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作者：Ray, G; Muhanna, WA; Barney, JB
作者单位：University of Texas System; University of Texas Austin; University System of Ohio; Ohio State University; University System of Ohio; Ohio State University
摘要：Delivering quality customer service has emerged as a strategic imperative, one that is increasingly tied to a firm's information technology resources and capabilities. This paper presents an empirical study that examines the extent to which IT impacts customer service. More specifically, this study investigates the differential effects of various IT resources and capabilities on the performance of the customer service process across firms that compete in the North American life and health insu...
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作者：Ives, B; Olson, MH; Weber, R
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作者：de Ven, AHV
作者单位：University of Minnesota System; University of Minnesota Twin Cities
摘要：Advances in information technologies and the growth of a knowledge-based service economy are transforming the basis of technological innovation and corporate competition. This transformation requires taking a broader, institutional and political view of information technology and knowledge management To succeed, firms are advised to focus on building their distinctive competencies, outsource the rest, and become nodes in value chain networks. This shifts the level of competition from between i...
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作者：Agarwal, R; Lucas, HC
作者单位：University System of Maryland; University of Maryland College Park
摘要：This paper presents an alternative view of the Information Systems identity crisis described recently by Benbasat and Zmud (2003). We agree with many of their observations, but we are concerned with their prescription for IS research. We critique their discussion of errors of inclusion and exclusion in IS research and highlight the potential misinterpretations that are possible from a literal reading of their comments. Our conclusion is that following Benbasat and Zmud's nomological net will r...
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作者：Garud, R; Kumaraswamy, A
作者单位：New York University; Singapore Management University
摘要：We adopt a systems perspective to explore the challenges that organizations face in harnessing knowledge. Such a perspective draws attention to mutually causal processes that have the potential to generate both vicious and virtuous circles. Based on a longitudinal study at Infosys Technologies, we conclude that knowledge management involves more than just the sponsorship of initiatives at and across different organizational levels. It also involves an active process of steering around and out ...
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作者：Piccoli, G; Ives, B
作者单位：Cornell University; University of Houston System; University of Houston
摘要：The role of information systems in the creation and appropriation of economic value has a long tradition of research, within which falls the literature on the sustainability of IT-dependent competitive advantage. In this article, we formally define the notion of IT-dependent strategic initiative and use it to frame a review of the literature on the sustainability of competitive advantage rooted in information systems use. We offer a framework that, articulates both the dynamic approach to IT-d...
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作者：Porra, J; Hirschheim, R; Parks, MS
作者单位：University of Houston System; University of Houston; Louisiana State University System; Louisiana State University
摘要：We attempt to use general systems theory (GST) to understand why the resources of Texaco's corporate information technology function consistently did not match its task during its 40-year lifetime. Our interpretation uses mechanistic, organic, and colonial systems metaphors, each with three components. The first is an analysis of a management action system made up of organizational indicators such as Texaco's revenues, profits, employee numbers, IT budgets, and IT personnel numbers. The second...
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作者：Gattiker, TF; Goodhue, DL
作者单位：Boise State University; University System of Georgia; University of Georgia
摘要：We present a model of the organizational impacts of enterprise resource planning (ERP) systems once the system has gone live and the shake-out phase has occurred. Organizational information processing theory states that performance is influenced by the level of fit between information processing mechanisms and organizational context. Two important elements of this context are interdependence and differentiation among subunits of the organization. Because ERP systems include data and process in...
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作者：Kankanhalli, A; Tan, BCY; Wei, KK
作者单位：National University of Singapore; City University of Hong Kong
摘要：Organizations are attempting to leverage their knowledge resources by employing knowledge management (KM) systems, a key form of which are electronic knowledge repositories (EKRs). A large number of KM initiatives fail due to the reluctance of employees to share knowledge through these systems. Motivated by such concerns, this study formulates and tests a theoretical model to explain EKR usage by knowledge contributors. The model employs social exchange theory to identify cost and benefit fact...
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作者：Poston, RS; Speier, C
作者单位：University of Memphis; Michigan State University; Michigan State University's Broad College of Business
摘要：Knowledge management systems (KMSs) facilitate the efficient and effective sharing of a firm's intellectual resources. However, sifting through the myriad of content available through KMSs can be challenging, and knowledge workers may be overwhelmed when trying to find the content most relevant for completing a new task. To address this problem, KMS designers often include content rating schemes (i.e., users of the KMS submit ratings to indicate the quality of specific content used) and credib...
