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The impact of information technology deployment on trust, commitment and value creation in business relationships

Ricky Ryssel (Siemens Business Services GmbH & Co. OHG ‐ Management Consulting, Mu¨nchen, Germany)
Thomas Ritter (Institute of Technology and Innovation Management, Technical University Berlin, Berlin, Germany)
Hans Georg Gemünden (Institute of Technology and Innovation Management, Technical University Berlin, Berlin, Germany)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 1 May 2004

7752

Abstract

To strengthen their position in today's highly‐competitive and fast‐paced business environment, supplier firms often engage in relationships with their customers. Recent advances in information technology offer new ways of managing inter‐organizational relationships. In this paper, a model conceptualizing the impact of information technology deployment on inter‐organizational buyer‐seller relationships is developed. Using an empirical study of 61 German firms engaged in customer‐supplier relationships, this paper also gives some empirical evidence for the developed framework. With regard to relationship management, intra‐ and inter‐organizational information technology deployment has different effects on relationship atmosphere and on the relationship's value creation. The findings give new insight into the role of information technology in value‐creation in business‐to‐business relationships. Managerial implications and future research questions in this area are also discussed.

Keywords

Citation

Ryssel, R., Ritter, T. and Georg Gemünden, H. (2004), "The impact of information technology deployment on trust, commitment and value creation in business relationships", Journal of Business & Industrial Marketing, Vol. 19 No. 3, pp. 197-207. https://doi.org/10.1108/08858620410531333

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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