The information system as a competitive weapon
Communications of the ACM - Special section on management of information systems
Planning system success: a conceptualization operational model
Management Science
Developing capabilities to use information strategically
MIS Quarterly
Competitive information systems in Australian retail banking
Information and Management
Management strategies for information technology
Management strategies for information technology
Managing information systems
Journal of Management Information Systems
The impact of interorganizational systems on the form and climate of seller-buyer relationships
ICIS '89 Proceedings of the tenth international conference on Information Systems
Managing telecommunications by steering committee
MIS Quarterly
Sustaining IT advantage: the role of structural differences
MIS Quarterly - Special issue on the strategic use of information systems
Evaluating the prospects for alternative electronic securities markets
ICIS '91 Proceedings of the twelfth international conference on Information systems
Understanding the CEO/CIO relationship
MIS Quarterly
Journal of Management Information Systems
Globalization, technology, and competition: the fusion of computers and telecommunications in the 1990s
Marketing and technology strategy in a “medium-tech” startup
Information and Management
Multivariate data analysis (4th ed.): with readings
Multivariate data analysis (4th ed.): with readings
Implementing SAP R/3 (2nd ed.): how to introduce a large system into a large organization
Implementing SAP R/3 (2nd ed.): how to introduce a large system into a large organization
Communications of the ACM
Communications of the ACM
Communications of the ACM
The emerging role of electronic marketplaces on the Internet
Communications of the ACM
Client/server survival guide (3rd ed.)
Client/server survival guide (3rd ed.)
The untapped potential of IT chargeback
MIS Quarterly
Management Science - Special issue on the performance of financial Institutions
Corporate Information Systems Management: The Issues Facing Senior Executives
Corporate Information Systems Management: The Issues Facing Senior Executives
Strategic Planning for Information Systems
Strategic Planning for Information Systems
Information Systems Management in Practice
Information Systems Management in Practice
Corporate Information Systems Management: Text and Cases
Corporate Information Systems Management: Text and Cases
Journal of Management Information Systems
Journal of Management Information Systems
Using Multivariate Statistics (5th Edition)
Using Multivariate Statistics (5th Edition)
A theoretical framework for measuring the success of customer relationship management outsourcing
Business strategies for information technology management
Personalization versus Privacy: An Empirical Examination of the Online Consumer's Dilemma
Information Technology and Management
A resource-based view of electronic commerce
Information and Management
The Impact of ERP Implementation on Business Process Outcomes: A Factor-Based Study
Journal of Management Information Systems
Interoperability of E-Government Information Systems: Issues of Identification and Data Sharing
Journal of Management Information Systems
CRM System Implementation in a Multinational Enterprise
OTM '09 Proceedings of the Confederated International Workshops and Posters on On the Move to Meaningful Internet Systems: ADI, CAMS, EI2N, ISDE, IWSSA, MONET, OnToContent, ODIS, ORM, OTM Academy, SWWS, SEMELS, Beyond SAWSDL, and COMBEK 2009
A resource-based view of electronic commerce
Information and Management
Information Systems Research
Antecedents and Effects of CIO Supply-Side and Demand-Side Leadership: A Staged Maturity Model
Journal of Management Information Systems
Journal of Engineering and Technology Management
Case study: Service quality from the other side: Information systems management at Duquesne Light
International Journal of Information Management: The Journal for Information Professionals
How do competitive environments moderate CRM value?
Decision Support Systems
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Recently,despite huge incentives and subsequent increases in investment in customer relationship management technology, many firms have not been able to increase their customer satisfaction index ratings. The purpose of this paper is to gauge whether IT management practices differ among firms where IT has a major role in transforming marketing, operations, or both, which give the firms advantage by affecting their customer service. Several research hypotheses are tested using data obtained from a survey of 213 IT-leaders in the financial services industry. The results clearly indicate that the IT-leader firms have a higher level of IT management sophistication and a higher role for their IT-leaders compared to IT-enabled customer focus, IT-enabled operations focus, and IT-laggard firms. This paper concludes with the implications for both researchers and practitioners.