Actions Lead to Results: How the Behaviors of Information Systems Professionals Influence the Success of Information Systems Departments

2022 | Communications of the Association for Information Systems | Citations: 0

Authors: Karimikia, Hadi; Maccani, Giovanni; Singh, Harminder; Donnellan, Brian

Abstract: The growing complexity of systems, the increasing intensity of their use, and t ... Expand

Abstract: The growing complexity of systems, the increasing intensity of their use, and the greater prominence of technology in supporting organizational activities has meant that information systems (IS) professionals in organizations have to go beyond offering routine task-related support when working with their non-IS colleagues. For organizations to see IS professionals as effective, they have to carry out empathic behaviors such as sharing their IT knowledge with their non-IS colleagues and taking the initiative to minimize inconveniences during IS projects. Drawing from the organizational citizenship behavior concept, we develop a multilevel research model to examine how behaviors that IS professionals perform influence IS departments' effectiveness. Using data from more than 1,000 respondents working in the global finance industry, we conducted both cross-level and unit-level analyses and found results that support our arguments. Our results deepen the extent to which we understand the role that IS professionals play in supporting post-adoption IS use and digitally empowering business units while also performing their traditional roles. Collapse

Topics: IT workforce data quality system quality service quality IS service quality

Methods: survey statistical hypothesis test SEM tool structural equation modeling literature study

Theories: information systems success model

How the Personalities and Behaviors of Information Systems Professionals Influence the Effectiveness of Information Systems Departments

2022 | Information Systems Management | Citations: 0

Authors: Karimikia, Hadi; Singh, Harminder; Donnellan, Brian

Abstract: Building on the concept of organizational citizenship behavior (OCB), this study ... Expand

Abstract: Building on the concept of organizational citizenship behavior (OCB), this study develops a multi-level research model to examine how IS-specific OCBs displayed by IS professionals impact the perceived effectiveness of IS departments, and how the manifestation of IS-specific OCBs is in turn affected by the personal attributes of IS professionals, the leadership style of IS leaders, and the quality of the interactions within IS departments. Collapse

Topics: IT workforce personality system quality IS effectiveness data quality

Methods: survey statistical hypothesis test SEM tool hierarchical linear modeling structural equation modeling

Theories: social exchange theory big five model

IS incident recovery and service value: a service-dominant logic view

2022 | European Journal of Information Systems | Citations: 0

Authors: Najjar, Mohammad S.; Kettinger, William J.; Kettinger, Lynda D.

Abstract: IS service delivery failures inside companies are value diminishing events. Info ... Expand

Abstract: IS service delivery failures inside companies are value diminishing events. Information systems service providers seek to limit this value destruction but lack guidance on IS incident resolution actions that satisfy users and preserve IS service value. We apply Service-Dominant Logic (SDL) to explore what is relevant to users’ recovery service experiences while interacting with IS service providers. We use an integrated research approach including qualitative and quantitative data. We uncover actions that lead to a satisfying incident recovery and categorise them into three recovery components (responsive handling interactions, supportive communicating interactions, and effective resolving actions) that reflect IS provider resource exchanges of information, knowledge, and service skills with users in resolving incidents. We integrate these three recovery components as factors in our research model and test direct and moderating effects on value outcomes. We find that users’ recovery satisfaction results from both a “fix it fast and fully” perspective and a sense of effort and fairness conveyed. Results point to managers preserving overall IS service satisfaction and service quality by facilitating proper resource exchanges during an incident recovery. Collapse

Topics: service quality IS satisfaction IS service quality participatory design IS failure

Methods: qualitative interview design methodology survey theory development survey design

Theories: service-dominant logic

Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis

2022 | Electronic Markets | Citations: 0

Authors: Oesterle, Severin; Buchwald, Arne; Urbach, Nils

Abstract: Digitalization is increasingly and broadly impacting on companies throughout all ... Expand

Abstract: Digitalization is increasingly and broadly impacting on companies throughout all industries. To cope with digital transformation, organizations need specific IT skills and often face a bottleneck between required and existing capabilities. Thus, organizations revert to support from IT consultants. However, such collaborations need to create value so as to make client organizations future-proof in the long term. We therefore need a better understanding of how value is created in IT consulting projects. We build on service-dominant (S-D) logic as the theory base and evaluate our structural model, which explains IT consulting service value based on 77 matched pairs of IT consulting projects using structural equation modeling. We provide empirical support for the assumptions of S-D logic in the IT consulting industry and reveal determinants that significantly contribute to the overall IT consulting service value. Our results contribute to the ongoing discourse in the S-D logic literature and provide meaningful insights for practice. Collapse

Topics: participatory design absorptive capacity business-to-business IT project service quality

Methods: design methodology survey survey design card sorting partial least squares regression

