Impact of IT Infrastructure on Customer Service Performance: The Role of Micro-IT Capabilities and Online Customer Engagement

@inproceedings{BraojosGomez2015ImpactOI,
  title={Impact of IT Infrastructure on Customer Service Performance: The Role of Micro-IT Capabilities and Online Customer Engagement},
  author={Jessica Braojos-Gomez and Jose Benitez-Amado and Francisco Javier Llor{\'e}ns Montes},
  booktitle={PACIS},
  year={2015}
}
This research argues that information technology (I T) capabilities can be classified in macroand micro-IT capabilities. We propose that I T infrastructure capability (a macro-IT capability) enables the development of social media and e-business technology capabilities (two micro-IT capabilities) to online engage custom ers and improve the firm’s customer… CONTINUE READING