Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...

This research studies information technology (IT) business value by examining complementarity effects between organizational culture and dynamic IT capability on firm performance. Using the Competing Values Framework, we study the external/internal focus and flexibility/stability dimensions of organizational culture. Here dynamic IT capability refers to the ability to integrate, build, and reco...

Business-ICT alignment is the problem of matching ICTservices with the requirements of the business. In businesses of any significant size, business-ICT alignment is a hard problem, which is currently not solved completely. With the advent of networked constellations of enterprises, the problem gets a new dimension, because in such a network, there is not a single point of authority for making ...

Limitations in our ability to adequately forecast the expected value of IT investments represent a notable impediment to efforts to develop business cases that can be relied upon when making IT investment decisions. This undermines the effectiveness of these decisions and threatens the benefits that a portfolio of IT investments ultimately delivers. Since IT investment decisions have direct imp...

This paper presents a framework for analysis of how IT systems add business value by causally affecting the structuring of organizations. To aid our understanding of IT benefits related to organizational structure, we put the well established theory of organizational behavior developed by Mintzberg to use. Combining Mintzberg with more recent research on the business value of IT, the result is ...

Purpose – The purpose of this paper is to develop, and explicate the significance of the need for a systemic conceptual framework for understanding IT business value. Design/methodology/approach – Embracing a systems perspective, this paper examines the interrelationship between IT and other organisational factors at the organisational level and its impact on the business value of IT. As a resu...

The business value of IT (BVIT) has been a prominent and central research topic in the IS discipline. Due to continuous and unpredictable technology and business changes, a more dynamic perspective on IT business value that includes organizational learning is required. We suggest that simple rules heuristics can address this challenge. The simple rules heuristics approach has been introduced by...

This study conceptually develops a Business Value if IT (BVIT) model, conjointly and innovatively using four theoretical frameworks, the Resource-Based View(RBV) of the firm, Knowledge-Based View (KBV), Contingency theory, and the Strategic Alignment Model. The developed model proposes that IT-enabled knowledge and communication capabilities, which actually create IT-enabled economic value (EVI...

e-Services are just as commercial services; however e-services can be fully ordered and provisioned via the Internet. Such e-services are often offered by a constellation of enterprises rather than just one. A question is then how to properly align these enterprises, such that they can provision e-services. Additionally, because e-services rely so heavily on IT, aligning business (essentially t...

Our research intends to explore whether a social perspective on IT business alignment can help shed light on the IT value creation process by considering different facets of interpersonal linkage. In this paper, we develop a theoretical model which could be discussed at the JAIS workshop. Further, we use some empirical data from 149 US banks in order to find first empirical evidence whether our...