The Application of the Complementarity Concept in the Management of IT Capital: Learning from Cases of CRM Systems

互補觀念應用於IT資本管理－CRM系統個案分析

10.6382/JIM.200901.0020

尚孝純(Shari S. C. Shang)；吳思華(Se-Hwa Wu)；姚成彥(Chen-Yen Yao)

IT資本 ； CRM ； 資訊管理 ； 資源互補 ； IT capital ； CRM systems ； IT management ； resource complementarity

資訊管理學報

16卷_S期（2009 / 01 / 01）

185 - 204

英文

在知識經濟的時代，資訊科技的無形價值引發學者及管理者的廣大興趣。企業IT資本成為企業競爭力、持續力的重要關鍵因素之一。IT資本通常隱藏在結構資本內，成為IT投資或營運績效的指標。目前有許多針對企業IT資本基礎結構角色的論點。但是我們針對在複雜環境、資源互相影響下，如何管理IT資本卻是甚少瞭解。本研究利用互補觀念，強調IT資本與其互補資源管理以達到企業持續競爭力的重要性。經由CRM系統的多重個案分析，我們瞭解CRM系統價值與互補資源（包含流程、結構、能力及文化）管理的關係。本研究的發現可以貢獻在IT資本管理及IT資本相關互補資源的應用。

The intangible value of information technology (IT) has triggered researchers' and managers' interests in the knowledge-based economy. It has been increasingly emphasized that firms' IT capital is one of the key determinants of business competitiveness and sustainability. IT capital has usually been hidden in the structural capital as an indicator of either IT investment or the operational performance. There are a number of theoretical arguments about the infrastructural role of a firm's IT capital but limited understanding of how this kind of intellectual capital should be managed in a business environment in which complex resources interplay. Applying the complementarity concept, this study highlights the importance of the management of resource complementarity with IT capital in order to deliver sustainable competitiveness. Through multiple case studies of customer relationship management (CRM) systems management in five financial organizations, we analyze the value of customer relationship management systems in relation to the management of complementary resources, including process, structure, capability, and culture. The findings contribute to a better understanding of the management of IT capital and a better application of the complementarity of IT-related resources.

