Effect of Information Technology Investments on Customer Satisfaction: Theory and Evidence

Sunil Mithas, Mayuram S. Krishnan, Claes Fornell
2005 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 IT
doi:10.2139/ssrn.901643 fatcat:icecdrnjrbdczhgovxixv6kti4