Abstract
This research is focused on B2B e-services, which we define as a company's portfolio of service offerings available to its business customers through the Internet channel. This channel acts to virtually connect B2B trading partners with each other. We coin the term B2B e-service capability, which we operationally define as a multidimensional construct that captures a generic set of abilities required for a company to deliver B2B services effectively. This research develops and tests a model for describing the antecedents of e-service capability, and in turn, its influence on performance. The conceptual idea behind our model is that the more service-oriented the firm, the better it will be able to translate this orientation to its B2B channel. The model is empirically tested using data gathered through a web-based survey from 181 companies that have deployed B2B e-services. Our results show that e-service capability is a second-order factor that is reflected by the company's capabilities of e-service recov...
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