1. Edgeworth, F.Y. Mathematical Psychics, Kegan Paul, London, 1881
2. Amit, R.,Schoemaker, P. J. H.(1993).Strategic assets and organizational rent.Strategic Management Journal,14(1),33-46.
3. April, K. A.(2002).Guidelines for developing a k-strategy.Journal of Knowledge Management,6(5),445-456.
4. Barney, J.(1991).Firm resources and sustained competitive advantage.Journal of Management Information Systems,17(1),99-120.
5. Barua, A.,Lee, C. H. Sophie,Whinston, A. B.(1996).The calculus of Reengineering.Information Systems Research,7(4),409-428.
6. Bassi, L. J.,Buren, M. E. V.(1999).Valuing investments in intellectual capital.International Journal of Technology Management,18(5/6/7/8),414-432.
7. Bharadwaj, A. S.(2000).A resource0based perspective on information technology capability and firm performance: an empirical investigation.MIS quarterly,24(1),169-196.
8. Bontis, N.(2004).Intellectual capital in Egyptian software firms.The learning organization,11(4/5),332-346.
9. Bontis, N.(1999).Managing Organizational Knowledge by Diagnosing Intellectual Capital: Framing and advancing the state of the field.International Journal of Technology Management,18(5/6/7/8),433-462.
10. Bontis, N.(2001).Assessing Knowledge Assets: A review of the models used to measure intellectual capital.International Journal of Management Reviews,3(1),41-60.
11. Brockway, D.W.(1996).Knowledge technologies and business alignment.Information Management & Computer Security,4(1),45-46.
12. Chan, J. O.(2005).Toward a Unified View of Customer Relationship Management.Journal of American Academy of Business,6(1),32-38.
13. Chattopadhyay, S. P.(2001).Relationship marketing in an enterprise resource planning environment.Marketing Intelligence and Planning,19(2),136-139.
14. Chen, I. J.,Popovich, K.(2003).Understanding customer relationship management (CRM): People, process and technology.Business Process Management Journal,9(5),672-688.
15. Choi, B.,Ponn, S. K.,Davis, J. G.(2008).Effects of knowledge management strategy on organizational performance: A complementarity theory-based approach.Omega,36(2),235-251.
16. Davern, M. J.,Kauffman, R. J.(2000).Discovering Potential and Realizing Value from Information Technology Investments.Journal of Management Information Systems,16(4),121-143.
17. Edvinsson, L.,Malone, M. S.(1997).Intellectual Capital: Realizing Your Company's True Values by Finding its Hidden Brainpower.New York:HarperCollins.
18. Feinberg, R.,Kadam, R.(2002).e-CRM web service attributes as determinants of customer satisfaction with retail Web sites.International Journal of Service Industry Management,16(5),432-451.
19. Fickel, L.(1999).Know your customer.CIO Magazine,12(21),62-72.
20. Harrison, J. S.,Hitt, M. A.,Hoskisson, R. E.,Ireland, R. D.(2001).Resource complementarity in business combinations: Extending the logic to organizational alliances.Journal of Management,27(6),679-690.
21. Herrenkohl, R. C.,Judson, G. T.,Heffner, J. A.(1999).Defining and measuring employee empowerment.The journal of Applied Behavioral Science,35(3),373-389.
22. Homburg. C.,Pflesser, C.(2000).A multiple-layer model of market-oriented organizational culture: Measurement issues and performance outcome.Journal of Marketing Research,37(4),449-462.
23. Hoogervorst, J.,Flier, H. V. D,Koopman, P.(2004).Implicit communication in organizations: The impact of culture, structure and management practices on employee behaviour.Journal of Management Psychology,19(3),288-311.
24. Hughes, A.,Norton, M. S. S.(2006).The transforming power of Complementary assets.MIT Sloan Management,47(4),50-58.
25. Hussi, T.,Ahonen, G.(2002).Managing intangible assets: a question of integration and delicate balance.Journal of Intellectual Capital,3(3),277-286.
26. Jerry, L.(2003).Accessing IT/Business alignment.Information Systems Management,20(4),9-15.
27. Johnson, W. H. A.(1999).An integrative taxonomy of intellectual capital: Measuring the stock and flow of intellectual capital components in the firm.International Journal of Technology Management,18(5/6/7/8),562-575.
28. Kannan, G.,Aulbur, W. G.(2004).Intellectual Capital Measurement Effectiveness.Journal of Intellectual Capital,5(3),389-413.
29. Kaplan, R.,Norton, D.(2004).Strategic Maps: Converting Intangible Assets into Tangible Outcomes.Boston, MA:Harvard Business School Press.
30. Karimi, J.,Somers, T. M.,Gupta, Y. P.(2001).Impact of information technology management practices on customer service.Journal of Management Information Systems,17(4),125-158.
31. Kim, C. S,Davidson, L. F.(2004).The effects of it expenditures on banks' business performance: using a balanced scorecard approach.Managerial Finance,30(5),28-45.
32. Knight, D. J.(1999).Performance measures for increasing intellectual capital.Strategy and Leadership,27(2),22-25.
