This research addresses the following questions: Do information technology (IT) investments have an effect on customer satisfaction? What are the causal mechanisms that mediate the effect of IT systems on customer satisfaction? Does the effect of IT on customer satisfaction differ across...

The transformation of business -- Business processes : the enablers of innovation -- Analytics : insights for innovation -- It matters : technical architecture for innovation -- Organizational legacies : impediments to value creation -- Efficiency and flexibility : managing the tension --...

In this study, we examine the effect of managerial and technical competencies of information technology (IT) professionals on their salaries. Based on a large nationally representative dataset of more than 55,000 IT professionals in the U.S. for the period 1999-2002, we find that both managerial...

Purpose: This paper advances a research agenda for service researchers at the intersection of healthcare and information technologies to improve access to quality healthcare at affordable prices. The article reviews key trends to provide an agenda for research focusing on strategies, governance...

This article provides an assessment of the causal effect of customer relationship management (CRM) applications on one-to-one marketing effectiveness. We use a potential outcomes based propensity score approach to assess this causal effect. We find that firms using CRM systems have greater...