Performance effects of IT capability, service process innovation, and the mediating role of customer service
نویسندگان
چکیده
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. 2011 Elsevier B.V. All rights reserved.
منابع مشابه
Investigating the Effect of Integrative Capability and Flexible Culture on Firm Performance: Mediating Role of Business Model Innovation and Moderating Role of Firm’s Strategy
It is essential to evaluate the firms’ performance as a strategic process to comprehend the sustainability of each company. Therefore, firms are persistently looking to enhance their performance, in order to succeed in a dynamic and competitive environment. On the other side, through this condition achieving superior performance requires improvement and innovation in the business model to creat...
متن کاملThe Impact of Knowledge Management Strategy on Service Innovation Performance in Private and Public Hospitals
The main objective of this research is to investigate the comparative effect of knowledge management strategy on the service innovation performance in public and private hospitals through the mediating role of knowledge management practices. Drawing in knowledge management theory, all the organizations require a suitable knowledge management strategy to perform successfully. Therefore, this res...
متن کاملThe impact of information technology capability on firm performance; a focus on employeecustomer profit chain
Employee-customer-profit(ECP) chain is one of the guidelines for organizations‘success in their life cycle. Strong relationships have been found betweenemployees' attitudes and behaviors, employees' behaviors and customers'impressions, and customers' impressions and revenue growth. Out of this chain,there are some factors that can influence the processes through which these factorsinteract. One...
متن کاملA Model for the Effects of Ethical Work Climate, Organizational Trust and Proactive Customer Services Performance: The Role of Perceived Politicizing in Organization’s Reward System
This research aims to investigate the effects of ethical work climate on organizational trust and proactive customer service performance while the mediating role of perceived politicizing in organization’s reward system is considered as well. Statistical population consisted of all employees of Pasargad Insurance Company. By applying random sampling method, 260 employees were selected. Data wer...
متن کاملAn Examination of the Impact of Customer Relationship Management on Marketing Performance by Clarifying Mediating Role of Innovation and Marketing Memory
The aim of this study is to survey the effect of customer relationship management on marketing performance with regard to the mediating role of innovation and marketing memory in Insurance authority in Kerman province. Population in this research is managers and staff of Insurance corporates in Kerman province and the sample amounted to 252 that were estimated by relative random way and Cochran...
متن کامل