Service and financial performance

Tsz Wai Lui, Gabriele Piccoli

研究成果: 雜誌貢獻期刊論文同行評審

8 引文 斯高帕斯(Scopus)

摘要

Customer service is an important competitive lever for the modern firm. At the same time, the continuous evolution and performance improvements in information technology (IT) capabilities have enabled the utilization of multichannel service delivery strategies. Our research focuses on IT-enabled customer service systems (CSS) and their effect on firm performance. Previous studies have failed to find a consensus on the effect of a new self-service channel on the firm's performance. We argue that the embedded assumptions underpinning the previous research are responsible for these mixed findings. Consequently, using archival data from 169 hotels affiliated with a hotel chain, we designed a longitudinal multichannel study to resolve some of these inconsistencies. Our results illustrate that when firms implement an IT-enabled self-service channel to complement their existing customer service infrastructure, they experience an early negative effect on financial performance due to the disruption of the service processes. Thus, the multichannel CSS generates a positive effect only when the new process becomes a stable part of the organizational procedures. Our findings suggest that researchers evaluate the effect of a technological initiative after the new business process has been stabilized and consider that an additional IT-enabled self-service channel rarely operates in isolation.

原文英語
文章編號2
期刊ACM Transactions on Management Information Systems
7
發行號1
DOIs
出版狀態已發佈 - 2016 2月 26
對外發佈

ASJC Scopus subject areas

  • 管理資訊系統
  • 一般電腦科學

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