, sharing a broad range of information with partners is detrimental to supply chain flexibility, and organizations should instead focus on improving the quality of information shared. For industry managers, the study provides clear insights for information infrastructure design. To manage their interdependencies, enterprises need to encapsulate their interconnected processes in modular chunks, and support these with IT platforms for information exchange in structured formats. Enterprises also need to nurture their execution capabilities by putting in place the information systems to process information exchanged with partners, augmenting their understanding of factors such as how partner actions need to trigger adaptive responses. For researchers, the study initiates a new stream of theorizing that focuses on the role of the information infrastructure in managing the tension between competing goals of offering flexibility and partnering flexibility.

Radical innovation without collocation: a case study at Boeing-Rocketdyne

This paper describes how a unique type of virtual team, deploying a computer-mediated collaborative technology, developed a radically new product. The uniqueness of the team-what we call VC3 teams, for Virtual Cross-value-chain, Creative Collaborative Teams-stemmed from the fact that it was inter-organizational and virtual, and had to compete for the attention of team members who also belong to collocated teams within their own organizations. Existing research on virtual teams does not fully address the challenges of such VC3 teams. Using the case of Boeing-Rocketdyne, we describe the behavior of members of a VC3 team to derive implications for research on virtual teaming, especially for studying teams within emerging contexts such as the one we observed. The data we collected also allowed us to identify successful managerial practices and develop recommendations for managers responsible for such teams.

IT-intensive value innovation in the electronic economy: insights from Marshall industries

The emerging electronic economy is bringing with it new forms of IT-enabled intermediation, virtual supply chains, rapidly changing electronic commerce technologies, increasing knowledge intensity, and unprecedented sensitivity for time-to-market by customers. Customers are demanding more value, customized to their exact needs, at less cost, and as quickly as possible. The enterprises that will survive in such a demanding environment will need to innovate and invent new ways of creating value, and will require different enterprise architectures and different IT infrastructures. This article focuses on providing a framework for guiding an enterprise as it transforms itself to function more effectively in the electronic economy. Using the distribution industry in general and Marshall Industries in particular as a context, the article draws insights for transforming an extended enterprise’s architecture and its IT infrastructure to enable new ways of creating value in the electronic economy. The article provides a staged junction box model for guiding the transformation, and also articulates the elements of the new value logic for enterprises in the electronic economy.

Leveraging Standard Electronic Business Interfaces to Enable Adaptive Supply Chain Partnerships

Adaptive supply chain partnerships are a key factor in driving the ability of extended enterprise partners to achieve long-term goals in an environment characterized by disruptive environmental shifts. Adaptive extended enterprise arrangements allow participating enterprises to leverage their combined assets for collective exploration and exploitation. In the context of extended enterprises, where significant investments have been directed toward instituting common interfaces, this study examines the question: How does the use of standard electronic business interfaces (SEBIs) enable supply chain partnerships to become more adaptive? This study conceptualizes the use of SEBIs as a boundary-spanning mechanism that helps overcome boundaries that impede knowledge transfer between enterprises in supply chains. SEBIs enables partners to gain insight into their broader environments, enriching each partners perspective (enhanced bridging). SEBIs also help strengthen the cooperative ties between partners, motivating each partner to adapt for collective gain (enhanced bonding). Our research model is empirically tested using data collected from 41 demand-side supply chain partnerships (between original equipment manufacturers (OEMs), distributors, and retailers) in the information technology (IT) industry. The results show that collaborative information exchange (CIE) between supply chain partners mediates the relationship between use of SEBIs and mutual adaptation (MA) and adaptive knowledge creation between supply chain partners. Interestingly, the use of SEBIs is found to be directly associated with MA but only indirectly associated with adaptive knowledge creation. The study points out that the strategic impacts of SEBIs go well beyond the exchange of transaction information and process integration. It also shows that multilateral, quasi-open, and information exchange--and process linkage--oriented SEBIs can result in both bonding and bridging across supply chain partners without binding them inflexibly to specific partners. Based on the model and results, the study offers practical implications for how SEBIs should be developed, adopted, and used.

Viewpoint: Towards an information systems perspective and research agenda on crowdsourcing for innovation

Recent years have seen an increasing emphasis on open innovation by firms to keep pace with the growing intricacy of products and services and the ever changing needs of the markets. Much has been written about open innovation and its manifestation in the form of crowdsourcing. Unfortunately, most management research has taken the information system (IS) as a given. In this essay we contend that IS is not just an enabler but rather can be a shaper that optimizes open innovation in general and crowdsourcing in particular. This essay is intended to frame crowdsourcing for innovation in a manner that makes more apparent the issues that require research from an IS perspective. In doing so, we delineate the contributions that the IS field can make to the field of crowdsourcing.

Enabling knowledge creation in far‐flung teams: best practices for IT support and knowledge sharing

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