Information system technology can improve customer service
ACM SIGMIS Database
A comprehensive approach to assess the value of EDI
Information and Management
Control and audit of electronic data interchange
MIS Quarterly
Accessing information sharing and information quality in supply chain management
Decision Support Systems
Current Trends and Challenges in Electronic Procurement: An Empirical Study
Electronic Markets
Evaluating measurement models for web purchasing ntention
Proceedings of the 2007 conference on Human interface: Part II
Enhancing user experience through pervasive information systems: The case of pervasive retailing
International Journal of Information Management: The Journal for Information Professionals
Information Resources Management Journal
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Many inter-organizational systems are increasingly using electronic data interchange (EDI) to support the strategic supply chain by way of delivering and processing business documents. In a vendor-customer relationship, EDI can provide many benefits to both organizations; one such benefit is improved customer service. This study examines the impact of EDI on customer service, when the vendor and customer utilize EDI in their distribution operations. The primary hypothesis is that EDI improves customer service. A number of secondary hypotheses dealing with specific components of customer service were also tested. Data was obtained by administering survey instruments to purchasing managers of firms in the automobile and pharmaceutical industries. The results provide strong support for most of the hypotheses. Specifically, EDI contributes to the following customer service components: order cycle time, product availability, distribution flexibility, distribution information, and distribution malfunction. An impact on post-sale product support was not discernible from the data. In addition, some industry influences were also observed on the impact of EDI.