Information Technologyenabled ValueAdded Services In Internet Retailing

1
Information Technology-enabled Value-Added
Services In Internet Retailing

• Anteneh Ayanso
• Brock University, St. Catharines, Canada
• Kaveepan Lertwachara
• California State University (CalPoly) San Luis
  Obispo

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Background

• Enhanced capabilities of Internet applications
• Low price is not necessarily the most important
  factor (Brynjolfsson and Smith, 2000)
• Reliability and value-added services playing
  major role in purchase decisions and success of
  retailers.
• New information technologies help deliver online
  services to consumers with added values and
  convenience
• Explaining success of online retailers - Past
  Research
• Front-end logistics, such as web site design and
  implementation (Angehrn, 1997 Wen et al. 2001)
• Effective integration of business strategies and
  the design of online business (Hoffman et al.,
  1995 Griffith and Krampf, 1998 Ranganathan and
  Ganapathy, 2002)

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Research Objectives

• Examine the role of information technologies and
  supported value-added services in Internet
  retailing
• Identify and categorize the value-added services
  provided by successful online retailers

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Data

• Data Sources
• Descriptions of the key strategies and services
  of the top web retailers in the U.S., ranked by
  their gross sales in 2003 and 2004 (Top 300
  Guide, 2004 and Top 400 Guide, 2005)
• Qualitative data from retail websites and
  e-commerce literature

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Summary profile of the top web retailers
(Internet Retailer, 2004, 2005)
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Content Database
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Content Database
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Core Information Technology Infrastructure
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E-commerce Services andMajor Vendors Partnering
with E-tailers
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IT infrastructure and value-added services a
value-chain framework
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Four Distinct Value-added Services
Characterizing Successful E-tailers

• Multi-channel integration
• Cross-channel customer database
• Fulfillment partnership
• Electronic collaboration
• Drop-shipping

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Conclusion

• Value-added services are critical to e-tailers
  overall operations and convenient customer
  shopping experience.
• Core information technologies - network, data
  resources and web services
• Successful e-tailers re-shape business strategies
  and create value through innovative services
  supported by core information technologies.
• Future Research Further empirical evidence to
  supplement current study and extend to B2B
  settings

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Q AThank you!

• Contact Kaveepan Lertwachara
• klertwac_at_calpoly.edu