计量经济分析 = Econometric analysis

Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link betwe...

Customer satisfaction, market share, and profitability: Findings from Sweden.

The resource-based view of the firm attributes superior financial performance to organizational resources and capabilities. This paper develops the concept of IT as an organizational capability and empirically examines the association between IT capability and firm performance. Firm specific IT resources are classified as IT infrastructure, human IT resources, and IT-enabled intangibles. A matched-sample comparison group methodology and publicly available ratings are used to assess IT capability and firm performance. Results indicate that firms with high IT capability tend to outperform a control sample of firms on a variety of profit and cost-based performance measures.

A resource-based perspective on information technology capability and firm performance: an empirical investigation

The Social Psychology of Organizations.

The author systematically examines one of the important issues of information — establishing the market price. He introduces the concept of «search» — where a buyer wanting to get a better price, is forced to question sellers. The article deals with various aspects of finding the necessary information.

Economics of Information

This study draws on depth interviews with 49 managers in customer firms and 55 managers in supplier firms and on discussions with 21 managers in two focus groups to propose a new way of thinking about customer solutions. Extant literature and suppliers interviewed for this study view a solution as a customized and integrated combination of goods and services for meeting a customer's business needs. In contrast, customers view a solution as a set of customer–supplier relational processes comprising (1) customer requirements definition, (2) customization and integration of goods and/or services and (3) their deployment, and (4) postdeployment customer support, all of which are aimed at meeting customers' business needs. The relational process view can help suppliers deliver more effective solutions at profitable prices. In addition, field research suggests that the effectiveness of a solution depends not only on supplier variables but also on several customer variables. Supplier variables include c...

https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=2054&context=lkcsb_research

Rethinking Customer Solutions: From Product Bundles to Relational Processes

Despite increasing anecdotal evidence that information technology (IT) assets contribute to firm performance and future growth potential of firms, the empirical results relating IT investments to firm performance measures have been equivocal. However, the bulk of the studies have relied exclusively on accounting-based measures of firm performance, which largely tend to ignore IT's contribution to performance dimensions such as strategic flexibility and intangible value. In this paper, we use Tobin's q, a financial market-based measure of firm performance and examine the association between IT investments and firm q values, after controlling for a variety of industry factors and firm-specific variables. The results based on data from 1988-1993 indicate that, in all of the five years, the inclusion of the IT expenditure variable in the model increased the variance explained in q significantly. The results also showed that, for all five years, IT investments had a significantly positive association with Tobin's q value. Our results are consistent with the notion that IT contributes to a firm's future performance potential, which a forward-looking measure such as the q is better able to capture.

Information Technology Effects on Firm Performance as Measured by Tobin's q

This paper presents a review of the literature to demonstrate that research in services marketing is characterized more by an operations management orientation than a strategic orientation. Diverse literature on sustainable competitive advantage (SCA) is synthesized and a conceptual model of drivers of SCA is proposed in this paper. Lessons from the manufacturing sector form the basis for a number of sources of SCA for services industries outlined in the paper. The distinctive characteristics of services are posited to moderate the effectiveness of the sources of competitive advantage.

Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions:

Sustainable competitive advantage in service industries: A conceptual model and research

There is a strong rekindling of academic and practitioner interest in the marketing strategy making (MSM) process and its effect on firm performance. However, there is a dearth of research on proce...

Sundar G. Bharadwaj

Papers

Rethinking Customer Solutions: From Product Bundles to Relational Processes

Information Technology Effects on Firm Performance as Measured by Tobin's q

Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions:

Sustainable competitive advantage in service industries: A conceptual model and research

Antecedents and Consequences of Marketing Strategy Making: A Model and a Test: