NDLI: Performance effects of IT capability, service process innovation, and the mediating role of customer service

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Performance effects of IT capability, service process innovation, and the mediating role of customer service

Content Provider	Semantic Scholar
Author	Chen, Ja-Shen Tsou, Hung-Tai
Copyright Year	2012
Abstract	Few academic studies have investigated how information technology (IT) capability and service process innovation can create performance gains for firms through customer service. We propose that customer service is a significant mediator through which IT capability and service process innovation influence the performance of a firm, and that IT capability is also a critical factor that facilitates service process innovation. Empirical support for our argument was derived from data collected from 174 firms in the Taiwan IT industry. The results suggest that managerial initiatives should be directed at developing IT capability and service process innovation and leveraging them to facilitate customer service to attain superior firm performance. Furthermore, greater IT capability would lead to a higher degree of service process innovation.
Starting Page	71
Ending Page	94
Page Count	24
File Format	PDF HTM / HTML
DOI	10.1016/j.jengtecman.2011.09.007
Alternate Webpage(s)	https://www.researchgate.net/profile/Hung-Tai_Tsou/publication/241100182_Performance_effects_of_IT_capability_service_process_innovation_and_the_mediating_role_of_customer_service/links/00463537564540a8d0000000.pdf
Alternate Webpage(s)	https://doi.org/10.1016/j.jengtecman.2011.09.007
Volume Number	29
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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