Performance effects of IT capability, service process innovation, and the mediating role of customer service

Journal of Engineering and Technology Management - JET-M

Volumn 29, Issue 1, 2012, Pages 71-94

  Chen, Ja Shen ^a   Tsou, Hung Tai ^b  

^a YUAN ZE UNIVERSITY   (Taiwan)

^b MINGDAO UNIVERSITY   (Taiwan)

Author keywords

Customer service; IT capability; Service process innovation

Indexed keywords

CRITICAL FACTORS; CUSTOMER SERVICES; FIRM PERFORMANCE; HIGHER-DEGREE; IT CAPABILITIES; IT INDUSTRY; PERFORMANCE EFFECT; PERFORMANCE GAIN; SERVICE PROCESS;

CUSTOMER SATISFACTION; INDUSTRY; INNOVATION; SALES;

INFORMATION TECHNOLOGY;

EID: 82955235540     PISSN: 09234748     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jengtecman.2011.09.007     Document Type: Article

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