400
Views
21
CrossRef citations to date
0
Altmetric
Empirical Research

The competitive impact of information technology: can commodity IT contribute to competitive performance?

&
Pages 616-628 | Received 14 Jan 2012, Accepted 17 Jun 2013, Published online: 19 Dec 2017

References

  • AH&LA. (2008) 2008 odging Survey, American Hotel and Lodging Association, 1201 New York Avenue, NW, #600, Washington, DC, USA.
  • AndersonPComplexity theory and organization scienceOrganization Science199910321623210.1287/orsc.10.3.216
  • AralSWeillPIT assets, organizational capabilities, and firm performance: how resource allocations and organizational differences explain performance variationOrganization Science200718576378010.1287/orsc.1070.0306
  • ArkinRMGleasonJMJohnstonSEffect of perceived choice, expected outcome, and observed outcome of an action on the causal attributions of actorsJournal of Experimental Social Psychology197612215115810.1016/0022-1031(76)90066-4
  • BankerRDBardhanIRChangHLinSPlant information systems, manufacturing capabilities, and plant performanceMIS Quarterly2006302315337
  • BerkleyBJGuptaAImproving service quality with information technologyInternational Journal of Information Management199414210912110.1016/0268-4012(94)90030-2
  • BharadwajASA resource-based perspective on information technology capability and firm performance: an empirical investigationMIS Quarterly200024116919610.2307/3250983
  • BitnerMJSelf-service technologies: what do customers expect?Marketing Management20011011011
  • BitnerMJOstromALMeuterMLImplementing successful self-service technologiesAcademy of Management Executive20021649610810.5465/AME.2002.8951333
  • BrohmanMKPiccoliGMartinPZulkernineFParasuramanAWatsonRA design theory approach to building strategic net-based customer service systemsDecision Sciences200940340343010.1111/j.1540-5915.2009.00242.x
  • BrohmanMKWatsonRPiccoliGParasuramanAData completeness: a key to effective net-based customer service systemsCommunications of the ACM2003466475110.1145/777313.777339
  • BrykASRaudenbushSWHierarchical Linear Models in Social and Behavioral Research: Applications and Data Analysis Methods1992
  • Burton-JonesAGallivanMJToward a deeper understanding of system usage in organizations: a multilevel perspectiveMIS Quarterly2007314657679
  • Burton-JonesAStraubDReconceptualizing system usage: an approach and empirical testInformation Systems Research200617322824610.1287/isre.1060.0096
  • ButlerBSGrayPHReliability, mindfulness, and information systemsMIS Quarterly2006302211224
  • CarrNGIT doesn’t matterHarvard Business Review20038154149
  • CenfetelliRTBenbasatIAl-NatourSAddressing the what and how of online services: positioning supporting-services functionality and service quality for business-to-consumer successInformation Systems Research200819216118110.1287/isre.1070.0163
  • ChariMDRDevarajSDavidPResearch note: the impact of information technology investments and diversification strategies on firm performanceManagement Science200854122423410.1287/mnsc.1070.0743
  • ChaseRBTansikDAThe customer contact model for organisation designManagement Science19832991037105010.1287/mnsc.29.9.1037
  • ChesbroughHSpohrerJA research manifesto for service scienceCommunications of the ACM2006497354010.1145/1139922.1139945
  • CochraneDOrcuttGHApplication of least squares regression to relationships containing autocorrelated error termsJournal of the American Statistical Association1949442453261
  • CorningPAThe re-emergence of ‘emergence’: a venerable concept in search of a theoryComplexity200276183010.1002/cplx.10043
  • DayGSInvited commentaries on ‘Evolving to a new dominant logic for marketing’Journal of Marketing2004681182710.1509/jmkg.68.1.18.24035
  • DehningBStratopoulosTDeterminants of a sustainable competitive advantage due to an IT-enabled strategyJournal of Strategic Information Systems200312172810.1016/S0963-8687(02)00035-5
  • DeloneWHMcLeanERInformation system success: the quest for the dependent variableInformation Systems Research199231609510.1287/isre.3.1.60
  • DeloneWHMcLeanERThe DeLone and McLean model of information systems success: a ten-year updateJournal of Management Information Systems2003194931
  • DevCSMorganMShoemakerSA positioning analysis of hotel brands based on travel manager perceptionsCornell Quarterly19953664855
  • DevarajSKohliRPerformance impacts of information technology: is actual usage the missing linkManagement Science200349327328910.1287/mnsc.49.3.273.12736
