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Exploring the Benefits of Self-Servi...

Myers, Patricia R. Briscoe,

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Exploring the Benefits of Self-Service and E-Commerce Portals and Their Impact on Operational Performance in U.S. Fortune 1000 Companies & Global 500 Companies: A Multiple Case Study /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Exploring the Benefits of Self-Service and E-Commerce Portals and Their Impact on Operational Performance in U.S. Fortune 1000 Companies & Global 500 Companies: A Multiple Case Study // Patricia R. Briscoe Myers.
作者:	Myers, Patricia R. Briscoe,
面頁冊數:	1 electronic resource (136 pages)
附註:	Source: Dissertations Abstracts International, Volume: 86-01, Section: A.
Contained By:	Dissertations Abstracts International86-01A.
標題:	American studies. -
電子資源:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=31142034
ISBN:	9798383198476

Exploring the Benefits of Self-Service and E-Commerce Portals and Their Impact on Operational Performance in U.S. Fortune 1000 Companies & Global 500 Companies: A Multiple Case Study /
Myers, Patricia R. Briscoe,

Exploring the Benefits of Self-Service and E-Commerce Portals and Their Impact on Operational Performance in U.S. Fortune 1000 Companies & Global 500 Companies: A Multiple Case Study /Patricia R. Briscoe Myers. - 1 electronic resource (136 pages)

Source: Dissertations Abstracts International, Volume: 86-01, Section: A.

There has been a recent surge in large corporate layoffs following the end of the COVID-19 pandemic to produce an immediate reduction in operating costs but risking a decrease in customer satisfaction and trust, internal employee dissatisfaction, and a long-term negative impact on financial performance. Literature reviews and long-term studies have shown the benefit of operational efficiencies and the reduction of expenses when companies adopt self-service technologies and e-commerce strategies. This qualitative research focused on the adopted features and functionalities of self-service portals and the perceived value to organizations to realize operational savings in lieu of reducing their workforce for short-term gain. The multi-case study using semi-structured interviews sampled U.S. Fortune 1000 and Global 500 Companies to resolve a gap in the literature regarding this specific population. I utilized the technology acceptance model and the technology-organization-environment framework as a basis for methodologies to explore three research questions to better understand what features and or functionalities of self-service portals have a positive impact on operational expenses, return on investment, and overall profitability. The interview data was coded using NVivo software to assist with understanding the data and uncovering themes. Three themes of reducing manual processes by creating process efficiencies, reducing the volume of telephone or email contacts to the sales, and emerged with 11 related features to decrease operating expenses. The themes that emerged for overall profitability included ease of use, using data for better decision-making, and penetrating new or emerging markets. Within the themes, numerous features and functionalities were identified that support the efficiencies needed to reduce operating expenses through self-service, reducing the need to have large layoffs.

English

ISBN: 9798383198476Subjects--Topical Terms:

2122720
American studies.
Subjects--Index Terms:

E-commerce

Exploring the Benefits of Self-Service and E-Commerce Portals and Their Impact on Operational Performance in U.S. Fortune 1000 Companies & Global 500 Companies: A Multiple Case Study /
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