LibGuides: Advanced Reading: Information Technology

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Agrawal, Pushpa, and Steven C. Hall. "Using Accounting Metrics as Performance Measures to Assess the Impact of Information Technology Outsourcing on Manufacturing and Service Firms." Journal of Applied Business Research, vol. 30, no. 5, 2014, pp. 1559-n/a This study focuses on the information technology (IT) outsourcing decision and asks whether reported financial statement data can measure short-term financial effects of the IT outsourcing decision and thus add to the literature on the benefits of outsourcing. In this study we used accounting metrics derived from archival financial data to assess the impact of IT outsourcing on firms' performance measures. In the sample of 79 firms from 1986 to 2009, there were 45 firms in the manufacturing sector and 34 firms in the service sector. The comparative study between manufacturing and service sectors will help identify where the higher potential of outsourcing impact lies. Firms' performance is measured over a two-year period, one year before and one year after outsourcing decisions were made. For performance measures, we used cost efficiency, productivity, profitability, growth, cash management, and market ratio metrics. Using accounting metrics we show that IT outsourcing has a favorable short-term impact on manufacturing firms' cost efficiency, productivity, and cash management. At the same time outsourcing the IT function has little favorable impact on service firms' short-term performance measures.
Bhagwatwar, Akshay, Hillol Bala, and V. Ramesh. "IT Service Management Employee Compensation: Determinants and Outcomes." E - Service Journal, vol. 9, no. 3, 2014, pp. 1-18,61-62. ProQuest Information technology (IT) service management (ITSM) is a critical function of an IT organization and it is important to recruit, manage, and retain qualified ITSM employees who are responsible for providing IT services to an organization. Organizations rely on their in-house ITSM team and the outsourced IT systems (or business processes) to deliver high quality IT services. While IT outsourcing has become a norm in many organizations, its potential impact on in-house ITSM employee compensation and job outcomes, such as job satisfaction and turnover intentions, has remained under-examined. We develop a model that examines the interplay between human capital factors such as educational qualifications, employee compensation, employee job outcomes, and two organizational factors - IT outsourcing and ITSM size. We conducted a survey of ITSM employees from 423 organizations and found support for the model. Our findings have important theoretical and practical implications.
Bilgihan, Anil, and Youcheng Wang. "Technology Induced Competitive Advantage: A Case of US Lodging Industry." Journal of Hospitality and Tourism Technology, vol. 7, no. 1, 2016, pp. 37-59. ProQuest The purpose of this research is to assist hospitality organizations to better deploy and manage their information technology (IT) resources and enhance overall effectiveness by demonstrating how technologies can be used as a competitive weapon at various levels from a managerial perspective. Both academia and practitioners attempt to understand the driving factors of IT-induced competitive advantage. While some firms enjoy competitive advantage through IT, others struggle to gain such competitive advantage. Findings indicate that IT-induced competitive advantage is possible when hotels choose to integrate all the possible technologies in the organization with a harmony that creates synergy. To create IT-induced competitive advantage, firms also need to allocate resources (human, knowledge and capital) effectively and invest in innovative and sophisticated technologies.
Carr, Amelia S. "An Examination of Technology and Organization's Change in Service Delivery to Meet Customer Expectations." Journal of Applied Business Research, vol. 30, no. 3, 2014, pp. 725-n/a. ProQuest The purpose of this study is to examine the role of technology and organization's change in service delivery to meet customer expectations in the movie rental industry. This research provides a review of relevant literature and presents a theoretical framework of the relationship between technology accessibility, customer technology preference, organization's change in service delivery, organization effectiveness in service delivery, and customer technology adoption. The following research question is addressed in the study: What is the role of technology as it relates to service delivery in the movie rental industry? The study offers four hypotheses derived from the theoretical framework and the literature. Survey data collected from customers is analyzed using exploratory data analysis. Four hypotheses were tested using regression models. All four hypotheses were supported based on the items included in the regression models. This study fills a gap in the literature on service delivery and technology changes. It differs from other studies by focusing on the customers' perspective of technology and the organization's effectiveness in service delivery.
Sun, Jun, et al. "Rethinking E-Commerce Service Quality: Does Website Quality Still Suffice?" The Journal of Computer Information Systems, vol. 55, no. 4, 2015, pp. 62-72. ProQuest Since the beginning of e-commerce, there has been a debate on whether customer service should be included as a component of website quality. This study reexamines the question in the context of e-commerce maturity. Based on the more general service quality framework, it proposes e-commerce service quality as a broader construct that covers technical service quality, content service quality, and customer service quality. The empirical results based on the survey observations collected from USA and China suggest that online shoppers emphasize different quality aspects at different stages of e-commerce development. When e-commerce gets mature, customer service becomes more salient.