Impact of Information Technology Management Practices on Customer Service

2001 | Journal of Management Information Systems | Citations: 100

Authors: Karimi, Jahangir; Somers, Toni M.; Gupta, Yash P.

Abstract: Recently, despite huge incentives and subsequent increases in investment in cust ... Expand

Abstract: Recently, despite huge incentives and subsequent increases in investment in customer relationship management technology, many firms have not been able to increase their customer satisfaction index ratings. The purpose of this paper is to gauge whether IT management practices differ among firms where IT has a major role in transforming marketing, operations, or both, which give the firms advantage by affecting their customer service. Several research hypotheses are tested using data obtained from a survey of 213 IT-leaders in the financial services industry. The results clearly indicate that the IT-leader firms have a higher level of IT management sophistication and a higher role for their IT-leaders compared to IT-enabled customer focus, IT-enabled operations focus, and IT-laggard firms. This paper concludes with the implications for both researchers and practitioners. Collapse

Topics: IS management marketing management customer service system integration information system use

Methods: survey survey design parametric test factor analysis ANOVA

Experimental Investigation of the Impact of Linear and Nonlinear Information Presentation on Problem Solving

1994 | International Conference on Information Systems | Citations: 0

Authors: Ramarapu, N; Frolick, Mark

Abstract: Traditional methods of information presentation rely on linear or sequential med ... Expand

Abstract: Traditional methods of information presentation rely on linear or sequential media (e.g., textbooks, sequential databases and lectures). LiIiear text presentation is organized and designed to be accessed or presented in a fixed sequential order as in printed materials. Linearity of media is not a problem when the subject matter being presented is well structured and fairly simple (Spiro and Jehng 1990). However, as content becomes more complex and less structured, increasingly greater alnounts of relevant information are lost with linear information presentation (Spiro and Jehng 1990). Collapse

Topics: outsourcing structured query language problem solving database languages user training

Methods: conceptual modelling experiment longitudinal research case study laboratory experiment

Theories: spreading activation theory of memory