Extent versus Range of Service Digitization: Implications for Firm Performance
نویسندگان
چکیده
Service Digitization is a key means by which organizations derive value from their IT investments. We theorize that Service Digitization consists of two underlying dimensions – Extent of Digitization (EoD) and Range of Digitization (RoD), which present a trade-off scenario for a resource-constrained firm. We examine the firm performance implications of EoD and RoD and identify Human Capital Intensity (HCI) and Marketing Intensity (MI) as two complementary organizational competencies. Our empirical analysis of an archival panel data set, consisting of thirty-five quarters of financial and service digitization data from over 7000 credit unions, demonstrates strong support for our theoretical model. We find a J-shaped relationship between EoD and firm performance, which is positively moderated by HCI; and we find an inverted U-shaped relationship between RoD and firm performance, which is positively moderated by MI. Our results contribute towards the IT business value, IT-enablement of services and IT-enabled organizational agility literatures.
منابع مشابه
An Empirical Investigation of Net-Enabled Business Value
acknowledges support by the National Science Foundation CAREER award under contract number IIS-9875746. The authors are grateful to the senior editor, associate editor and three anonymous reviewers for constructive critique and suggestions for improvements. Austin. His publications have appeared in several top tier journals such as American Economic Review, ABSTRACT Many traditional organizatio...
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