Research Article Open Access

Supporting Services Functionality in Brazilian Sectors: The Primacy of Banks

Abstract

E-commerce can benefit companies by enabling new business models, improving efficiencies, and building competitive advantages. But there are some critical issues to be addressed in order to achieve those benefits, and one of them relates to the effectiveness of online customer servicing in e-commerce, also referred to as supporting services functionality (SSF). In this paper we discuss a subset of SSF in 110 large Brazilian companies representing 11 key sectors of the economy. Results enabled the ranking of sectors according to levels of SSF effectiveness, and the conclusion was that the nature of business may explain why general banks and telecommunications companies currently perform the better, while siderurgy and metallurgy, wholesale and international commerce, and chemical and petrochemical companies have the lowest performance in implementing the tools for customer support in e-commerce.

Marcos Antonio Gaspar, Carlo Gabriel Porto Bellini, Denis Donaire, Silvio Aparecido dos Santos

To read the full article Download Full Article | Visit Full Article