خلاصة:
Employee-customer-profit(ECP) chain is one of the guidelines for organizations‘success in their life cycle. Strong relationships have been found between employees' attitudes and behaviors, employees' behaviors and customers' impressions, and customers' impressions and revenue growth. Out of this chain, there are some factors that can influence the processes through which these factors interact. One of these factors is information technology (IT) capability. In this research, we modeled the effect of IT capability on ECP chain using structural equation modeling (SEM). Service process innovation (SPI) was also used as a mediating variable between IT capability and ECP chain. This was accomplished based upon quantitative data gathered from a sample of 212 employees of the Technical and Vocational organization in Mashhad city. Results revealed a strong support for the proposed model. In particular, the association between IT capability and SPI with ECP chain and their leverage effect facilitate the organizations' movements along with the chain which was significantly confirmed.
ملخص الجهاز:
The impact of information technology capability on firm performance; a focus on employee- customer profit chain Ahmad Reza Karimi Mazidi 1 , Alireza Amini 1, Meisam Latifi 2 1.
Thus, this study fills the gap in the relationship between IT capability and firm performance by demonstrating how IT capability interacts with the ECP chain and particularly how it affects customer services via the mediating variable of SPI.
There are few studies on the role of SPI in facilitating customer services (Barney, 1991; Chen & Tsou, 2012) and this is one of the first ones to examine the IT capability association with ECP chain.
Conceptual Model and Hypotheses Development Employees' Satisfaction and Customer Services Previous studies have suggested that there is a strong positive relationship between employees' satisfaction, customer services, and performance in both the manufacturing and service sectors (Brown & Lam, 2008; George, 1990; Harter et al.
From service delivery perspective, superior service delivery has a positive impact on firm performance in relation to customers' satisfaction, customers' loyalty, brand image, return on assets (ROA), sales growth, market share and overall competitive position (Tracey & Tan, 2001).
It seems that IT capability leads to SPI by increasing convenience and collecting service performance information, and then it leads to better customer services by supporting service operations and offering extra services (Chen & Tsou, 2012).
IT Capability H5a H3 Service Process 4 Innovation H5b Employees Satisfaction Customer Services H1 H2 Firm Performance Fig. 1.