How do social commerce-IT capabilities influence firm performance? Theory and empirical evidence

Jessica Braojos , Jose Benitez (1) , Javier Llorens

1 ESC [Rennes] - ESC Rennes School of Business

We theorized that the development of two contemporary social commerce-IT capabilities (social media and e-commerce) enables firms to engage online customers to improve their firm performance. We tested this theory by employing a secondary dataset on a sample of U.S. firms. The empirical analysis supported our theory in both examining the effects of social media and e-commerce as two individual capabilities and as two complementary capabilities. This study provides a unique organizational theory and empirical evidence on how social commerce-IT capabilities influence firm performance through the online engagement of customers.

Mots clés: Social commerce-IT capabilities; Online customer engagement; Firm performance; Business value of IT

Domaines: Sciences de l'Homme et Société; Gestion et management

Jessica Braojos, Jose Benitez, Javier Llorens. How do social commerce-IT capabilities influence firm performance? Theory and empirical evidence. Information and Management, 2019, 56 (2), pp.155-171. ⟨10.1016/j.im.2018.04.006⟩. ⟨hal-02057780⟩