  • DierickxICoolKAsset stock accumulation and sustainability of competitive advantageManagement Science198935121504151110.1287/mnsc.35.12.1504
  • DulibaKAKauffmanRJLucasHCJr.Appropriating value from computerized reservation system ownership in the airline industryOrganization Science200112670272810.1287/orsc.12.6.702.10087
  • El SawyOABowlesGRedesigning the customer support process for the electronic economy: insights from storage dimensionsMIS Quarterly199721445748310.2307/249723
  • FalkTSchepersJHammerschmidtMBauerHHIdentifying cross channel dissynergies for multichannel service providersJournal of Service Research200710214316010.1177/1094670507306683
  • FinkLHow do IT capabilities create strategic value? Toward greater integration of insights from reductionistic and holistic approachesEuropean Journal of Information Systems2011201163310.1057/ejis.2010.53
  • FroehleCMRothAVNew measurement scales for evaluating perceptions of the technology-mediated customer service experienceJournal of Operations Management200422112110.1016/j.jom.2003.12.004
  • GallettaDFHenryRMcCoySPolakPWeb site delays: how tolerant are users?Journal of the Association for Information Systems200451128
  • Gartner RESEARCH. (2007) The 7th Annual Kiosk Benchmark Study.
  • HofmannDAAn overview of the logic and rationale of hierarchical linear modelsJournal of Management199723672374410.1177/014920639702300602
  • JeffersPIMuhannaWANaultBRInformation technology and process performance: an empirical investigation of the interaction between IT and non-IT resourcesDecision Sciences200839470373510.1111/j.1540-5915.2008.00209.x
  • KarimiJSomersTMGuptaYPImpact of information technology management practices on customer serviceJournal of Management Information Systems2001174125158
  • KellerKLLehmannDRBrands and branding: research and future prioritiesMarketing Science200625674075910.1287/mksc.1050.0153
  • Knowledge@Wharton. (2004) Information technology: value creator or commodity? [WWW document] http://knowledge.wharton.upenn.edu/article.cfm?articleid=948 (accessed January 2012).
  • IvesBLearmonthGPThe information system as a competitive weaponCommunications of the ACM198427121193120110.1145/2135.2137
  • LeeJAllawayAEffects of personal control on adoption of self-service technology innovationsJournal of Services Marketing200216655357210.1108/08876040210443418
  • MacCormackARusnakJBaldwinCExploring the structure of complex software designs: an empirical study of open source and proprietary codeManagement Science20065271015103010.1287/mnsc.1060.0552
  • MakadokRCan first-mover and early-mover advantages be sustained in an industry with low barriers to entry/imitation?Strategic Management Journal199819468369610.1002/(SICI)1097-0266(199807)19:7<683::AID-SMJ965>3.0.CO;2-T
  • MataFJFuerstWLBarneyJBInformation technology and sustained competitive advantage: a resource-based analysisMIS Quarterly199519448750510.2307/249630
  • McFarlanFWNolanRLDoes IT matter? An HBR debateHarvard Business Review2003816109115
  • MelvilleNKraemerKGurbaxaniVReview: information technology and organizational performance: an integrative model of IT business valueMIS Quarterly2004282283322
  • MeuterMLIstromALRoundtreeRIBitnerMJSelf-service technologies: understanding customer satisfaction with technology-based service encountersJournal of Marketing2000643506410.1509/jmkg.64.3.50.18024
  • MilgromPRobertsJThe economics of modern manufacturing: technology, strategy, and organizationThe American Economic Review1990803511528
  • MilgromPRobertsJComplementarities and fit strategy, structure, and organizational change in manufacturingJournal of Accounting and Economics1995192–317920810.1016/0165-4101(94)00382-F
  • NaultBRDexterASAdded value and pricing with information technologyMIS Quarterly199519444946310.2307/249628
  • NevoSWadeMRThe formation and value of IT-enabled resources: antecedents and consequences of synergistic relationshipsMIS Quarterly2010341163183
  • NevoSWadeMRFirm-level benefits of IT-enabled resources: a conceptual extension and an empirical assessmentJournal of Strategic Information Systems201120440341810.1016/j.jsis.2011.08.001
  • OrlikowskiWJIaconoCSResearch commentary: desperately seeking the ‘IT’ in IT research – a call to theorizing the IT artifactInformation Systems Research200112212113410.1287/isre.12.2.121.9700
  • OtimSGroverVAn empirical study on web-based services and customer loyaltyEuropean Journal of Information Systems200615652754110.1057/palgrave.ejis.3000652