Theories: service-dominant logic dynamic capabilities theory

Gaining Customer Loyalty with Tracking Information Quality in B2B Logistics

2022 | Journal of Management Information Systems | Citations: 4

Authors: Rai, Arun; Tang, Xinlin; Yin, Zhitao; Du, Steven

Abstract: Although vendor firms invest heavily in technologies to digitalize business-to-b ... Expand

Abstract: Although vendor firms invest heavily in technologies to digitalize business-to-business (B2B) service orchestration, little is known about the mechanisms through which high quality information, a key resource generated from digitalization, creates customer loyalty. Positioning our work in the B2B logistics services context, we take a customer needs fulfillment perspective to understand value creation and capture from digitalization of service orchestration in B2B logistics relationships. We suggest that a vendor will capture exchange value, manifesting as customer loyalty, for the customer's perceived use value of the service enabled by tracking information quality on service orchestration. We propose that service flexibility and service efficiency provided by the logistics vendor are two types of use value for customers, which serve as the value-creation pathways through which tracking information quality affects customer loyalty, the exchange value received by the vendor. We further argue that service modal variety, a key aspect of service complexity, moderates the value-creation pathways of tracking information quality. Using survey and archival data of B2B relationships between a Fortune 100 logistics vendor and its major customers, we find empirical support for the use value mechanisms through which tracking information quality affects customer loyalty in the context of B2B logistics services. Collapse

Topics: customer loyalty logistics management data quality business-to-business supply chain management

Methods: survey instrumental variables estimation archival research descriptive statistic theory development

Theories: big five model

Organizational Structure for the IT Department: Profit Center or Cost Center?

2022 | Information Systems Frontiers | Citations: 0

Authors: Vithayathil, Joseph; Choudhary, Vidyanand

Abstract: Why do some firms organize their IT departments as profit centers whereas other ... Expand

Abstract: Why do some firms organize their IT departments as profit centers whereas other firms organize IT as a cost center? These commonly employed organizational structures are characterized by information asymmetry and decision rights afforded to the IT department. The complexity of IT and its ongoing rapid evolution lead to information asymmetry where the IT department has private information about technology and cost, and the consuming departments have private information about demand. Under the cost center organizational structure, the firm sets the quality and number of IT services offered by the IT department. Whereas under a profit center structure, the IT department makes decisions on quality, price and variety of IT services. We find that the quality of IT services under the cost center decreases with greater uncertainty in demand for IT services. We also find that the cost center structure can offer higher quality IT services than the profit center structure, and consumption of IT services can be higher under the profit center structure. The preferred organizational structure does not always provide greater variety of IT services than the alternate structure. The cost center is preferred when the marginal cost of IT services is sufficiently low, or the fixed cost of quality is sufficiently high. Collapse

Topics: organization structure IT investment IT manager IS service quality Chief Information Officer

Methods: mathematical model conceptual modelling economic model

Theories: lemon market theory

DO YOU HAVE A ROOM FOR US IN YOUR IT? AN ECONOMIC ANALYSIS OF SHARED IT SERVICES AND IMPLICATIONS FOR IT INDUSTRIES

2021 | Management Information Systems Quarterly | Citations: 0

Authors: Chen, Min; Pang, Min-Seok; Kumar, Subodha

Abstract: We are witnessing an interesting and unique phenomenon in enterprise informatio ... Expand

Abstract: We are witnessing an interesting and unique phenomenon in enterprise information technology (IT) adoption and management in public-sector organizations: shared IT services. Instead of implementing separate IT services, governments come together to pool their IT resources into one single IT service. In this study, we develop a game-theoretic model to analyze the governments' decision to share IT services and understand how the introduction of shared services transforms the strategic interactions between the governments and the vendor. We study three common regimes used in the adoption of shared IT services: (1) a cost-sharing regime where costs are split proportionally, (2) a profit-center regime where one government charges a surplusmaximization price to the other, and (3) a coordination regime where governments coordinate their decisions to maximize aggregate surplus. Our analyses generate several intriguing findings. First, although charging a surplus-maximizing price seems to be a lucrative option, we find that a government does not always benefit by acting as a profit center. Second, the cost-sharing regime does not always incentivize the shared service adoption despite being often viewed as a fairer and more convenient arrangement. Third, we find that there can be significant under-utilization of shared services in the absence of proper coordination, in a sense that the governments may choose not to share their IT services even if doing so would increase their aggregate surplus. Finally, even though coordination promotes the adoption of shared IT services, it can sometimes be inefficient from the social welfare's perspective because the increase in governments' surplus can be outweighed by the decrease in the vendor's profit. We also present a range of extensions to our model to show that our main takeaways carry over when some model assumptions are relaxed. 1 "If we don't move to shared services, we have 190 agencies that are all trying to develop their own defenses against advanced protection and collection efforts….I don't think that is a wise approach. If we don't move to secure services and shared services, we will be behind the eight-ball for a very long time." Collapse

