Marketing Is from Mars, IT Is from Venus: Aligning the Worldviews for Firm Performance

Decision Sciences

Volumn 44, Issue 1, 2013, Pages 87-125

  Huang, Ming Hui ^a   Wang, Eric T G ^b  

^a NATIONAL TAIWAN UNIVERSITY   (Taiwan)

^b NATIONAL CENTRAL UNIVERSITY   (Taiwan)

Author keywords

Cultural Orientation; Customer Relationship Management; Firm Performance; Knowledge Management; Technology Strategy; Worldview

Indexed keywords

EID: 84873969403     PISSN: 00117315     EISSN: 15405915     Source Type: Journal    
DOI: 10.1111/j.1540-5915.2012.00396.x     Document Type: Article

References (89)

1. Alavi, M., Kayworth, T. R., & Leidner, D. E. (2006). An empirical examination of the influence of organizational culture on knowledge management practices. Journal of Management Information Systems, 22(3), 191-224.
2. Alavi, M., & Leidner, D. E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, 25(1), 107-136.
3. Applegate, L. M., & Elam, J. J. (1992). New information systems leaders: A changing role in a changing world. MIS Quarterly, 16(4), 469-490.
4. Applegate, L. M., Holsapple, C. W., Kalakota, R., Rademacher, F. J., & Whinston, A. B. (1996). Electronic commerce: Building blocks of new business opportunity. Journal of Organizational Computing and Electronic Commerce, 6(1), 1-10.
5. Atuahene-Gima, K., & Evangelista, F. (2000). Cross-functional influence in new product development: An exploratory study of marketing and R&D perspectives. Management Science, 46(10), 1269-1284.
6. Baker, W. E., & Sinkula, J. M. (1999). The synergistic effect of market orientation and learning orientation on organizational performance. Journal of the Academy of Marketing Science, 27(6), 411-428.
7. Barua, A., Konana, P., Whinston, A. B., & Yin, F. (2004). An empirical investigation of net-enabled business value. MIS Quarterly, 28(4), 585-620.
8. Bernoff, J., & Li, C. (2008). Harnessing the power of the oh-so-social Web. MIT Sloan Management Review, 49(3), 36-42.
9. Berthon, P., Hulbert, J. M., & Pitt, L. F. (1999). To serve or create? Strategic orientations toward customers and innovation. California Management Review, 42(1), 37-58.
10. Bharadwaj, A. S. (2000). A resource-based perspective on information technology capability and firm performance: An empirical investigation. MIS Quarterly, 24(1), 169-196.
11. Bose, R., & Sugumaran, V. (2003). Application of knowledge management technology in customer relationship management. Knowledge and Process Management, 10(1), 3-17.
12. Boyd, D. E., Chandy, R. K., & Cunha, M. Jr. (2010). When do chief marketing officers affect firm value? A customer power explanation. Journal of Marketing Research, 47(6), 1162-1176.
13. Brown, A. D., & Starkey, K. (1994). The effect of organizational culture on communication and information. Journal of Management Studies, 31(6), 807-828.
14. Burgelman, R. A., & Siegel, R. E. (2007). Defining the minimum winning game in high-technology ventures. California Management Review, 49(3), 6-26.
15. Christensen, C. M., & Bower, J. L. (1996). Customer power strategic investment, and the failure of leading firms. Strategic Management Journal, 17(3), 197-218.
16. Darroch, J., & McNaughton, R. (2003). Beyond market orientation: Knowledge management and the innovativeness of New Zealand firms. European Journal of Marketing, 37(Special issue), 572-593.
17. Davenport, T. H. (1994). Saving IT's soul: Human-centered information management. Harvard Business Review, 72(March/April), 119-131.
18. Dawes, P. L., & Massey, G. R. (2005). Antecedents of conflict in marketing's cross-functional relationship with sales. European Journal of Marketing, 39(11/12), 1327-1344.
19. Day, G. S. (2003). Creating a superior customer-relating capability. MIT Sloan Management Review, 44(3), 77-82.
20. De Luca, L. M., & Atuahene-Gima, K. (2007). Market knowledge dimensions and cross-functional collaboration: Examining the different routes to product innovation performance, Journal of Marketing, 71(1), 95-112.
21. Deshpande, R., Farley, J. U., & Webster Jr., F. E. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. Journal of Marketing, 57(1), 23-37.
22. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
23. Gebert, H., Geib, M., Kolbe, L, & Brenner, W. (2003). Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts. Journal of Knowledge Management, 7(5), 107-123.
24. Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational perspective. Journal of Management Information Systems, 18(1), 185-214.
25. Hartline, M. D., Maxham, III, J. G., & McKee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64(2), 35-50.
