A copy of this work was available on the public web and has been preserved in the Wayback Machine. The capture dates from 2017; you can also visit the original URL.
The file type is
Effect of Information Technology Investments on Customer Satisfaction: Theory and Evidence
Social Science Research Network
This research addresses the following questions: Do information technology (IT) investments have an effect on customer satisfaction? What are the causal mechanisms that mediate the effect of IT systems on customer satisfaction? Does the effect of IT on customer satisfaction differ across industry sectors? Based on an analysis of longitudinal data on 50 U.S. firms for the period 1994-2000, we document the association between ITdoi:10.2139/ssrn.901643 fatcat:icecdrnjrbdczhgovxixv6kti4