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BUSINESS VALUE OF IT-ENABLED CALL CENTERS: AN EMPIRICAL ANALYSIS
12 references·0 citing·47 second hop
BUSINESS VALUE OF IT-ENABLED CALL CENTERS: AN EMPIRICAL ANALYSIS (2001)BUSINESS VALUE OF IT-ENABLED CALL CENTERS…Time And Quality: Twin Keys To Customer Service Satisfaction (2011)Time And Quality: Twin Keys T…Information Technology Impact on Process Output and Quality (1997)Information Technology Impact…Assessing the impact of information technology on labor productivity A field study (1997)Assessing the impact of infor…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Paradox Lost? Firm-Level Evidence on the Returns to Information Systems Spending (1996)Paradox Lost? Firm-Level Evid…Task-Technology Fit and Individual Performance (1995)Task-Technology Fit and Indiv…The productivity paradox of information technology (1993)The productivity paradox of i…A Microeconomic Production Assessment of the Business Value of Management Information Systems: The Case of Inventory Control (1993)A Microeconomic Production As…Delivering Quality Service (1990)Delivering Quality ServiceMODELING AND MEASURING THE BUSINESS VALUE OF INFORMATION TECHNOLOGY (1988)MODELING AND MEASURING THE BU…A Field Study of Organizational Factors Influencing DSS Success (1985)A Field Study of Organization…Age and Experience as Determinants of Managerial Information Processing and Decision Making Performance (1975)Age and Experience as Determi…Decision support systems : an organizational perspective (1978)Measuring and Assessing Organizations. (1981)Information Technology Implementation Research: A Technological Diffusion Approach (1990)Application of Social Cognitive Theory to Training for Computer Skills (1995)Are Individual Differences Germane to the Acceptance of New Information Technologies? (1999)A framework for management information systems (2011)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)User Acceptance of Information Technology: Toward A Unified View1 (2003)Estimating most productive scale size using data envelopment analysis (1984)Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis (1984)An Empirical Investigation of Net-Enabled Business Value1 (2004)Investments in Information Technology: Indirect Effects and Information Technology Intensity (2006)Research Note—Investments in Information Technology: Indirect Effects and Information Technology Intensity (2009)The Productivity Slowdown, Measurement Issues, and the Explosion of Computer Power (1988)Reengineering Work: Don’t Automate, Obliterate (1990)Does Information Technology Lead to Smaller Firms? 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(1984)Organizations: Rational, Natural, and Open Systems (1988)Measuring the value of information technology in technical efficiency with stochastic production frontiers (2001)The business value of information technology and inputs substitution: The productivity paradox revisited (2006)Information Technologies and Business Value: An Analytic and Empirical Investigation (1995)50th Anniversary Article: The Evolution of Research on Information Systems: A Fiftieth-Year Survey of the Literature in Management Science (2004)A Behavioral Theory of the Firm (1964)Individual Differences and MIS Success: A Review of the Empirical Literature (1979)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)TOP MANAGEMENT TEAM DEMOGRAPHY AND CORPORATE STRATEGIC CHANGE. (1992)Handbook of industrial and organizational psychology (1993)Administrative Behavior (2019)A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation1 (2000)Beyond Computation: Information Technology, Organizational Transformation and Business Performance (2000)Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value1 (2004)A Multistage Model of Customers' Assessments of Service Quality and Value (1991)Factors Affecting Trust in Market Research Relationships (1993)Critical service logic: making sense of value creation and co-creation (2012)
this work references cited by second hop

References

  • 1995Task-Technology Fit and Individual Performance6,176 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,829 cited
  • 1993The productivity paradox of information technology2,606 cited
  • 1996Paradox Lost? Firm-Level Evidence on the Returns to Information Systems Spending2,114 cited
  • 1990Delivering Quality Service1,326 cited
  • 1985A Field Study of Organizational Factors Influencing DSS Success428 cited
  • 1975Age and Experience as Determinants of Managerial Information Processing and Decision Making Performance382 cited
  • 1997Information Technology Impact on Process Output and Quality231 cited
  • 1997Assessing the impact of information technology on labor productivity A field study80 cited
  • 1988MODELING AND MEASURING THE BUSINESS VALUE OF INFORMATION TECHNOLOGY72 cited
  • 1993A Microeconomic Production Assessment of the Business Value of Management Information Systems: The Case of Inventory Control31 cited
  • 2011Time And Quality: Twin Keys To Customer Service Satisfaction25 cited

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