Topics: outsourcing economic surplus IS economics economies of scale insourcing

Methods: optimization model mathematical model economic model literature study

Theories: information systems theory game theory

Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study

2021 | International Journal of Information Management | Citations: 1

Authors: Wang, Xiaolei; Lu, Jiandong; Feng, Yuqiang; Liu, Luning

Abstract: Developing a strong and positive information technology (IT) service climate is ... Expand

Abstract: Developing a strong and positive information technology (IT) service climate is important to ensure high-quality IT services. The influence of job resources and personal resources on the IT service climate and the mediating effect of the IT service climate on IT service quality were explored in this study qualitatively and quantitatively. Among the various job resource factors, we found that training, reward, and information system (IS) support can improve the IT service climate. Coworker support shows a non-significant effect on IT service climate. Among the personal resource factors, self-efficacy and hope have significantly positive effects on the IT service climate. Optimism and resilience do not appear to significantly affect the IT service climate. Our results confirm that the IT service climate is an important mediator in enabling certain antecedents to properly impact IT service quality. The IT service climate was found to fully mediate the effects of training, reward, IS support, and hope while partially mediating the effect of self-efficacy. The effect of the IT service climate on IT service quality is also strengthened by a high customer contact frequency. The results presented here may provide scholars and practitioners with a comprehensive, workable understanding of the IT service climate. Collapse

Topics: IS service quality system support self efficacy customer service service quality

Methods: qualitative interview case study survey regression analysis method mixed method

IT outsourcing success: A dynamic capability-based model

2020 | Journal of Strategic Information Systems | Citations: 0

Authors: Karimi-Alaghehband, Forough; Rivard, Suzanne

Abstract: This study proposes and tests a model of information technology outsourcing (ITO ... Expand

Abstract: This study proposes and tests a model of information technology outsourcing (ITO) capabilities as antecedents of ITO success. Building on the dynamic capabilities perspective (DCP), the model posits that ITO sensing, ITO seizing, and ITO orchestrating capabilities will influence ITO success by way of both successful reconfiguration of IT solutions and successful delivery of IT services. Building on extant ITO research, the model also hypothesizes that contract management capabilities and relationship management capabilities will influence ITO success via the successful delivery of IT services. Data from a cross-sectional survey of 152 large U.S.-based organizations in various industries were analyzed with PLS. The results support the hypothesis that successful reconfiguration mediates the effect of dynamic capabilities on ITO success. They partially support the hypothesis of successful delivery as mediator of the effect of dynamic capabilities on ITO success. The hypothesis of successful delivery as a mediator of the effect of relationship management capabilities and contract management capabilities on ITO success is supported only for relationship management capabilities. The study offers a theoretical anchoring for the conceptualization of ITO capabilities, which complements the rich and context-specific case-based literature of ITO capabilities and extends current research by adding to existing explanations of how ITO success is achieved. Collapse

Topics: outsourcing IT manager IS service quality innovation management enterprise architecture

Methods: survey partial least squares regression statistical hypothesis test card sorting data transformation

Theories: dynamic capabilities theory transaction cost economics

Flexible and Committed Advertising Contracts in Electronic Retailing

2020 | Information Systems Research | Citations: 1

Authors: Liu, Dengpan; Kumar, Subodha; Mookerjee, Vijay S.

Abstract: We use a differential games framework to study two modes of dynamic advertising ... Expand

Abstract: We use a differential games framework to study two modes of dynamic advertising competition, namely flexible (or closed loop) and committed (or open loop), between two e-retailers that compete for traffic. In closed-loop competition, the advertising contract allows firms to adjust their advertising levels during the advertising campaign. However, in open-loop competition, the contract requires the firms to commit upfront to an advertising plan (however, not necessarily one that advertises at a fixed rate). We ask the following question: Which contract (flexible or committed) is better for the firms (advertising agent)? We find that the firms advertise less and earn more under flexible contracts. As a result, the advertising agent earns less from the two firms under flexible contracts. Flexible and committed contracts become more interesting to study if operational considerations are included. These considerations arise from information technology (IT) costs incurred to process the traffic that arrives at the e-retailers’ websites. Operational considerations reduce the difference in advertising spending between the two contracts. Interestingly, to increase the revenue earned under flexible contracts, the advertising agent should offer such contracts at a price that is discounted relative to committed contracts. The discount exploits the force of competition and induces the firms to spend more on advertising. The optimal discount offered under a flexible contract decreases as the IT cost increases. Collapse

Topics: advertising management service quality electronic commerce price management systems operations

Methods: literature study survey

Theories: prisoner's dilemma