Title: Business to customer (B2C) e-commerce implementation process: a case study experience in fashion and apparel business in Malaysia

Authors: Deborah Libu Paris; Mahadi Bahari; Noorminshah A. Iahad

Addresses: Department of Information Systems, Universiti Teknologi Malaysia, 81310 Skudai, Johor, Malaysia ' Department of Information Systems, Universiti Teknologi Malaysia, 81310 Skudai, Johor, Malaysia ' Department of Information Systems, Universiti Teknologi Malaysia, 81310 Skudai, Johor, Malaysia

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.

Keywords: implementation process; business-to-customer (B2C); e-commerce; Kotter's model; Lewin's model; case study; Malaysia.

DOI: 10.1504/IJBIS.2018.094000

International Journal of Business Information Systems, 2018 Vol.29 No.1, pp.92 - 105

Received: 17 Nov 2016
Accepted: 10 Feb 2017
Published online: 13 Aug 2018 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article