33. Kohli, A. K.,Jaworski, B. J.,Kumar, A.(1993).MARKOR: A measure of market orientation.Journal of Marketing Research,30(4),467-477.
34. Leidner, D. E.,Kayworth, T.(2006).Review: a review of culture in information systems research: toward a theory of information technology culture conflict.MIS Quarterly,30(2),357-399.
35. Lin, W. T.,Shao, B. M.(2006).The business value of information technology and inputs substitution: The productivity paradox revisited.Decision Support Systems,42(2),493-507.
36. Masoulas, V.(1998).Organizational requirements definition for intellectual capital management.International Journal of Technology Management,16(1/2/3),126-143.
37. Melville, N.,Kraemer. K.,Gurbaxani, V.(2004).Review: Information technology and organizational performance: an integrative model of it business value.MIS Quarterly,28(2),283-322.
38. Milgrom, P.,Roberts, J.(1995).Complementarities and fit: strategy, structure, and organization.Journal of Accounting and Economics,19(2/3),179-208.
39. Oliver, J. L. H.,Porta, J. I. D.(2005).How to measure IC in clusters: empirical evidence.Journal of Intellectual Capital,7(3),354-380.
40. Ordonez de Pablos, Patricia(2004).Measuring and reporting structural capital: lessons from European learning firms.Journal of Intellectual Capital,5(4),629-647.
41. Ordonez de Pablos, Patricia(2002).Evidence of intellectual capital measurement from Asia, Europe, and the Middle East.Journal of Intellectual Capital,3(3),287-302.
42. Piccoli, G.,Ives, B.(2005).Review: IT-dependent strategic initiatives and sustained competitive advantage: a review and synthesis of the literature.MIS Quarterly,29(4),747-776.
43. Pinsonneault, A.(1998).Information technology and the nature of managerial work: From the productivity paradox to the lcarus paradox.MIS Quarterly,22(3),287-311.
44. Plakoyiannaki, E.,Tzokas, N.(2002).Customer relationship management: A capabilities portfolio perspective.Journal of Database Management,9(3),228-337.
45. Roos, G.,Roos, J.(1997).Measuring your company's intellectual performance.Long Range Planning,30(3),413-426.
46. Roos. J, R. G.,Edvinsson, L.,Dragonetti, Nicola Carlo(1998).Intellectual Capital: Navigating in the New Business Landscape.New York University Press.
47. Rothaermel, F. T.(2000).Technological discontinuities and the nature of competition.Technology Analysis and Strategic Management,12(2),149-160.
48. Saint-Onge, H.(1996).Tacit Knowledge: the key to the strategic alignment of intellectual capital.Strategy& Leadership,24(2),10-13.
49. Sambamurthy, V.(2003).Shaping agility through digital options: reconceptualizing the role of information technology in contemporary firms.MIS quarterly,27(2),237-263.
50. Stewart, T. A.(1997).Intellectual Capital: The New Wealth of Organizations.New York,:Currency Doubleday.
51. Stieglitz1, N.,Heine, K.(2007).Innovations and the role of complementarities in a strategic theory of the firm.Strategic Management Journal,28(1),1-15.
52. Stratopoulos, T.,Dehning, B.(2000).Does successful investment in information technology solve the productivity paradox.Information and Management,38(2),103-117.
53. Sveiby, K. E.(1997).The New Organizational Wealth: Managing and Measuring Knowledge-based Assets.San Francisco:Berrett-Koehler.
54. Tan, X,Yen, D.C.,Fang, X.(2002).Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena.The journal of Computer Information Systems,42(3),77-86.
55. Teece, D. J.(1986).Profiting from technological innovation: Implications for integration, collaboration, licensing and public policy.Research Policy,15(6),285-305.
56. Teece, D. J.(2000).Managing Intellectual Capital: Organizational, Strategic, and Policy Dimensions.New York:Oxford University Press Inc..
57. Teo, T.S.H,Ranganathan, C.(2003).Leveraging IT resources and capabilities at the housing and development board.Strategic Information Systems,12(3),229-249.
58. Van Buren, M. E.(1999).A yardstick for knowledge management.Training and Development,53(5),71-78.
59. Wade, M.,Hulland, J.(2004).Review: The resource-based view and information systems research: Review, extension and suggestions for future research.MIS Quarterly,28(1),107-142.
60. Wall, A.(2005).The measurement and management of intellectual capital in the public sector: taking the lead or waiting for direction?.Public Management Review,7(2),289-303.
61. Weill, P.(1989).Managing investment in information technology: Mini case examples and implications.MIS quarterly,13(1),3-17.
62. Yin, R. K.(1994).Case Study Research: Design and Methods.Beverly Hills, CA, USA:Sage publications.
63. Zhu, K.(2004).Complementarity of IT infrastructure and e-commerce capability.Journal of Management Information Systems,21(1),167-202.

1. 黃淑媛(2015)。台灣智慧資本研究：以TSSCI管理學門期刊為例。修平學報，30，147-176。
2. 葉淑娟,段逸君,林芬慧,林呈欣(2023)。新冠疫情重創下，百年老店展新機－舊振南數位轉型。資訊管理學報，30(1)，49-73。