Year: 2003
Type: article
Abstract: This dissertation aims to further enquiry into business value of IT by identifying customer satisfaction and relationship oriented measures of IT effectiveness and firm performance.We draw on IT value, transaction cost and customer satisfaction streams of literature to test several hypotheses relating effect of IT on firm performance.Using a combination of archival and primary data, this study advances our understanding of the effect of IT investments (both in dollar terms and at the individual technology application level) on several outcome variables such as customer satisfaction, buyer-supplier relationships and aggregate firm performance measures.In contrast with previous research on business value of IT focusing on tangible measures of firm performance, this dissertation examines intangible and more comprehensive measures of firm performance.
Author: Sunil Mithas
Institution: University of Michigan
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1552741462