How information technology resources can provide a competitive advantage in customer service

Jay B. Barney, Gautam Ray

Research output: Chapter in Book/Report/Conference proceedingChapter

4 Scopus citations

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 languageEnglish (US)
Title of host publicationPlanning for information systems
PublisherTaylor and Francis
Pages444-453
Number of pages10
ISBN (Electronic)9781315701745
ISBN (Print)9780765619501
StatePublished - Mar 12 2015

Keywords

  • Competitive advantage
  • Customer service
  • Information technology
  • It resources
  • Resource-based view

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