Impact of IT Infrastructure on Customer Service Performance: The Role of Micro-IT Capabilities and Online Customer Engagement
نویسندگان
چکیده
This research argues that information technology (IT) capabilities can be classified in macroand micro-IT capabilities. We propose that IT infrastructure capability (a macro-IT capability) enables the development of social media and e-business technology capabilities (two micro-IT capabilities) to online engage customers and improve the firm’s customer service performance. We test the proposed model by using the variance-based structural equation modelling technique employing an innovative secondary dataset on a sample of 100 small U.S. firms. Results suggest that IT infrastructure capability positively affects customer service performance through two micro-IT capabilities (social media and ebusiness technology) and social and conventional online customer engagement.
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