Understanding the Impact of Collaboration Software on Product Design and Development
Information Systems Research
Toward a theory to study the use of collaborative product commerce for product development
Information Technology and Management
Unintended consequences of computer-mediated communications
Behaviour & Information Technology
Testing media richness theory to explain consumers' intentions of buying online
Proceedings of the 10th international conference on Electronic commerce
Exploring the Role of Management Accounting Systems in Strategic Sensemaking
Information Systems Management
EC-Web'07 Proceedings of the 8th international conference on E-commerce and web technologies
Exploring and mitigating social loafing in online communities
Computers in Human Behavior
International Journal of Information Management: The Journal for Information Professionals
Conceptualising computer-mediated communication technology and its use in organisations
International Journal of Information Management: The Journal for Information Professionals
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This research examines media richness by modeling face-to-face, telephone, and electronic media as one construct and testing its performance implications. The context is the third-party logistics industry, in which a customer firm allows a service provider to assume responsibility for all or part of a critical business process. This business-to-business service environment is characterized by high levels of complexity (uncertainty, variability, equivocality) and network interdependence, key contextual attributes that enhance media richness' impact. We found a direct effect of media richness onrelational performance and through it, indirect effects onsatisfaction andloyalty. Furthermore, we found a direct effect of media richness on loyalty, which suggests that service firms in networked relationships provide loyalty-inducing benefits the genesis of which is not in the satisfaction created by the service itself. While past studies have examined the relationship of richness-related constructs and performance, no significant link was found. Our study is the first to demonstrate that media richness can affect firm performance when businesses interact in a complex environment.