Impact of IT Infrastructure on Customer Service Performance: The Role of Micro-IT Capabilities and Online Customer Engagement

Abstract

This research argues that information technology (IT) capabilities can be classified in macro- and micro-IT capabilities. We propose a conceptual model in which IT infrastructure capability (a macro- IT capability) enables the development of social media and e-business technology capabilities (two micro-IT capabilities) to online engage customers and improve the firm’s customer service performance. We test the proposed model by using the variance-based structural equation modelling technique and the method of estimation of partial least squares employing an innovative secondary dataset on a sample of 100 small firms included in the 2013 Forbes America’s Best Small Companies ranking. The empirical analysis suggests that IT infrastructure capability positively affects customer service performance through two micro-IT capabilities (social media and e-business technology) and social and conventional online customer engagement.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 19 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.