Avaliação da gestão de risco nas empresas paulistanas de comércio eletrônico

Abstract

E-commerce has been increasing significantly in Brazil in the last few years.More and more entrepreneurs have been using or considering the possibility of adopting this sales channel to commercialize all sorts of products.However, as any kind of business, ecommerce has its own particularities that represent its success or failure, many of which can be found by referring to the existing literature, newspapers or magazines articles, though experts or companies specialized in setting up these kinds of stores and also associations of this class sector.If we analyze this kind of business from the perspective of risk management, very little literature is found.What is available is references or articles dealing with specific aspects of e-commerce or risk management, but what lacks is literature considering these two subjects together.The objective of this work was to try to fill this gap.As for the methodology of this research, we raised the existing literature, the theoretical background in terms of risk management and the techniques of risk assessment in e-commerce, its kinds, statistics, functioning, characteristics and models.As we did not find defined parameters linking the two subjects, we divided ecommerce risk management assessment into five large groups: strategic, marketing, financial, technological and logistical.After that, we carried out an exploratory research together with experts in e-commerce in the risk management area to determine which risk factors would be the most important or that should be controlled to be able to put risk management into effect.Once these factors were defined, we conducted field research together with online stores in São Paulo city to analyze which risks were effectively being controlled and the importance of this control.At the end of all this research, we defined which risks are now controlled, and the degree of importance of this control.We also issued many recommendations to those who work with ecommerce or those who wish to work with it and finally set up a proposal in order to create a hierarchy for e-commerce risk management.

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