6533b82dfe1ef96bd1291c83

RESEARCH PRODUCT

Information and communication technology in retailing: A cross-industry comparison

Irene Gil-sauraMaría-eugenia Ruiz-molinaGloria Berenguer Contrí

subject

Marketingbusiness.industrymedia_common.quotation_subjectInformation technologyInvestment (macroeconomics)Competitive advantageConsumer satisfactionComputingMilieux_GENERALrestrictInformation and Communications TechnologyPerceptionBusinessMarketingRelationship marketingmedia_common

description

Abstract Information technology (IT) may represent a source of competitive advantage for businesses in general and for retailers in particular. However, there is debate in the literature over the usefulness of investing in technology. This paper aims at analyzing the relationship between consumers’ perception on the use of information and communication technology by the retailer and consumer satisfaction with retailer technologies. Results support the need to restrict the investment in IT to what is strictly necessary, although there are significant differences according to retailer activity.

yearjournalcountryeditionlanguage
2009-05-01Journal of Retailing and Consumer Services
https://doi.org/10.1016/j.jretconser.2008.11.018