The moderating effects of information technology sophistication on services practice and performance
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 November 2006
Abstract
Purpose
To investigate the relationship between service practices, service performance, business performance and information technology (IT) sophistication.
Design/methodology/approach
A conceptual framework is developed, incorporating dimensions of services practice and service performance and structural equation modeling is used to test the model with data from 231 companies.
Findings
This paper extends the basic service practice‐service performance relationship by incorporating the interaction effects of IT sophistication in a contingency framework. Previous studies found mixed support for the direct effects of IT sophistication on service performance.
Research limitations/implications
Using single informants leads to common methods bias.
Practical implications
Companies need to identify how IT contributes to service effectiveness from a customer perspective.
Originality/value
This study adds to the emerging literature of the relationship between services management and information technology.
Keywords
Citation
de Búrca, S., Fynes, B. and Brannick, T. (2006), "The moderating effects of information technology sophistication on services practice and performance", International Journal of Operations & Production Management, Vol. 26 No. 11, pp. 1240-1254. https://doi.org/10.1108/01443570610705845
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited