Impact of IT infrastructure on customer service performance: The role of micro-IT capabilities and online customer engagement

Jessica Braojos-Gomez, Jose Benitez-Amado, F. Javier Llorens-Montes

Producció científica: Contribució a una conferènciaContribucióAvaluat per experts

9 Cites (Scopus)

Resum

This research argues that information technology (IT) capabilities can be classified in macro- and micro-IT capabilities. We propose a conceptual model in which IT infrastructure capability (a macro- IT capability) enables the development of social media and e-business technology capabilities (two micro-IT capabilities) to online engage customers and improve the firm's customer service performance. We test the proposed model by using the variance-based structural equation modelling technique and the method of estimation of partial least squares employing an innovative secondary dataset on a sample of 100 small firms included in the 2013 Forbes America's Best Small Companies ranking. The empirical analysis suggests that IT infrastructure capability positively affects customer service performance through two micro-IT capabilities (social media and e-business technology) and social and conventional online customer engagement.

Idioma originalAnglès
Estat de la publicacióPublicada - 2015
Publicat externament
Esdeveniment19th Pacific Asia Conference on Information Systems, PACIS 2015 - Singapore, Singapore
Durada: 5 de jul. 20159 de jul. 2015

Conferència

Conferència19th Pacific Asia Conference on Information Systems, PACIS 2015
País/TerritoriSingapore
CiutatSingapore
Període5/07/159/07/15

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