Global disaggregation of information-intensive services
Management Science
Quality awards and the market value of the firm: an empirical investigation
Management Science
Putting the enterprise into the enterprise system
Harvard Business Review
Information Technology Effects on Firm Performance As Measured by Tobin's Q
Management Science
Process Variation As a Determinant of Bank Performance: Evidence From the Retail Banking Study
Management Science - Special issue on the performance of financial Institutions
Blowing the whistle on troubled software projects
Communications of the ACM
Mission Critical: Realizing the Promise of Enterprise Systems
Mission Critical: Realizing the Promise of Enterprise Systems
Information technology and economic performance: A critical review of the empirical evidence
ACM Computing Surveys (CSUR)
Clockspeed and Informational Response: Evidence From the Information Technology Industry
Information Systems Research
Profiles of Strategic Information Systems Planning
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
Special section: toward a theory of business process change management
Journal of Management Information Systems - Special section: Toward a theory of business process change management
Managing information about processes
Journal of Management Information Systems - Special section: Toward a theory of business process change management
Information technology and the autonomy—control duality: toward a theory
Information Technology and Management
Special Section: Customer-Centric Information Systems
Journal of Management Information Systems
Journal of Management Information Systems
Impact of Information Technology Management Practices on Customer Service
Journal of Management Information Systems
Services blueprint: roadmap for execution
Services blueprint: roadmap for execution
From Association to Causation via a Potential Outcomes Approach
Information Systems Research
What is Your Digital Business Strategy?
IT Professional
Firm-level benefits of IT-enabled resources: A conceptual extension and an empirical assessment
The Journal of Strategic Information Systems
The Journal of Strategic Information Systems
Information systems strategy: Past, present, future?
The Journal of Strategic Information Systems
Journal of Management Information Systems
International Journal of Business Information Systems
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How do information technology capabilities contribute to firm performance? This study develops a conceptual model linking IT-enabled information management capability with three important organizational capabilities (customer management capability, process management capability, and performance management capability). We argue that these three capabilities mediate the relationship between information management capability and firm performance. We use a rare archival data set from a conglomerate business group that had adopted a model of performance excellence for organizational transformation based on the Baldrige criteria. This data set contains actual scores from high quality assessments of firms and intraorganizational units of the conglomerate, and hence provides unobtrusive measures of the key constructs to validate our conceptual model. We find that information management capability plays an important role in developing other firm capabilities for customer management, process management, and performance management. In turn, these capabilities favorably influence customer, financial, human resources, and organizational effectiveness measures of firm performance. Among key managerial implications, senior leaders must focus on creating necessary conditions for developing IT infrastructure and information management capability because they play a foundational role in building other capabilities for improved firm performance. The Baldrige model also needs some changes to more explicitly acknowledge the role and importance of information management capability so that senior leaders know where to begin in their journey toward business excellence.