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Impact of Information Technology Management Practices on Customer Service
16 references·16 citing·39 second hopsampled
Impact of Information Technology Management Practices on Customer Service (2001)Impact of Information Technology Manageme…Service Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…The emerging role of electronic marketplaces on the Internet (1998)The emerging role of electron…Electronic shopping (1998)Electronic shoppingBusiness Strategic Orientation, Information Systems Strategic Orientation, and Strategic Alignment (1997)Business Strategic Orientatio…RELATIONSHIP BETWEEN JIT AND TQM: PRACTICES AND PERFORMANCE. (1995)RELATIONSHIP BETWEEN JIT AND …The Influence of IT Management Practice on IT Use in Large Organizations (1994)The Influence of IT Managemen…Alignment of the IS Functions With the Enterprise: Toward a Model of Antecedents (1994)Alignment of the IS Functions…The Impact of Information Technology Investment Announcements on the Market Value of the Firm (1993)The Impact of Information Tec…Sustaining IT Advantage: The Role of Structural Differences (1991)Sustaining IT Advantage: The …Strategic planning for information systems (1990)Strategic planning for inform…Management strategies for information technology (1990)Management strategies for inf…Validating Instruments in MIS Research1 (1989)Validating Instruments in MIS…Competition in Global Industries (1988)Competition in Global Industr…The information system as a competitive weapon (1984)The information system as a c…The information archipelago--plotting a course. (1983)The information archipelago--…Essentials of Psychological Testing (1960)Essentials of Psychological T…Customer relationship management: digital transformation and sustainable business model innovation (2020)Customer relationship managem…Understanding supply chain analytics capabilities and agility for data-rich environments (2019)Understanding supply chain an…Investigating the Value of Sociomaterialism in Conceptualizing IT Capability of a Firm (2012)Investigating the Value of So…Performance effects of IT capability, service process innovation, and the mediating role of customer service (2011)Performance effects of IT cap…Optimizing Service Productivity (2011)Optimizing Service Productivi…Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use (2011)Extracting Business Value fro…The Role of Trust in Postadoption IT Exploration: An Empirical Examination of Knowledge Management Systems (2010)The Role of Trust in Postadop…Employees' affective commitment to change (2008)Employees' affective commitme…The Impact of ERP Implementation on Business Process Outcomes: A Factor-Based Study (2007)The Impact of ERP Implementat…Interoperability of E-Government Information Systems: Issues of Identification and Data Sharing (2007)Interoperability of E-Governm…Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005)Personalization versus Privac…Customer relationship management research (1992‐2002) (2005)Customer relationship managem…Customer relationship management in small–medium enterprises: The case of Turkish tourism industry (2005)Customer relationship managem…A resource-based view of electronic commerce (2005)A resource-based view of elec…CRM and customer‐centric knowledge management: an empirical research (2003)CRM and customer‐centric know…A model for evaluating the effectiveness of CRM using the balanced scorecard (2003)A model for evaluating the ef…Coefficient Alpha and the Internal Structure of Tests (1951)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Naturalistic inquiry (1985)Validation Guidelines for IS Positivist Research (2004)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Bridging the Qualitative–Quantitative Divide: Guidelines for Conducting Mixed Methods Research in Information Systems1 (2013)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Measuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit (1984)Measurement of Business Performance in Strategy Research: A Comparison of Approaches (1986)An Integrated Model of Information Systems Adoption in Small Businesses (1999)A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study (2003)Review: The Resource-Based View and Information Systems Research: Review, Extension, and Suggestions For Future Research1 (2004)Reducing Buyer Search Costs: Implications for Electronic Marketplaces (1997)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)Building Effective Online Marketplaces with Institution-Based Trust (2004)Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)Exchange and Power in Social Life. (1965)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)The Effect of Online Privacy Information on Purchasing Behavior: An Experimental Study (2010)Data Privacy: Effects on Customer and Firm Performance (2016)The role of data privacy in marketing (2016)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)IT competency and firm performance: is organizational learning a missing link? (2003)Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry (2005)External Control of Organizations: Resource Dependence Perspective (2011)Strategic use of information technologies in the tourism industry (1998)Alignment Between Business and IS Strategies: A Study of Prospectors, Analyzers, and Defenders (2001)Effect of Information Systems Resources and Capabilities on Firm Performance: A Resource-Based Perspective (2005)Types of Information Technology Capabilities and Their Role in Competitive Advantage: An Empirical Study (2005)The Multinational Corporation as an Interorganizational Network (1990)Alliance Management as a Source of Competitive Advantage (2002)Modernization, cultural change, and democracy the human development sequence (2005)Emotional Intelligence (1990)Guidelines, criteria, and rules of thumb for evaluating normed and standardized assessment instruments in psychology. (1994)Handbook of Positive Psychology (2001)Customer satisfaction and its measurement in hospitality enterprises (1999)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)The evolution of the intellectual structure of operations management—1980–2006: A citation/co‐citation analysis (2008)
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References

  • 1960Essentials of Psychological Testing4,513 cited
  • 1989Validating Instruments in MIS Research12,536 cited
  • 1988Competition in Global Industries1,648 cited
  • 1998The emerging role of electronic marketplaces on the Internet1,379 cited
  • 1990Strategic planning for information systems1,204 cited
  • 1997Business Strategic Orientation, Information Systems Strategic Orientation, and Strategic Alignment1,159 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
  • 1990Management strategies for information technology1,045 cited
  • 1991Sustaining IT Advantage: The Role of Structural Differences915 cited
  • 1984The information system as a competitive weapon905 cited
  • 1994The Influence of IT Management Practice on IT Use in Large Organizations679 cited
  • 1995RELATIONSHIP BETWEEN JIT AND TQM: PRACTICES AND PERFORMANCE.655 cited
  • 1993The Impact of Information Technology Investment Announcements on the Market Value of the Firm645 cited
  • 1998Electronic shopping621 cited
  • 1994Alignment of the IS Functions With the Enterprise: Toward a Model of Antecedents512 cited

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1983
The information archipelago--plotting a course.
408 cited

Cited by

  • 2005Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma1,024 cited
  • 2005Customer relationship management research (1992‐2002)387 cited
  • 2003A model for evaluating the effectiveness of CRM using the balanced scorecard349 cited
  • 2020Customer relationship management: digital transformation and sustainable business model innovation336 cited
  • 2007The Impact of ERP Implementation on Business Process Outcomes: A Factor-Based Study328 cited
  • 2003CRM and customer‐centric knowledge management: an empirical research268 cited
  • 2019Understanding supply chain analytics capabilities and agility for data-rich environments247 cited
  • 2011Performance effects of IT capability, service process innovation, and the mediating role of customer service232 cited
  • 2011Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use203 cited
  • 2010The Role of Trust in Postadoption IT Exploration: An Empirical Examination of Knowledge Management Systems196 cited
  • 2005Customer relationship management in small–medium enterprises: The case of Turkish tourism industry195 cited
  • 2011Optimizing Service Productivity195 cited
  • 2007Interoperability of E-Government Information Systems: Issues of Identification and Data Sharing175 cited
  • 2005A resource-based view of electronic commerce168 cited
  • 2012Investigating the Value of Sociomaterialism in Conceptualizing IT Capability of a Firm167 cited
  • 2008Employees' affective commitment to change159 cited