E-commerce, human resource strategies and competitive advantage: two Australian case studies

Yvette Blount, Tanya Castleman, Paula M. C. Swatman

Research output: Contribution to journalArticlepeer-review

14 Citations (Scopus)

Abstract

Service organizations need to consider in depth the human resource management (HRM) strategies that will enable them to achieve sustained competitive advantage in the e-commerce era. This paper analyzes the HRM strategies developed to accommodate the changing customer service practices associated with B2C e-commerce in the retail banking sector. Based on case study data, it describes how two banks in Australia, one large, the other small, have linked their e-commerce strategies with their overall business strategy, and the extent to which their HRM strategies have helped them to utilize their e-commerce capability to achieve sustained competitive advantage.
Original languageEnglish
Pages (from-to)73-89
Number of pages17
JournalInternational Journal of Electronic Commerce
Volume9
Issue number3
Publication statusPublished - 2005
Externally publishedYes

Keywords

  • banking industry
  • e-commerce
  • human resources

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