Organization’s Performance, Customer Value and the Functional Capabilities of Information Systems

Abstract

This study investigates how the functional capabilities of information systems, such as workforce management, innovation, and monitoring, affect the creation of customer value that leads to organizational performance. A cross-sectional field study (i.e., survey questionnaire) was conducted with 104 small- and medium-sized enterprises in the service industry in Malaysia. Results from the study suggest that information systems functional capabilities do influence the creation of customer value and ultimately organizational performance.

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