How do information technology (IT) capabilities contribute to firm performance? This study develops a conceptual model linking IT-enabled information management capability with three important organizational capabilities (customer management capability, process management capability, and...

The transformation of business -- Business processes : the enablers of innovation -- Analytics : insights for innovation -- It matters : technical architecture for innovation -- Organizational legacies : impediments to value creation -- Efficiency and flexibility : managing the tension --...

In this paper, we study the drivers of customer satisfaction for financial services. We discuss a full Bayesian analysis based on data collected from customers of a leading financial services company. Our approach allows us to explicitly accommodate missing data and enables quantitative...