The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Impact of Information Technology Management Practices on Customer Service
Abstract
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.
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Cites
Convergent and discriminant validation by the multitrait-multimethod matrix.
Campbell, D. T., & Fiske, D. W. (1959) · Psychological Bulletin · doi:10.1037/h0046016 · Cited by 17,116
The emerging role of electronic marketplaces on the Internet
Bakos, Y. (1998) · Communications of the ACM · doi:10.1145/280324.280330 · Cited by 1,386 · cited 1×
“2 Recently, many firms have used Web Information Systems for customer service and for creating a "supply web" [7, 51, 74, 83].”
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Cited by
How to improve firm performance using big data analytics capability and business strategy alignment?
Akter, S., Wamba, S. F., Gunasekaran, A., Dubey, R., & Childe, S. J. (2016) · International Journal of Production Economics · doi:10.1016/j.ijpe.2016.08.018 · Cited by 1,624
Ngai, E. W. T. (2005) · Marketing Intelligence & Planning · doi:10.1108/02634500510624147 · Cited by 387
Thatcher, J. B., McKnight, D. H., Baker, E. W., Arsal, R. E., & Roberts, N. H. (2011) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2009.2028320 · Cited by 196
Employees' affective commitment to change: The key to successful CRM implementation
Shum, P., Bove, L., & Auh, S. (2008) · European Journal of Marketing · doi:10.1108/03090560810903709 · Cited by 159
Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2021) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2020.1836992 · Cited by 85
Metadata
- Authors
- Karimi, J., Somers, T. M., & Gupta, Y. P.
- Venue
- Journal of Management Information Systems
- Publisher
- Informa UK Limited
- Published
- 2001-03
- Volume
- 17
- Issue
- 4
- Pages
- 125-158
- ISSN
- 0742-1222 (ISSN-L)
- 1557-928X
- OpenAlex
- W2132210159
- Cited by
- 333
- References
- 2
- FWCI
- 19.48
- Type
- journal article
- Language
- en
- Open access
- closed
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Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
