Information Technology and the Performance of the Customer Service Process: A Resource-Based Analysis

By Gautam Ray, Waleed A. Muhanna, Jay B. Barney. MIS Q., 2005

1,081 citations recorded by the source corpus.

Subfields: Information Systems and Management, Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/27815299a9ccdf21ec6deeffc2f7c9683296d47a

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In Information Systems and Management

In Management Information Systems

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Citations in the corpus

Specifying Formative Constructs in Information Systems Research (2007, background): “…Independence Majchrzak, Beath, Lim, Chen (2005a) Coordination Information Exchange Malhotra et al. (2005) Cost Brown and Venkatesh (2005) Currency Karimi et al. (2004); Wixom and Todd (2005); Customer Service (Self Assessment) Ray et al. (2005) 654 MIS Quarterly Vol. 31 No. 4/December 2007”
The Formation and Value of IT-Enabled Resources: Antecedents and Consequences of Synergistic Relationships (2010, background): “We note that while some IT assets are customizable, and as such may not be regarded as completely undifferentiated, they are still considered commodities since they are not protected by isolating mechanisms (Ray et al. 2005).”
Leveraging Digital Technologies: How Information Quality Leads to Localized Capabilities and Customer Service Performance (2013, background): “Further, prior research in the customer service domain has assessed how acquisition of digital technologies influences customer service performance (Ray et al. 2005).”
Business intelligence success: The roles of BI capabilities and decision environments (2013, background): “These capabilities impact the way an organization processes information and the performance of the organization [12,71,99].”
Absorptive Capacity and Information Systems Research: Review, Synthesis, and Directions for Future Research (2012, background): “Organizations with high levels of collective business-IT knowledge are aligned in their business and IT objectives (Kearns and Sabherwal 2007), experience improved customer service process performance (Ray et al. 2005), and enjoy greater IT capability effectiveness (Armstrong and Sambamurthy 1999).”
Resource Structuring or Capability Building? An Empirical Study of the Business Value of Information Technology (2012, background): “Second, IT-related capability refers to the routines within the IT function to execute IS management and operational processes in a high-quality and sophisticated manner [69, 88, 89, 107].”
Influence of Technological Assets on Organizational Performance through Absorptive Capacity, Organizational Innovation and Internal Labour Flexibility (2018, neutral): “Technological assets: This investigation used the arithmetical mean of three previously used scales to measure TMS (four items used by [83,84]; α= 0.”
Modelling quality dynamics, business value and firm performance in a big data analytics environment (2017, background): “The RBT viewpoint suggests that an IT resource cannot explain variance in the performance of a system if it is not rare and not costly to imitate (Ray et al., 2005).”
Determinants of satisfaction and continuance intention towards self-service technologies (2009, background): “…Limited 0263-5577 DOI 10.1108/02635570911002306 D ow nl oa de d by U ni ve rs ity o f O kl ah om a A t 1 3: 39 0 5 Fe br ua ry 2 01 5 implications both for selecting technologies and for managers who provide service in these high-tech environments (Parasuraman and Colby, 2001; Ray et al., 2005).”
Information Technology and Business-Level Strategy: Toward an Integrated Theoretical Perspective (2013, background): “While more than a decade of MIS scholarship (e.g., Andreu and Cibbora 1996; Bharadwaj 2000; Gordon et al. 2005; Ray et al. 2005; Tarafdar and Gordon 2007; Wade and Hulland 2004) has offered rich insights germane to strategy scholars’ understanding of the application of competency-based theories in t”
How can SMEs successfully navigate VUCA environment: The role of agility in the digital transformation era (2022, background): “Simi larly, prior studies showed that IT capability has a positive effect on firm’s agility (Roberts and Grover, 2012; Tallon, 2008), however findings are mixed (Ray et al., 2005) and, in fact, some scholars found that it does not increase firm agility (Liu et al., 2013; Swafford et al., 2008).”