Title: Are SMEs meeting the challenge of integrating e-commerce into their businesses? A review of the development, challenges and opportunities

Authors: Patricia W. Pool, John A. Parnell, John E. Spillan, Shawn Carraher, Donald L. Lester

Addresses: John Massey School of Business, Southeast Oklahoma State University, Durant, OK 74701, USA. ' School of Business Administration, University of North Carolina at Pembroke, Pembroke, NC 28372, USA. ' The Pennsylvania State University-DuBois Campus, DuBois, PA 15801, USA. ' School of Business, Cameron University, 2800 West Gore Blvd, Lawton, OK 73505, USA. ' Jennings Jones College of Business, Middle Tennessee State University, Murfreesboro, TN 37128, USA

Abstract: While e-commerce technology has spread rapidly throughout large firms in the developed world, growth among Small and Medium-sized Enterprises (SMEs) has not been as pervasive. This paper discusses the current state of e-commerce development in SMEs, outlines challenges faced by many SMEs and proposes several options for e-commerce integration. Specific opportunities in the areas of customer service and relationship management, supply chain management and e-commerce support are discussed.

Keywords: e-commerce; electronic commerce; small and medium-sized enterprises; SMEs; customer relationship management; CRM; supply chain management; SCM; integration; support; customer service.

DOI: 10.1504/IJITM.2006.010112

International Journal of Information Technology and Management, 2006 Vol.5 No.2/3, pp.97 - 113

Published online: 20 Jun 2006 *

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