Business to customer (B2C) e-commerce implementation process: a case study experience in fashion and apparel business in Malaysia
by Deborah Libu Paris; Mahadi Bahari; Noorminshah A. Iahad
International Journal of Business Information Systems (IJBIS), Vol. 29, No. 1, 2018

Abstract: Despite various studies conducted on the implementation of business-to-customer (B2C) e-commerce, prior studies presumed that the B2C e-commerce implementation as a 'plug and play' exercise rather than a process-based. This paper presents a framework for the implementation process of B2C e-commerce in a fashion and apparel business. Based on qualitative research approach using a case study and summary of experience, a framework for the implementation process of B2C e-commerce is proposed. The model describes the characteristics of 14 implementation factors that occurred during Lewin's and Kotter's phases of implementation. Although the model's generalisability is limited, it offers a guideline for the existing and future senior managers of B2C e-commerce in fashion and apparel business. This model helps managers to identify the highlights in each phase of the B2C e-commerce implementation process.

Online publication date: Mon, 30-Jul-2018

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