Information Technology and Process Performance: An Empirical Investigation of the Interaction between IT and Non-IT Resources

Decision Sciences, Forthcoming

Posted: 19 Sep 2008

See all articles by Patrick I. Jeffers

Patrick I. Jeffers

Iowa State University - College of Business

Waleed A. Muhanna

The Ohio State University - Fisher College of Business

Barrie R. Nault

University of Calgary - Haskayne School of Business

Date Written: September 18, 2008

Abstract

Drawing on the resource-based view, we propose a configurational perspective of how IT assets and capabilities affect firm performance. Our premise is that IT assets and IT managerial capabilities are components in organizational design, and, as such, their impact can only be understood by taking into consideration the interactions between those IT assets and capabilities and other non-IT components. We develop and test a model that assesses the impact of explicit and tacit IT resources by examining their interactions with two non-IT resources (open communication and business work practices). Our analysis of data collected from a sample of firms in the third party logistics (3PL) industry supports the proposed configurational perspective, showing that IT resources can either enhance (complement) or suppress (by substituting for) the effects of non-IT resources on process performance. More specifically, we find evidence of complementarities between shared business-IT knowledge and business work practice, and between the scope of IT applications and an open communication culture in affecting the performance of the customer-service process; but there is evidence of substitutability between shared knowledge and open communications. For decision making, our results reinforce the need to account for all dimensions of possible interaction between IT and non-IT resources when evaluating IT investments.

Keywords: Complementarity, Customer Service Process, Firm Performance, IT Business Value, IT Resources Interaction, Organizational Design, Process Design, Process Coordination, Process Performance, Resource-Based View, Third Party Logistics, Supply Chain Management

JEL Classification: L10, L20, L81, M10, M21, D20

Suggested Citation

Jeffers, Patrick I. and Muhanna, Waleed A. and Nault, Barrie R., Information Technology and Process Performance: An Empirical Investigation of the Interaction between IT and Non-IT Resources (September 18, 2008). Decision Sciences, Forthcoming. Available at SSRN: https://ssrn.com/abstract=1270156

Patrick I. Jeffers

Iowa State University - College of Business ( email )

Ames, IA 50011-2063
United States

Waleed A. Muhanna (Contact Author)

The Ohio State University - Fisher College of Business ( email )

Dept. Accounting & Management Information Systems
2100 Neil Avenue
Columbus, OH 43210
United States
614-292-3808 (Phone)
614-292-2118 (Fax)

Barrie R. Nault

University of Calgary - Haskayne School of Business ( email )

2500 University Drive, NW
Calgary, Alberta T2N 1N4
Canada

HOME PAGE: http://ucalgary.ca/bnault

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