The Types of Redress Procedures in Business-To-Consumer (B2C) E-Commerce.

Redress is a process offering consumers access to internal complaint handling procedures and services to resolve disputes occurring in e-commerce transactions. The roles and types of redress have received much attention, particularly in offline business where the focus is largely on traditional litigation procedures. This paper focuses on types of redress procedure consumers have expected during B2C e-commerce disputes, by analysing the perceptions of a selected group of online consumers located in Melbourne, Australia. The research reveals that when problems occur in B2C e-commerce transactions, an accessible and responsive redress method is what consumers immediately required and expected from merchants. This suggests that traditional litigation or the usual legal methods to seek redress are not necessary

An Information Systems Perspective on Digital Currencies: A Systematic Literature Review

Digital currencies (DC) continue to gain public and research attention as an alternative paradigm of currency, its value and exchange. Because of the growing DC research in the Information Systems (IS) domain, it is necessary to distinguish between existing DC research coverage and areas for future exploration. This article offers an up to date review of IS research on digital currencies in terms of the locus and focus of issues , theories, methods, and findings in order to provide direction for future research. The study uses a systematic literature review method to examine IS articles published between 2010 and 2016. The review identified eighteen articles in highly ranked IS journals and conferences. Based on results from our investigation, we chart out end-user, organisation, and systems related future research directions

The Role of Redress in B2C E-Business: An Exploratory Study of Consumer Perceptions

Redress provides a formalized recourse to consumers in lodging complaints against poor customer service. Its importance is heightened in the realm of B2C e-business where traditional means of establishing rapport with brick-and-mortar stores do not exist. However, redress has yet to be aptly understood and the study of its role in e-business has been sparse. This paper presents an exploration into the role of redress in online B2C transactions, through the perceptions of a selected group of online consumers, with key implications for online business practices and customer relationship management

Is FinTech a Disruption or a New Eco-system? An Exploratory Investigation of Banks’ Response to Fintech in Australia

This research-in-progress aims at investigating what moderating effects use of Agile Software Development (ASD) methods and practices has on negative performance effects of faultlines, i.e. specific configurations of attributes in team members. Based on literature in ASD and psychology, a model of the moderating effects of ASD practices is developed and is to be assessed using a global online study. Since ASD practices shape team work and can be linked to known moderators of negative faultline effects, we expect to find moderating effects of ASD methods and practices on faultline effects. Information on the prevalence and moderation of faultline effects in ASD teams will help with a more detailed understanding of how ASD practices work and the contingencies that can inhibit or support their positive effects. Insights into group functioning in ASD settings will provide guidance on which ASD practices can help with negative team dynamics

The Role of Redress in B2C E-Business

Redress is an important customer support mechanism in B2C e-business to win customer confidence in online purchases. Although some form of redress has been considered in different parts of the world, it is still at an inception stage regarding its application to B2C e-business. This paper introduces redress and provides an explanation of themes related to redress in B2C e-business identified from a review of literature. The focus of this paper is on the role of redress in B2C e-business; allowing consumers access redress, and how redress an important aspect of customer relationship management as well as trust in B2C e-business. The paper highlights the need for research on redress in B2C e-business

The Influence of Merchant Reputation on Consumer Decisions to Shop Online

Merchant reputation is a collective measure of trustworthiness derived from a combination of received referrals and consumer past purchase experience. The positive influence of merchant reputation on consumers’ responses and attitudes has received much attention, particularly in terms of the connection between trust and merchant reputation. This paper focuses on how merchant reputation shapes consumer decision-making in online shopping, through an analysis of the perceptions of a select group of online consumers and merchants. The research reveals that merchant reputation has more influence on consumer confidence and trust than on the decision to shop online, but only if it is directly supported by peer recommendations and feedback. Indeed, reputation has a direct influence on consumer confidence and trust, which then indirectly affects the decision to shop online

A STUDY OF CUSTOMER RESOLUTION MANAGEMENT: THE INFLUENCE OF EFFECTIVE COMPLAINT-HANDLING PROCEDURES ON CONSUMER DECISIONS TO SHOP ONLINE

As the volume of online shopping has increased, the number of complaints associated with online transactions has also risen. However, in business-to-consumer online shopping, there remains limited understanding of how the type of complaint procedures adopted by merchants influences consumers’ decisions to shop online. This study focuses on the influence of complaint-handling procedures on consumer decisions to shop online from both the consumer and merchant perspectives. The authors found that complaint-handling procedures have a significant influence on consumer confidence and trust, and therefore indirectly on their decision to shop online, especially in relation to the accessibility and responsiveness of such procedures. The results of this study are important insofar as they can assist online merchants to better incorporate customer experiences into their business strategies in the online environment

How do FinTech Start-ups Develop Capabilities? Towards a FinTech Capability Model

This research investigates how FinTech start-ups, which refer to organisations that offer novel “financial services or products that are delivered via technologies”, develop capabilities for innovation, survival and scaling. The study draws from the dynamic capabilities theory to investigate how Fintech start-ups not only spur innovations in products, business models and processes but also ensure their sustenance both in the Fintech and financial industry. Empirically, the study uses qualitative case studies with 13 Fintech firms in Australia. The findings identified six clusters of FinTech firms’ capabilities that are associated with four broad microfoundations. Based on these findings, the study contributes a model that illustrates the FinTech capability development process