Publisher: Taylor & Francis Ltd
E-ISSN: 1934-8703|32|1|2-14
ISSN: 1058-0530
Source: Information Systems Management, Vol.32, Iss.1, 2015-01, pp. : 2-14
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Abstract
This study investigates how the functional capabilities of information systems, such as workforce management, innovation, and monitoring, affect the creation of customer value that leads to organizational performance. A cross-sectional field study (i.e., survey questionnaire) was conducted with 104 small- and medium-sized enterprises in the service industry in Malaysia. Results from the study suggest that information systems functional capabilities do influence the creation of customer value and ultimately organizational performance.
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