An evaluative framework for research on the performance effects of information technology investment
ICIS '89 Proceedings of the tenth international conference on Information Systems
Recent applications of economic theory in Information Technology research
Decision Support Systems
The productivity paradox of information technology
Communications of the ACM
Assessing the economic impacts of electronic data interchange technology
Strategic information technology management
Impact of electronic data interchange technology on JIT shipments
Management Science
Assessing the impact of information technology on labor productivity: a field study
Decision Support Systems - Special issue: economics of information systems
Information technology impact on process output and quality
Management Science - Special issue: Frontier research on information systems and economics
Simulation Modeling and Analysis
Simulation Modeling and Analysis
Systems Design, Process Performance, and Economic Outcomes in International Banking
Journal of Management Information Systems
Determining Optimal CRM Implementation Strategies
Information Systems Research
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Assessing the productivity impact of information technology (IT) applications is an important research problem in electronic commerce and organizational computing in general. We study the impact of a toll collection system introduced in thirty-eight interchanges of the Pennsylvania Turnpike in 1987. We model labor productivity both before and after the new system implementation. In addition to transaction volumes, we include productivity factors in our models to account for differences in technology, labor, and traffic patterns across the turnpike. Our results show that IT may have two types of impact. First, it can directly affect the time to process a transaction. Second, it can indirectly affect the role of a productivity factor. For example, we found that the unfavorable effect of employee turnover on labor productivity diminished with the introduction of the new system because it reduced the learning time for replacement workers.