Strategic factor markets: expectations, luck, and business strategy
Management Science
Asset stock accumulation and sustainability of competitive advantage
Management Science
The productivity paradox of information technology
Communications of the ACM
Banking on information technology: converting IT spending into firm performance
Strategic information technology management
The role and value of information technology infrastructure: some empirical observations
Strategic information technology management
MIS skills for the 1990s: a survey of MIS managers' perceptions
Journal of Management Information Systems
MIS Quarterly - Special issue on IS curricula and pedagogy
Information technology impact on process output and quality
Management Science - Special issue: Frontier research on information systems and economics
IT capabilities: theoretical perspectives and empirical operationalization
ICIS '99 Proceedings of the 20th international conference on Information Systems
ICIS '98 Proceedings of the international conference on Information systems
Information Systems Research
Information Systems Research
Alignment Between Business and IS Strategies: A Study of Prospectors, Analyzers, and Defenders
Information Systems Research
Exploring the role of information systems in online success: a resource-based analysis
Exploring the role of information systems in online success: a resource-based analysis
The Influence of Business Managers' IT Competence on Championing IT
Information Systems Research
Executives' perceptions of the business value of information technology: a process-oriented approach
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
Journal of Management Information Systems
An empirical investigation of net-enabled business value
MIS Quarterly
Revisiting Amit and Zott's model of value creation sources: the SymBelt customer center case
Journal of Theoretical and Applied Electronic Commerce Research
Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis
Journal of Management Information Systems
The Journal of Strategic Information Systems
Why build a customer relationship management capability?
The Journal of Strategic Information Systems
The Journal of Strategic Information Systems
Competing with IT: the role of shared IT-business understanding
Communications of the ACM
Understanding IT governance for the operation of shared services in public service networks
International Journal of Networking and Virtual Organisations
Information Technology and Management
The Role of Information Systems Resources in ERP Capability Building and Business Process Outcomes
Journal of Management Information Systems
A Process-Oriented Perspective on the Alignment of Information Technology and Business Strategy
Journal of Management Information Systems
The Impact of Capabilities and Prior Investments on Online Channel Commitment and Performance
Journal of Management Information Systems
Information and Management
Information and Management
From Association to Causation via a Potential Outcomes Approach
Information Systems Research
Relation of CIO background, IT infrastructure, and economic performance
Information and Management
Information technology use in Romanian companies- case of Transylvanian SMEs
ICCOM Proceedings of the 13th WSEAS international conference on Communications
The strategic value of IT insourcing: An IT-enabled business process perspective
The Journal of Strategic Information Systems
An empirical study of IT as a factor of production: The case of Net-enabled IT assets
Information Systems Frontiers
The impact of e-business on the demand-driven management: an empirical study in China
International Journal of Networking and Virtual Organisations
IT infrastructure capabilities and IT project success: a development team perspective
Information Technology and Management
Learning processes in municipal broadband projects: An absorptive capacity perspective
Telecommunications Policy
Successful implementation of collaborative product commerce: An organizational fit perspective
Decision Support Systems
From green to sustainability: Information Technology and an integrated sustainability framework
The Journal of Strategic Information Systems
Editor's comments: perspectives on time
MIS Quarterly
The Journal of Strategic Information Systems
Information systems resources and information security
Information Systems Frontiers
Firm-level benefits of IT-enabled resources: A conceptual extension and an empirical assessment
The Journal of Strategic Information Systems
International Journal of Business Information Systems
Application of BP neural network in evaluating e-business performance for service industry
International Journal of Networking and Virtual Organisations
WSEAS Transactions on Information Science and Applications
IT knowledge integration capability and team performance: The role of team climate
International Journal of Information Management: The Journal for Information Professionals
International Journal of Information Management: The Journal for Information Professionals
Going beyond technology: Knowledge sharing as a tool for enhancing customer-oriented attitudes
International Journal of Information Management: The Journal for Information Professionals
Journal of Engineering and Technology Management
Information systems strategy: Past, present, future?
The Journal of Strategic Information Systems
International Journal of Information Technology and Management
Measuring the performance of electronic marketplaces: An external goal approach study
Decision Support Systems
International Journal of Networking and Virtual Organisations
Business intelligence success: The roles of BI capabilities and decision environments
Information and Management
The Impact of Information Technology Internal Controls on Firm Performance
Journal of Organizational and End User Computing
Journal of Management Information Systems
International Journal of Strategic Information Technology and Applications
Examining the role of information technology in cultivating firms' dynamic marketing capabilities
Information and Management
Enhancing Functional Fit with Continuous Training During the ERP Post-Implementation Phase
International Journal of Information Systems in the Service Sector
International Journal of Business Information Systems
Understanding the Link Between Initial ERP Systems and ERP-Enabled Adoption
Information Resources Management Journal
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Delivering quality customer service has emerged as a strategic imperative, one that is increasingly tied to a firm's information technology resources and capabilities. This paper presents an empirical study that examines the extent to which IT impacts customer service. More specifically, this study investigates the differential effects of various IT resources and capabilities on the performance of the customer service process across firms that compete in the North American life and health insurance industry. The paper builds on (1) information systems work that suggests that the effects of IT are best documented at the level of processes within a firm, (2) information systems work that suggests that the performance effects of IT are likely to be contingent in nature, and (3) developments in the resource-based view, which describes the kinds of IT resources and capabilities that are likely to enable a process in one firm to outperform the same process in competing firms. The findings suggest that tacit, socially complex, firm-specific resources explain variation in process performance across firms and that IT resources and capabilities without these attributes do not. Of particular interest to IS scholars, it is found that shared knowledge between IT and customer service units-an important driver of how IT is implemented and used in the customer service process-is a key IT capability that affects customer service process performance and moderates the impacts of explicit IT resources such as the generic information technologies used in the process and IT spending, which-consistent with resource-based predictions-were not found to be directly and positively associated with relative process performance. The implications of the findings for research and practice are discussed.