Title: An empirical study of information technology infrastructure capability and its impact on digitally enabled customer management processes in life insurance companies

Authors: R.V.S. Mani; Utpal Baul; R.P. Mohanty; T.M. Rajkumar

Addresses: BIT Collaborative Research Program, No. 1, Madhulika, Sector-9A, Vashi, Navi Mumbai-400703, India ' Department of Management, Birla Institute of Technology, Mesra, Ranchi, Jharkhand 835215, India ' SOA University, Khandagiri Square, Bhubaneswar-751030, Odisha, India ' Information Systems and Analytics, Farmer School of Business, MSC 1033, 800 E High St., Room #3095, Miami University, Oxford, Oh-45056, USA

Abstract: Academic marketing literatures have increasingly studied about customer management processes. However, there is limited investigation to understand the integration of information technology infrastructure to leverage customer management processes for performance gains. This paper provides an approach to address the impact of each of the individual information technology capabilities on customer management processes. It also provides an empirical analysis of the impact on intermediate business process outcome. The research model proposed is unique in its nature and attempted for the first time, where the academicians and the practitioners can gain insight into the impact of each individual information technology infrastructure capabilities on digitally enabled customer management business processes. This paper uses objective measurement for the process outcome relevant to the industry and customer management business processes. This approach is generic enough to apply for analysing impact of information technology capabilities on business processes specific to an industry.

Keywords: infrastructure capabilities; customer management processes; life insurance; process-oriented approach; process performance; persistency; market share; resource-based view; RBV; information technology; IT infrastructure.

DOI: 10.1504/IJBIS.2013.057500

International Journal of Business Information Systems, 2013 Vol.14 No.4, pp.461 - 479

Published online: 17 Sep 2013 *

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