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.
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