e-Business management assessment: framework proposal through case study analysis

• Published in: Journal of information, communication & ethics in society (Online) Vol. 18; no. 2; pp. 237 - 254
• Main Authors: Isaías, Pedro, Carvalho, Luisa Cagica, Cassundé Junior, Nildo, Cassundé, Fernanda Roda
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 23.04.2020; Emerald Group Publishing Limited
• Subjects: Case studies; Collaboration; Communication; Competitive advantage; Content analysis; Corporate culture; Customer relations; Customer relationship management; Customer services; Customization; Internet; Literature reviews; Market strategy; Marketing; Social networks; Case studies; Online presence; e-Marketing; Qualitative content analysis; Business models; e-Business; Strategy; Framework; CRM
• DOI: 10.1108/JICES-09-2019-0107
• ISSN: 1477-996X

Purpose The purpose of this paper is to propose an e-business assessment framework for organizations that aim to enhance the effectiveness of their online presence and maximize the benefits that result from it. The framework is based on three main pillars derived from the academic literature research: e-marketing strategies, customer relationship management (CRM) strategies and business model strategies. Design/methodology/approach This paper reviews the literature from e-Marketing, CRM and business model strategies, leading to the generation of an e-Business assessment framework. Second, it takes 19 case studies and analyzes them using ATLAS.ti, through qualitative content analysis, to validate that framework. Findings Pragmatic advice for practitioners derives from research results considering that this framework enables managers to characterize the company in terms of its e-business approach, making it possible to determine the level of depth of competitive online strategies. Lessons for an improved e-business approach can be derived from this paper. Originality/value This study proposes a novel e-business framework to assist organizations that want to have an online presence. This framework is comprised of the factors identified in the literature review that contribute to define and scope that online presence. The framework is then validated through the collection of 19 case studies of companies that have this online presence, validating the theoretical findings.