26. Hofmann, D. A. (1997). An overview of the logic and rationale of hierarchical linear models. Journal of Management, 23(6), 723-745.
27. Homburg, C., Workman Jr., J. P., & Krohmer, H. (1999). Marketing's influence within the firm. Journal of Marketing, 63(2), 1-17.
28. Hunter, G. K., & Perreault, W. D. (2007). Making sales technology effective. Journal of Marketing, 71(1), 16-34.
29. Jarvenpaa, S. L., & Leidner, D. E. (1998). An information company in Mexico: Extending the resource-based view of the firm to a developing country context. Information Systems Research, 9(4), 342-361.
30. Jaworski, B. J., & Kohli, A. K. (1993). Market orientation: Antecedents and consequences. Journal of Marketing, 57(3), 53-70.
31. Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177-192.
32. Jöreskog, K. G., & Sörbom, D. (1993). LISREL 8: User's reference guide. Chicago, IL: Scientific Software International.
33. Kaarst-Brown, M. L., Nicholson, S., von Dran, G. M., & Stanton, J. M. (2004). Organizational cultures of libraries as a strategic resource. Library Trends, 53(1), 33-53.
34. Kamakura, W. A., Mittal, V., de Rosa, F., & Mazzon, J. A. (2002). Assessing the service-profit chain. Marketing Science, 21(3), 294-317.
35. Karakostas, B., Kardaras, D., & Papathanassiou, E. (2005). The state of CRM adoption by the financial services in the UK: An empirical investigation. Information & Management, 42(6), 853-863.
36. Karimi, J., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125-158.
37. Kerner, K. (2010). The B2B CMO/CIO love affair. The Better B2B Marketer, accessed August 11, 2011, available at http://146.12.176.38/page/betterb2b_story1_jan10.
38. Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.
39. Lamb, R., & Kling, R. (2003). Reconceptualizing users as social actors in information systems research. MIS Quarterly, 27(2), 197-235.
40. Lee, H., & Choi, B. (2003). Knowledge management enablers, processes, and organizational performance: An integrative view and empirical examination. Journal of Management Information Systems, 20(1), 179-228.
41. Liu, Y. (2007). The long-term impact of loyalty programs on consumer purchase behavior and loyalty. Journal of Marketing, 71(4), 19-35.
42. Liu, S. S., Luo, X., & Shi, Y.-Z. (2002). Integrating customer orientation, corporate entrepreneurship, and learning orientation in organizations-in-transition: An empirical study. International Journal of Research in Marketing, 19(4), 367-382.
43. Liu, S. S., Luo, X., & Shi, Y.-Z. (2003). Market-oriented organizations in an emerging economy: A study of missing links. Journal of Business Research, 56(6), 481-491.
44. Luo, X., Slotegraaf, R. J., & Pan, X. (2006). Cross-functional 'coopetition': The simultaneous role of cooperation and competition within firms. Journal of Marketing, 70(2), 67-80.
45. Macher, J. T. (2006). Technological development and the boundaries of the firm: A knowledge-based examination in semiconductor manufacturing. Management Science, 52(6), 826-843.
46. Martin, J. (1992). Cultures in organizations: Three perspectives. New York, NY: Oxford University Press.
47. Moorman, C., & Rust, R. T. (1999). The role of marketing. Journal of Marketing, 63(Special issue), 180-197.
48. Nadiminti, R., Mukhopadhyay, T., & Kriebel, C. H. (2002). Research report: Intrafirm resource allocation with asymmetric information and negative externalities. Information Systems Research, 13(4), 428-435.
49. Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20-35.
50. Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004). Responsive and proactive market orientation and new-product success. Journal of Product Innovation Management, 21(5), 334-347.
51. Nunnally, J. C. (1978). Psychometric theory. New York, NY: McGraw Hill.
52. Oliva, R., & Watson, N. (2006). Cross functional alignment in supply chain planning: A case study of sales and operations planning. Harvard Business School Working Paper 07-001.
53. Orlikowski, W. J. (1992). The duality of technology: Rethinking the concept of technology in organizations. Organization Science, 3(3), 398-427.
54. O'Sullivan, D., & Abela, A. V. (2007). Marketing performance measurement ability and firm performance. Journal of Marketing, 71(2), 79-93.
55. nd ed. Oxford, U.K.: Oxford University Press.
56. Padmanabhan, B., & Tuzhilin, A. (2003). On the use of optimization for data mining: Theoretical interactions and eCRM opportunities. Management Science, 49(10), 1327-1343.
57. Palmatier, R. W. (2008). Interfirm relational drivers of customer value. Journal of Marketing, 72(4), 76-89.
58. Pan, S. L., & Lee, J.-N. (2003). Using e-CRM for a unified view of the customer. Communications of the ACM, 46(4), 95-99.
