Optimizing Customer Service with a Business-to-Employee (B2E) E-Business Model

Abstract

One of the biggest changes to the corporate environment in the last ten years has been brought about by the development of digital technology and the internet. As businesses move toward a digital world fueled by online business models and digital marketing (DM) strategies, their internal structures and organizational structures have changed. To further explain how these three parts contribute to enhancing supply chain activities' competitive outcomes, researchers employ "resource orchestration theory" to describe two managerial activities: resource organizing and capabilities leveraging in the utilization of e-business system elements. While e-business procedures have the potential to enhance supply chain management, realizing the full potential of e-business requires a deeper comprehension of how these activities provide company value. This study examines a framework for planning and refining the components of e-business systems so that managers can better understand the key drivers of increased IT business value. In order to gather factual and statistical data, this research study examines a mixed approach of data gathering that combines secondary qualitative and primary quantitative or survey data.