Learning in a Disruptive Customer Engagement Platform: An Empirical Analysis in the Banking Industry

The shift in enterprise applications to disruptive mobile platforms calls for research to better understand the mechanisms and factors behind success in these new platforms. In this paper, we empirically study the learning dynamics of sales officers and factors associated with business value, measured as account- opening efficiency in a tablet-based banking application at a large private bank in an emerging market. Our model allows us to study individual learning patterns, and our results show that although high performers in the traditional systems continue to maintain their edge in the new mobile platform, the gap between high and low performers is reduced significantly over time. Our results also reveal that customers’ awareness of the tablet banking service, their digital literacy, and external environmental factors such as mobile infrastructure and market maturity can affect sales officers’ account-opening performance in the tablet-based system.http://deepblue.lib.umich.edu/bitstream/2027.42/133524/1/1331_Huang.pdfhttps://deepblue.lib.umich.edu/bitstream/2027.42/133524/4/1331_Huang.pdfDescription of 1331_Huang.pdf : fixed July 2016 revisio

Does complexity deter customer‐focus?

Economic models suggest that firms use a simple cost‐benefit calculation to evaluate customer requests for new product features, but an extensive organizational literature shows the decision to implement innovation is more nuanced. We address this theoretical tension by studying how firms respond to customer requests for incremental product innovations, and how these responses change when the requested innovation is complex. Using large sample empirical analyses combined with detailed qualitative data drawn from interviews, we find considerable variance in the relationship between customer demands, complexity, and investments in incremental innovations. The qualitative study revealed the importance of organization structures, competitive pressures, and incentives for resource allocation processes. Copyright © 2011 John Wiley & Sons, Ltd.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/89508/1/947_ftp.pd

Cost of Quality in Software Products: An Empirical Analysis

Computer software has emerged as a major worldwide industry, estimated at $450B for 1995 of which$225B is attributable to US firms [Boehm, 1987]. Yet, in many organizations, costs and schedules for software projects are largely unpredictable, and product quality is often poor [DeMarco and Lister, 1993]. This underscores the need to study both the quality of the software product and the life-cycle cost incurred in the development and maintenance of the products. Increasing expenditure in software has caught the attention of researchers. Identifying software productivity factors and estimating software costs continue to be important research topics [Mukhopadhyay and Kekre, 1992; Banker et al., 1993]. Researchers have adopted both empirical and theoretical approaches to better understand the process of software development and maintenance. Though software cost continues to be an important research question, competition in the software industry and the increased role of software in everyday life have also made development cycle time and quality important research issues. The quality of software has been studied mainly from defect analysis and software maintenance perspectives. Empirical research has analyzed tradeoffs between software quality and maintenance, and examined drivers of software maintenance costs [Banker, et al., 1993]. Practitioners in the software industry are still faced with the challenge of understanding the key tradeoffs in a software project in order to deliver quality products to customers on time and without cost overruns. This underscores the need to study the various factors that influence the life-cycle cost and quality in software products. Moreover, the effect of the process used in a software project on the outcome of the project in terms of cost to the software developer and quality of the product has not been examined rigorously. Thus in this research, we propose to model the life-cycle cost and quality of software products based on the factorsrelated to product, people, process and technology deployed in the software project

An empirical analysis of productivity and quality in software products

http://deepblue.lib.umich.edu/bitstream/2027.42/35808/2/b2014142.0001.001.pdfhttp://deepblue.lib.umich.edu/bitstream/2027.42/35808/1/b2014142.0001.001.tx

Customer satisfaction for financial services : the role of products, services and information technology

http://deepblue.lib.umich.edu/bitstream/2027.42/35807/2/b1963533.0001.001.pdfhttp://deepblue.lib.umich.edu/bitstream/2027.42/35807/1/b1963533.0001.001.tx

Cloud Computing Adoption and its Implications for CIO Strategic Focus – An Empirical Analysis

The evolving role of Chief Information Officers (CIO) has been widely recognized in IS literature. Yet the enablers of CIOs to focus on strategic activities towards CIO effectiveness have been understudied from constructs, structures, processes and mechanisms perspective and the evidence is largely anecdotal. Cloud computing technologies are gaining adoption and anecdotal evidence suggests that these technologies may allow CIOs to focus more on strategic activities. Drawing on IS literature and on the Attention Based View of the firm from Organizations literature, we posit that cloud computing can enable CIOs to focus on strategic activities and organizational complementarities augment the impact. Our large dataset of US firms provides conclusions beyond single instances and largely supports our propositions. We find that cloud computing can in fact enable CIO strategic focus and complementarities in process and systems capabilities and organizational learning maximize the value

Abstract Determinants of Service Quality in Software: An Empirical Analysis

Once a software product is delivered to a customer, the quality of service provided plays an important role in retaining that customer. In this paper, we identify certain key factors that impact the service quality in commercial software products. Our analysis is based on data collected from over 1000 customers of one of the leading software vendors. Our results show that quick response to service calls and the quality of the solution provided to the customer are dominant drivers of service quality. We also find that the effect of these factors depends on the service providers and on the business area of the customer. 1

Software Process Models and Project Performance

In this paper we review the progress in software process research and the role of process improvement in enhancing business outcomes of software projects. We first describe the process view of software development. Next, we review the literature on software process research and discuss some of the leading software process models. The business value of software process improvements and empirical evidence from the software industry are also discussed in this paper. We conclude with a discussion of current challenges in software process research and directions for future research.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/46018/1/10796_2004_Article_242160.pd