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E-procurement quality from an internal customer perspective:construct development, refinement, and replication using a mixed methods approach


Reference:

Brandon-Jones, A., 2017. Forthcoming. E-procurement quality from an internal customer perspective:construct development, refinement, and replication using a mixed methods approach. International Journal of Operations and Production Management

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Abstract

Purpose: Despite significant investment in e-procurement by many organisations, perceived failings in the quality of such technologies and of the support provided to use them – termed here e-procurement quality – continue to generate resistance from internal customers who must assimilate e-procurement into their daily routines. Hence, the purpose of this paper is to advance our understanding of e-procurement quality from an internal customer perspective and to develop, refine, and validate construct measures. Design/methodology/approach Research was undertaken in the UK and Netherlands incorporating a literature review, a qualitative study with 58 interviews, a quantitative study with 274 survey respondents, and a replication study with 154 survey respondents. Findings: Analysis reveals that e-procurement quality comprises five universally applicable dimensions: Processing, Content, Usability, Professionalism, and Training. A sixth dimension, Specification, appears to be applicable, but context-specific. Originality/value: The study represents one of the most extensive investigations of e-procurement quality to date and is the first to examine its underlying dimensional structure. The multi-item scales developed and validated using a mixed methods process are suitable for theory building and testing, as well as providing useful diagnostic value to practitioners.

Details

Item Type Articles
CreatorsBrandon-Jones, A.
DOI10.1108/IJOPM-08-2016-0480
Uncontrolled Keywordse-procurement quality; e-business technologies; internal customer; internal service; service quality; mixed methods; measurement and methodology; replication
DepartmentsSchool of Management
RefereedYes
StatusIn Press
ID Code55214

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