Rattling SABRE—new ways to compete on information
Harvard Business Review
The interdisciplinary study of coordination
ACM Computing Surveys (CSUR)
Global disaggregation of information-intensive services
Management Science
Communications of the ACM
Information Technology Effects on Firm Performance As Measured by Tobin's Q
Management Science
Information Systems Research
The Illusory Diffusion of Innovation: An Examination of Assimilation Gaps
Information Systems Research
Productivity of Information Systems in the Healthcare Industry
Information Systems Research
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
A Theoretical Integration of User Satisfaction and Technology Acceptance
Information Systems Research
Making Sense of Sensemaking 1: Alternative Perspectives
IEEE Intelligent Systems
Managing information about processes
Journal of Management Information Systems - Special section: Toward a theory of business process change management
A Framework for Assessing the Business Value of Information Technology Infrastructures
Journal of Management Information Systems
Coordinating for Flexibility in e-Business Supply Chains
Journal of Management Information Systems
Journal of Management Information Systems
Journal of Management Information Systems
The Role of Information Systems Resources in ERP Capability Building and Business Process Outcomes
Journal of Management Information Systems
Examining Trust in Information Technology Artifacts: The Effects of System Quality and Culture
Journal of Management Information Systems
Process Virtualization Theory and the Impact of Information Technology
Organization Science
Information Systems Research
Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation
Information Systems Research
Leveraging Standard Electronic Business Interfaces to Enable Adaptive Supply Chain Partnerships
Information Systems Research
IS Application Capabilities and Relational Value in Interfirm Partnerships
Information Systems Research
How Knowledge Validation Processes Affect Knowledge Contribution
Journal of Management Information Systems
Information Systems Research
Information Systems Research
An empirical investigation of employee portal success
The Journal of Strategic Information Systems
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
Expert Systems with Applications: An International Journal
An empirical investigation of net-enabled business value
MIS Quarterly
Process grammar as a tool for business process design
MIS Quarterly
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
A Service Science Perspective on Strategic Choice, IT, and Performance in U.S. Banking
Journal of Management Information Systems
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With the growing recognition of the customer's role in service creation and delivery, there is an increased impetus on building customer-centric organizations. Digital technologies play a key role in such organizations. Prior research studying digital business strategies has largely focused on building production-side competencies and there has been little focus on customer-side digital business strategies to leverage these technologies. We propose a theory to understand the effectiveness of a customer-side digital business strategy focused on localized dynamics--here, a firm's customer service units (CSUs). Specifically, we use a capabilities perspective to propose digital design as an antecedent to two customer service capabilities--namely, customer orientation capability and customer response capability--across a firm's CSUs. These two capabilities will help a firm to locally sense and respond to customer needs, respectively. Information quality from the digital design of the CSU is proposed as the antecedent to the two capabilities. Proposed capability-building dynamics are tested using data collected from multiple respondents across 170 branches of a large bank. Findings suggest that the impacts of information quality in capability-building are contingent on the local process characteristics. We offer implications for a firm's customer-side digital business strategy and present new areas for future examination of such strategies.