Shaping the future: business design through information technology
Shaping the future: business design through information technology
Leveraging the new infrastructure: how market leaders capitalize on information technology
Leveraging the new infrastructure: how market leaders capitalize on information technology
Issues and opinion on structural equation modeling
MIS Quarterly
E-business: roadmap for success
E-business: roadmap for success
Management Science - Special issue on the performance of financial Institutions
Using e-CRM for a unified view of the customer
Communications of the ACM - Digital rights management
Specification of a capability-based IT classification framework
Information and Management
Quality and effectiveness in web-based customer support systems
Information and Management
The Influence of Business Managers' IT Competence on Championing IT
Information Systems Research
How interfirm collaboration benefits IT innovation
Information and Management
Communications of the ACM
Special Section: Customer-Centric Information Systems
Journal of Management Information Systems
Journal of Management Information Systems
Contextual Marketing and Customer-Orientation Strategy for E-Commerce: An Empirical Analysis
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Impact of Information Technology Management Practices on Customer Service
Journal of Management Information Systems
Analyzing the impact of a firm's capability on outsourcing success: A process perspective
Information and Management
Global innovation performance: Strategic challenges for multinational corporations
Journal of Engineering and Technology Management
The Role of Information Systems Resources in ERP Capability Building and Business Process Outcomes
Journal of Management Information Systems
Journal of Engineering and Technology Management
The state of CRM adoption by the financial services in the UK: an empirical investigation
Information and Management
An interactive service customization model
Information and Software Technology
Service delivery platforms in practice [IP Multimedia Systems (IMS) Infrastructure and Services]
IEEE Communications Magazine
Integration capabilities as mediator of product development practices-performance
Journal of Engineering and Technology Management
Journal of Engineering and Technology Management
Journal of Engineering and Technology Management
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Few academic studies have investigated how information technology (IT) capability and service process innovation can create performance gains for firms through customer service. We propose that customer service is a significant mediator through which IT capability and service process innovation influence the performance of a firm, and that IT capability is also a critical factor that facilitates service process innovation. Empirical support for our argument was derived from data collected from 174 firms in the Taiwan IT industry. The results suggest that managerial initiatives should be directed at developing IT capability and service process innovation and leveraging them to facilitate customer service to attain superior firm performance. Furthermore, greater IT capability would lead to a higher degree of service process innovation.