Abstract
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 language | English (US) |
|---|---|
| Pages (from-to) | 363-385 |
| Number of pages | 23 |
| Journal | Information Systems Management |
| Volume | 39 |
| Issue number | 4 |
| DOIs | |
| State | Published - 2022 |
Funding
This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors. We are thankful to the anonymous reviewers that provided valuable comments for the improvement of this work.
Keywords
- 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