haku: @journal_id 661 / yhteensä: 331
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| Tekijä: | Karimi, J. Somers, T. M. Gupta Y. P. |
| Otsikko: | Impact of Information Technology Management Practices on Customer Service |
| Lehti: | Journal of Management Information Systems
2001 : SPRING, VOL. 17:4, p. 125-158 |
| Asiasana: | MIS INFORMATION TECHNOLOGY CUSTOMER RELATIONS CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | 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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