59. Pelham, A. M. (1997). Mediating influences on the relationship between market orientation and profitability in small industrial firms. Journal of Marketing Theory and Practice, 5(3), 55-76.
60. Peppard, J., Edwards, C., & Lambert, R. (2011). Clarifying the ambiguous role of the CIO. MIS Quarterly Executive, 10(1), 31-44.
61. Pfeffer, J. (1982). Organizations and organization theory. Boston, MA: Pitman.
62. Piccoli, G., & Ives, B. (2005). Review: IT-dependent strategic initiatives and sustained competitive advantage: A review and synthesis of the literature. MIS Quarterly, 29(4), 747-776.
63. Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
64. Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and perspectives. Journal of Management, 12(4), 531-544.
65. nd ed.). Newbury Park, CA: Sage.
66. Ravichandran, T., & Lertwongsatien, C. (2005). Effect of information systems resources and capabilities on firm performance: A resource-based perspective. Journal of Management Information Systems, 21(4), 237-276.
67. Ray, G., Muhanna, W. A., & Barney, J. B. (2005). Information technology and the performance of the customer service process: A resource-based analysis. MIS Quarterly, 29(4), 625-652.
68. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(4), 293-305.
69. Reinartz, W., Thomas, J. S., & Kumar, V. (2005). Balancing acquisition and retention resources to maximize customer profitability. Journal of Marketing, 69(1), 63-79.
70. Rigby, D. K., Reichheld, F. F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, 80(Feb), 101-109.
71. Robey, D., & Boudreau, M.-C. (1999). Accounting for the contradictory organizational consequences of information technology: Theoretical directions and methodological implications. Information Systems Research, 10(2), 167-185.
72. Ross, J. W., Beath, C. M., & Goodhue, D. L. (1996). Develop long-term competitiveness through IT assets. Sloan Management Review, 38(1), 31-42.
73. Ross, J. W., & Feeny, D. F. (1999). The evolving role of the CIO. Center for Information Systems Research, CISR Working Paper No. 308, Massachusetts Institute of Technology.
74. Rusbult, C. (2011). What is a worldview?-Definition and introduction. The American scientific affiliation, accessed August 11, 2011, available at http://www.asa3.org/ASA/education/views/index.html.
75. Rust, R. T., & Huang, M.-H. (2011). Service marketing: Insights and directions. Fast forward series, Marketing Science Institute.
76. Rust, R. T., & Kannan, P. K. (2003). E-service: A new paradigm for business in the electronic environment. Communications of the ACM, 46(6), 36-42.
77. Rust, R. T., Moorman, C., & Dickson, P. R. (2002). Getting returns from service quality: Revenue expansion, cost reduction, or both. Journal of Marketing, 66(4) 7-24.
78. Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
79. Sabherwal, R., & Chan, Y. E. (2001). Alignment between business and IS strategies: A study of prospectors, analyzers, and defenders. Information Systems Research, 12(1), 11-33.
80. Sergiovanni, T. J., & Corbally, J. E. (1984). Leadership and organizational culture. Urbana, IL: University of Illinois Press.
81. Siemsen, E., Roth, A., & Oliveira, P. (2010). Common method bias in regression models with linear, quadratic, and interaction effects. Organizational Research Methods, 13(3), 456-476.
82. Sinkula, J. M., Baker, W. E., & Noordewier, T. (1997). A framework for market-based organizational learning: Linking values, knowledge, and behavior. Journal of the Academy of Marketing Science, 25(6), 305-319.
83. Slater, S. F., & Narver, J. C. (1998). Customer led and market oriented: Let's not confuse the two. Strategic Management Journal, 19(10), 1001-1006.
84. Srivastava, R. K., Shervani, T. A., & Fahey, L. (1999). Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing, 63(Special Issue), 168-179.
85. Steenkamp, J.-B. E. M., & Geyskens, I. (2006). How country characteristics affect the perceived value of web sites. Journal of Marketing, 70(3), 136-150.
86. Steenkamp, J.-B. E. M., Hofstede, F., & Wedel, M. (1999), A cross-national investigation into the individual and national cultural antecedents of consumer innovativeness. Journal of Marketing, 63(2), 55-69.
87. Tillquist, J. (1996). Participation on electronic bulletin board systems: An empirical analysis of work value congruency. Journal of Management Information Systems, 13(1), 107-126.
88. Voss, G. B., & Voss, Z. G. (2000). Strategic orientation and firm performance in an artistic environment. Journal of Marketing, 64(1), 67-83.
89. Wade, M., & Hulland, J. (2004). Review: The resource-based view and information systems research: Review, extension, and suggestions for future research. MIS Quarterly, 28(1), 107-142.