The moderating effects of information technology sophistication on services practice and performance

Abstract

Purpose

To investigate the relationship between service practices, service performance, business performance and information technology (IT) sophistication.

Design/methodology/approach

A conceptual framework is developed, incorporating dimensions of services practice and service performance and structural equation modeling is used to test the model with data from 231 companies.

Findings

This paper extends the basic service practice‐service performance relationship by incorporating the interaction effects of IT sophistication in a contingency framework. Previous studies found mixed support for the direct effects of IT sophistication on service performance.

Research limitations/implications

Using single informants leads to common methods bias.

Practical implications

Companies need to identify how IT contributes to service effectiveness from a customer perspective.

Originality/value

This study adds to the emerging literature of the relationship between services management and information technology.

Citation

de Búrca, S., Fynes, B. and Brannick, T. (2006), "The moderating effects of information technology sophistication on services practice and performance", International Journal of Operations & Production Management, Vol. 26 No. 11, pp. 1240-1254. https://doi.org/10.1108/01443570610705845