-
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...
-
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...
-
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...
-
作者：Chiasson, MW; Davidson, E
作者单位：University of Calgary; University of Hawaii System; University of Hawaii Manoa
摘要：In this essay, we argue that industry receives little attention in information systems research and theory, despite its increasingly important influence on IS activities. This is evident both in the narrow range of industries examined in IS research and the infrequent consideration of industry in theory. We base these observations on an analysis of IS publications in two top-tier journals (MIS Quarterly and Information Systems Research) over eight years. Drawing from institutional theory, we c...
-
作者：Majchrzak, A; Beath, CM; Lim, RA; Chin, WW
作者单位：University of Southern California; University of Texas System; University of Texas Austin; Asian Institute of Management; University of Houston System; University of Houston
摘要：It has long been recognized that client learning is an important factor in the successful development of information systems. While there is little question that clients should learn, there is less clarity about how best to facilitate client learning during developer-client meetings. In this study, we suggest that a cooperative learning strategy called collaborative elaboration developed by educational psychologists provides a theoretical and practical basis for stimulating client learning dur...
-
作者：Walden, EA
作者单位：Texas Tech University System; Texas Tech University
摘要：This paper examines the question of how intellectual property rights in the software created during information technology outsourcing relationships should be divided. This paper expands on the property rights approach developed by Grossman, Hart, and Moore by recognizing that, with respect to software, it is possible to separate excludability rights from usability rights. These rights are modeled and the contractually optimal distribution is determined. This model is then modified to account ...
-
作者：Gattiker, TF; Goodhue, DL
-
作者：Kettinger, WJ; Lee, CC
作者单位：University of South Carolina System; University of South Carolina Columbia; Yonsei University
摘要：The expectation norm of Information Systems SERVQUAL has been challenged on both conceptual and empirical grounds, drawing into question the instrument's practical value. To address the criticism that the original IS SERVQUAL's expectation measure is ambiguous, we test a new set of scales that posits that service expectations exist at two levels that IS customers use as a basis to assess IS service quality: (1) desired service: the level of IS service desired, and (2) adequate service: the min...
-
作者：Suh, KS; Lee, YE
作者单位：Yonsei University; University of British Columbia
摘要：As competition in business-to-consumer e-commerce becomes fiercer, Web-based stores are attempting to attract consumers' attention by exploiting state-of-the-art technologies. Vitrual-reality (VR) on the Internet has been gaining prominence recently because it enables consumers to experience products realistically over the Internet, there- by mitigating the problems associated with consumers' lack of physical contact with products. However, while the employment of VR has increased in B2C e-com...
-
作者：Saunders, C
