A Dual-Level Analysis of Capability Development Process: A Case Study of TTNT

Journal of American Society for Information Science and Technology (57:13), November 2006, pp. 1814-1829

Posted: 21 Apr 2013

See all articles by Shan Pan

Shan Pan

National University of Singapore (NUS)

Gary Pan

Singapore Management University - School of Accountancy

Ming-Huei Hsieh

Independent

Date Written: November 21, 2006

Abstract

The resource-based view suggests that organizations achieve and maintain competitive advantage through effective deployment of firm-specific resources and capabilities. Because of volatile market conditions, researchers now focus on the development of dynamic capabilities that allow firms to react and create change in these dynamic environments. Despite the growing acceptance of the dynamic capabilities perspective in information systems research, the process of how organizations develop capabilities to influence the overall process of strategy formation and implementation in a dynamic and volatile environment (e.g., the information communication technology industry) is still underexplored. To address the knowledge gap, this article draws on an in-depth case study of the capability development experience of a call center in strategic transformation from an in-house customer service department to an outsourced customer service provider.We use Montealegre’s (2002) process model of capability development as our analytical framework and extend it beyond the organizational perspective to include a project-level (business unit) perspective. By adopting a dual-level analysis, researchers and practitioners may obtain a more detailed and complete view of an organization’s capability development, hence allaying criticism of the resource-based view as a vague and tautological concept.

Keywords: Capability Development, Dynamic Capabilities, Resource-based View, Call Center, Case Study

JEL Classification: M40

Suggested Citation

Pan, Shan and Pan, Gary and Hsieh, Ming-Huei, A Dual-Level Analysis of Capability Development Process: A Case Study of TTNT (November 21, 2006). Journal of American Society for Information Science and Technology (57:13), November 2006, pp. 1814-1829. Available at SSRN: https://ssrn.com/abstract=2254484

Shan Pan

National University of Singapore (NUS) ( email )

Bukit Timah Road 469 G
Singapore, 117591
Singapore

Gary Pan (Contact Author)

Singapore Management University - School of Accountancy ( email )

60 Stamford Road
Singapore 178900
Singapore

Ming-Huei Hsieh

Independent ( email )

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