Abstract
Information technology (IT) investments, including investments in customer relationship management systems, constitute a significant proportion of firms' capital investments. Firms have, however, struggled to measure the payoffs from these investments. In this article, we use the resource-based view of the firm to discuss how different IT resources, individually, and in combination with other IT and non-IT resources, may create value. More specifically, we contend that IT resources create value when IT resources, together with other IT and non-IT resources, allow firms to improve the relative performance of their customer service processes.
| Original language | English (US) |
|---|---|
| Title of host publication | Planning for information systems |
| Publisher | Taylor and Francis |
| Pages | 444-453 |
| Number of pages | 10 |
| ISBN (Electronic) | 9781315701745 |
| ISBN (Print) | 9780765619501 |
| State | Published - Mar 12 2015 |
| Externally published | Yes |
Keywords
- Competitive advantage
- Customer service
- Information technology
- It resources
- Resource-based view