  • ParasuramanAZeithamlVABerryLLA conceptual model of service quality and its implications for future researchJournal of Marketing198519Fall415010.2307/1251430
  • ParasuramanAZeithamlVAMalhotraAE-S-QUAL: a multiple-item scale for assessing electronic service qualityJournal of Service Research20057321323310.1177/1094670504271156
  • PiccoliGBassBIvesBCustom-made apparel at Lands’ EndMIS Quarterly Executive2003227484
  • PiccoliGBrohmanKWatsonRTParasuramanANet-based customer service systems: evolution and revolution in web site functionalitiesDecision Sciences200435342345510.1111/j.0011-7315.2004.02620.x
  • PiccoliGIvesBIT-dependent strategic initiatives and sustained competitive advantage: a review and synthesis of the literatureMIS Quarterly2005294747776
  • PiccoliGWatsonRTProfit from customer data by identifying strategic opportunities and adopting the ‘born digital’ approachMIS Quarterly Executive200873113122
  • PowellTCDent-MicallefAInformation technology as competitive advantage: the role of human, business, and technology resourcesStrategic Management Journal199718437540510.1002/(SICI)1097-0266(199705)18:5<375::AID-SMJ876>3.0.CO;2-7
  • RayGMuhannaWABarneyJBInformation technology and the performance of the customer service process: a resource-based analysisMIS Quarterly2005294625652
  • RayportJFJaworskiBJBest face forwardHarvard Business Review20048212111
  • ReedRDefillippiRJCasual ambiguity, barriers to imitation, and sustainable competitive advantageThe Academy of Management Review199015188103
  • RivkinJWImitation of complex strategiesManagement Science200046682484410.1287/mnsc.46.6.824.11940
  • RivkinJWReproducing knowledge: replication without imitation at moderate complexityOrganization Science200112327429310.1287/orsc.12.3.274.10106
  • RobeyDSahaySTransforming work through information technology: a comparative case study of geographic information systems in county managementInformation Systems Research1996719311010.1287/isre.7.1.93
  • RoweFMarciniakRClergeauCThe contribution of information technology to call center productivity: an organizational design analysisInformation Technology & People201124433636110.1108/09593841111182278
  • RyallMDCausal ambiguity as a source of sustained capability-based advantagesManagement Science200955338940310.1287/mnsc.1080.0938
  • SanthanamRHartonoEIssues in linking information technology capability to firm performanceMIS Quarterly2003271125153
  • SetiaPSambamurthyVClossDJRealizing business value of agile IT applications: antecedents in the supply chain networksInformation Technology Management20089151910.1007/s10799-007-0028-4
  • SheehanJUnderstanding service sector innovationCommunications of the ACM20064944347
  • SimonHAThe architecture of complexityProceedings of the American Philosophical Society19621066467482
  • ShortJCKetchenDJBennettNDu ToitMAn examination of firm, industry, and time effects on performance using random coefficients modelingOrganizational Research Methods20069325928410.1177/1094428106287572
  • TheotokisAVlachosPAPramatariKThe moderating role of customer–technology contact on attitude towards technology-based servicesEuropean Journal of Information Systems200817434335110.1057/ejis.2008.32
  • VargoSLLuschRFEvolving to a new dominant logic for marketingJournal of Marketing200468111710.1509/jmkg.68.1.1.24036
  • VenkateshVBrownSAMarupingLMBalaHPredicting different conceptualizations of system use: the competing roles of behavioral intention, facilitating conditions, and behavioral expectationMIS Quarterly2008323483502
  • VitariCMoroJRavariniABourdonIImproving KMS acceptance: the role of organizational and individuals influenceInternational Journal of Knowledge Management200732689010.4018/jkm.2007040104
  • WadeMHullandJReview: the resource-based view and information systems research: review, extension, and suggestions for future researchMIS Quarterly2004281107142
  • WebsterJDesktop videoconferencing: experience of complete users, wary users, and non-usersMIS Quarterly199822325728610.2307/249666
  • Weinstein J (2008) Chris Nassetta: first 120 days at Hilton. [WWW document] http://www.highbeam.com/doc/1G1-180301032.html (accessed 7 August 2011).
  • WernerfeltBA resource-based view of the firmStrategic Management Journal19845217118010.1002/smj.4250050207
  • YenHRAn attribute-based model of quality satisfaction for internet self-service technologyThe Service Industries Journal200525564165910.1080/02642060500100833

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.