IT Business Value and Competitive Advantage: Integrating a Customer-Based View

Christof Gellweiler*, Lakshman Krishnamurthi

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

8 Scopus citations


This research expands our understanding of IT value by adding a customer-based view (CBV) to the prevalent resource-based view (RBV). Founded on a template analysis, this article suggests an integrated definition for IT value consisting of two complementary facets: monetary customer value and non-monetary organizational value. Value from IT investments can have direct or indirect effects on firm performance. This research also discusses the relationship between IT value, firm performance, and competitive advantage. Abbreviation: CBV: Customer-based view; CI: Customer intimacy (customer-value category); ER: External relations (initial organizational-value category); ESC: Enhanced skills and capabilities (organizational-value category); FX/A: Flexibility, agility (organizational-value category); IS: Information systems; IT: Information technology; K/C: Knowledge and control (initial organizational-value category); OE: Operational excellence (customer-value category); PL: Product leadership (customer-value category); RBV: Resource-based view; SA/SR: Strategic alliances/supplier relationships (organizational-value category); SP/DM: Strategic planning/informed decision-making (organizational-value category).

Original languageEnglish (US)
Pages (from-to)363-385
Number of pages23
JournalInformation Systems Management
Issue number4
StatePublished - 2022


  • IT/IS business value
  • competitive advantage
  • customer-based view
  • firm performance
  • resource-based view
  • strategic IT/IS planning

ASJC Scopus subject areas

  • Information Systems
  • Computer Science Applications
  • Library and Information Sciences


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