The Impact of Top Management Commitment, Business Process Redesign, and IT Planning on the Business-to-Consumer E-Commerce Site

Managers and researchers would benefit from an understanding of the organizational practices that result in more featured e-commerce sites and of the particular features that contribute to firm performance. In a Web-based survey of 458 business-to-consumer e-commerce managers, CEO commitment and planning resulted in more featured sites whereas business process redesign did not. Four features, namely publishing applications, catalog applications, interactivity, and interfaces, predicted firm performance at a statistically significant level, while transaction applications and server performance did not. The research contributes by demonstrating the general importance of the organizational practices and site features, while raising questions about business process redesign, transaction applications, and server performance.