Name
Title | ||
|---|---|---|
E-Commerce, Human Resource Strategies, and Competitive Advantage: Two Australian Banking Case Studies |
Abstract | ||
|---|---|---|
Service organizations need to consider in depth the human resource management (HRM) strategies that will enable them to achieve sustained competitive advantage in the e-commerce era. This paper analyzes the HRM strategies developed to accommodate the changing customer service practices associated with B2C e-commerce in the retail banking sector. Based on case study data, it describes how two banks in Australia, one large, the other small, have linked their e-commerce strategies with their overall business strategy, and the extent to which their HRM strategies have helped them to utilize their e-commerce capability to achieve sustained competitive advantage. |
Year | DOI | Venue |
|---|---|---|
2005 | 10.1080/10864415.2005.11044335 | Int. J. Electronic Commerce |
Keywords | Field | DocType |
banking industry, E-commerce, human resources | Retail banking,Economics,Human resource management,Human resources,Customer service,Competitive advantage,Commerce,Banking industry,Strategic management,Marketing,E-commerce | Journal |
Volume | Issue | ISSN |
9 | 3 | 1086-4415 |
Citations | PageRank | References |
6 | 0.91 | 3 |
Authors | ||
3 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Yvette Blount | 1 | 19 | 4.31 |
| Tanya Castleman | 2 | 65 | 11.10 |
| Paula M. C. Swatman | 3 | 577 | 89.26 |