Impact of Information Technology Management Practices on Customer Service

By Jahangir Karimi, Toni M. Somers, Yash P. Gupta. Journal of Management Information Systems, 2001

377 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/cd79cf5e92183e2321b5f2b2969b8c0dce6b53c0

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. Shahriar Akter
2. Samuel Fosso Wamba
3. Angappa Gunasekaran
4. Jahangir Karimi
5. Ho Geun Lee
6. Anol Bhattacherjee
7. Rameshwar Dubey
8. Raymond G. Sin

In Management Information Systems

1. Angappa Gunasekaran
2. Rameshwar Dubey
3. Stephen J. Childe
4. Samuel Fosso Wamba
5. Shahriar Akter
6. Anol Bhattacherjee
7. Jahangir Karimi
8. Ho Geun Lee

In Organizational Behavior and Human Resource Management

1. Shahriar Akter
2. Angappa Gunasekaran
3. Jahangir Karimi
4. Ho Geun Lee
5. Anol Bhattacherjee
6. Rameshwar Dubey
7. Raymond G. Sin
8. Stephen J. Childe

Citations in the corpus

• Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005, background): “Since acquiring a new customer may cost the firm up to ten times more than retaining an existing one [33], it is important for businesses to improve customer satisfaction and retention, for which personalization is an important vehicle [26,56].”
• How to improve firm performance using big data analytics capability and business strategy alignment (2016, methodology): “(Boynton et al., 1994; DeSanctis and Jackson, 1994; Karimi et al., 2001; Kim et al., 2012; Li et al., 2003) Reflective BDACO2 In our organization, business analysts and line people from various departments frequently attend cross-functional meetings.”
• IT Capability and Digital Transformation: A Firm Performance Perspective (2016, background): “Firms with the ability to plan and integrate their IT resources are more positioned to capture information about customers, share knowledge and improve business processes (Karimi et al., 2001; Mithas et al., 2011).”
• IT Capabilities, Process-Oriented Dynamic Capabilities, and Firm Financial Performance (2011, background): “At organizations with a high degree of IT control, key line managers establish means to lay out IT budgets, prioritize IT functions, control IT resource-planning, and define the roles and responsibilities of IT staff (Karimi et al., 2001).”
• The Impact of ERP Implementation on Business Process Outcomes: A Factor-Based Study (2007, background): “Transformational effects result in process flexibility by enabling product and service innovation, reducing cycle times, and improving customer relationships [6, 50, 63].”
• CRM and customer-centric knowledge management: an empirical research (2003, background): “Company relationships with customers can be greatly improved by employing information technology (IT) (Karimi et al., 2001).”