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| Author: | Karimi, J. Somers, T. M. Gupta Y. P. |
| Title: | Impact of Information Technology Management Practices on Customer Service |
| Journal: | Journal of Management Information Systems
2001 : SPRING, VOL. 17:4, p. 125-158 |
| Index terms: | MIS INFORMATION TECHNOLOGY CUSTOMER RELATIONS CUSTOMERS |
| Language: | eng |
| Abstract: | The purpose of this paper is to gauge whether IT management practices differ among firms where IT has a major role in transforming marketing, operations, or both, which give the firms advantage by affecting their customer service. Several research hypotheses are tested using data obtained from a survey of 213 IT-leaders in the financial services industry. The results clearly indicate that the IT-leader firms have a higher level of IT management sophistication and a higher role for their IT- leaders compared to IT-enabled customer focus, IT- enabled operations focus, and IT-laggard firms. This paper concludes with the implications for both researchers and practitioners. |
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