Author: Sunil Mithas, M. S. Krishnan, and Claes FornellPublisher:
ISBN:
Category :
Languages : en
Pages : 34
Book Description
Effect of IT Investments on Customer Satisfaction: An Empirical Analysis
Author: Sunil Mithas, M. S. Krishnan, and Claes FornellPublisher:
ISBN:
Category :
Languages : en
Pages : 34
Book Description
Effect of IT Investments on Customer Satisfaction
Author: Sunil MithasThe Impact of Customer-related IT Investments
Author: Shana Lee DardanPublisher:
ISBN:
Category : Information technology
Languages : en
Pages : 320
Book Description
This dissertation studies the impact of customer-related IT investments on shareholder returns and customer satisfaction and examines the speed at which those technologies are diffused into the publicly held companies of the S & P 500 and the S & P MidCap 400. Customer-related IT investments are defined in this work as information technology investments made with the intention of improving or enhancing the customer experience. The motivation of this research is to understand if these investments increase customer satisfaction, as is their purpose, and to see if the shareholders of the companies who make technology investments perceive IT investing to be a profitable enterprise. The importance of this work is several-fold. It increases the understanding of technology's value to businesses, shareholders, and consumers. In addition, it furthers the understanding of the impacts of customer-related IT investments on business profitability through shareholder returns, and concurrently explores financial tools not usually used in IS research. This work also applies an innovative technique to demand estimation by using public firm announcements of investment into customer-related technologies as a surrogate for demand data. This technique allows demand estimation using a larger data set than would ordinarily be available.
Information Technology, Customer Satisfaction, and Profit
Author: Sunil MithasPublisher:
ISBN:
Category :
Languages : en
Pages :
Book Description
This paper studies the effect of aggregate IT investments on customer satisfaction and profits at the firm level. Using data on 109 U.S. firms for the 1994-1996 and 1999-2006 periods, we find that aggregate IT investments have a positive association with customer satisfaction. However, the strength of the relationship varied across the 1994-1996 and 1999-2006 periods. Specifically, IT investments had a more positive influence on customer satisfaction for the 1994-1996 period than for the 1999-2006 period. Conversely, IT investments had a positive effect on profits in the 1999-2006 period but a negative effect in the 1994-1996 period. These findings extend prior discourse in the information systems literature on the role of customer satisfaction as a mechanism that explains how IT-enabled benefits are ldquo;passed on to consumersrdquo; [Rai, A., Patnayakuni, R., and Patnayakuni, N. 1997. quot;Technology investment and business performance,quot; Communications of the ACM (40:7), p. 90]. Our additional exploratory analyses showing that IT investments had stronger effect on perceived quality than on perceived value provide an explanation for some of the observed effects of IT on customer satisfaction and profits. Together, these contributions and implications provide new insights to assess returns on IT investments by focusing on customer satisfaction, an important intangible and leading measure of firm performance, stock returns and stock risk.
The IT Payoff
Author: Sarv DevarajPublisher: FT Press
ISBN: 9780130650740
Category : Business & Economics
Languages : en
Pages : 202
Book Description
In an era when IT budgets are being cut as indiscriminately as they were once increased, this book offers the first systematic guide to measuring the true impact of IT spending--and making rational decisions about which projects to fund.
The Impact of Investments in Market-based Assets on Firm Performance
Author: Karlo OehringPublisher: Logos Verlag Berlin GmbH
ISBN: 3832554335
Category : Law
Languages : en
Pages : 278
Book Description
Market-based assets, such as brands or customer relationships, can be thought of as intangibles that arise through the commingling of the firm with its environment. As such, they are constructs that bridge the conceptual gap between managerial actions and firms’ financial performance. This dissertation conducts three studies that advance the understanding of investments in market-based assets conceptually, empirically, and methodologically: First, it rigorously examines prior research in the marketing-finance interface and synthesizes the findings in a conceptual overview of the field. Second, it examines investments into different drivers of customer-based firm value and relates them to different aspects of firm performance. Third, it develops a novel method to estimate investments in market-based assets for firms with undisclosed accounting information through textual analysis of legal statements.
Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. OliverPublisher: Routledge
ISBN: 1317460227
Category : Business & Economics
Languages : en
Pages : 544
Book Description
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
Information Technology and Customer Relationships
Author: Sunil K. MithasCustomer Satisfaction and Long-term Firm Value
Author: Sanal K. MazvancherylPublisher:
ISBN:
Category : Business enterprises
Languages : en
Pages : 352
Book Description
Information Technology in the Service Society
Author: National Research CouncilPublisher: National Academies Press
ISBN: 0309048761
Category : Computers
Languages : en
Pages : 286
Book Description
Information technology has been touted as a boon for productivity, but measuring the benefits has been difficult. This volume examines what macroeconomic data do and do not show about the impact of information technology on service-sector productivity. This book assesses the ways in which different service firms have selected and implemented information technology, examining the impact of different management actions and styles on the perceived benefits of information technology in services.