An Empirical Analysis of Customer Experience in E-Business Supply Chain

Abstract

From being a buzzword, E-business has become a norm in today’s globalized economy. The advent of computers and mobile phones have acted as effective enablers in information sharing and improving efficiencies while allowing companies to cut costs. CITATION Bro04 \l 16393 (Brown, 2004) defines e-business as “the use of inter-organisational electronic networks to transact, process and collaborate in business markets – it incorporates e-commerce”. Today, success of an e-business fundamentally relies on effective e-commerce implementation CITATION Chi14 \l 16393 (Chiu, 2014). While the strong growth of e-business is a welcome sign, this growth along with almost infinite propositions that are under offer for customers also brings along with it undue pressure on supporting logistics functions CITATION "BIBTEX_AUTO - GS } @article{agatz2008fulfillment" \l 16393 (Agatz, Fleischmann, - Van Nunen, 2008), CITATION Aur02 \l 16393 (Auramo, 2002). This has led the e-business supply chains to shift their focus from cost efficiencies and to embrace responsiveness.