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An Empirical Investigation of Factors Influencing the Success of Customer-Oriented Strategic Systems

Author

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  • Blaize Horner Reich

    (Faculty of Commerce and Business Administration, The University of British Columbia, Vancouver, British Columbia, Canada V6T 1Y8)

  • Izak Benbasat

    (Faculty of Commerce and Business Administration, The University of British Columbia, Vancouver, British Columbia, Canada V6T 1Y8)

Abstract

A case research strategy was utilized to study first-mover strategic systems which companies had built and offered to their customers in support of a primary product or service. The study investigated eleven systems to discover the factors which enabled or inhibited the following outcomes: developing a first-mover customer-oriented strategic system (COSS); achieving a high level of adoption of the COSS by customers; obtaining competitive advantage from the COSS. In general, the findings supported previous research in the IS implementation and strategic systems literature. Factors that are related to the successful implementation of information systems and the competitive environment of the firm were associated with systems that were developed and introduced to the market first. Factors that are related to the adoption of innovations and information systems and to successful product marketing were associated with high adoption. There were several findings which had not been previously reported in the literature. Early adoption of the system was inhibited by poor support for the sales force and poor quality pilot tests. Long-term penetration was inhibited in cases where the champion lost direct control over the COSS. Competitive advantage was not achieved by any system which had spent less than three years in the market or by those which did not achieve high long-term adoption.

Suggested Citation

  • Blaize Horner Reich & Izak Benbasat, 1990. "An Empirical Investigation of Factors Influencing the Success of Customer-Oriented Strategic Systems," Information Systems Research, INFORMS, vol. 1(3), pages 325-347, September.
    • Handle: RePEc:inm:orisre:v:1:y:1990:i:3:p:325-347
    DOI: 10.1287/isre.1.3.325
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    Cited by:

    1. Vandenbosch, Betty, 1999. "An empirical analysis of the association between the use of executive support systems and perceived organizational competitiveness," Accounting, Organizations and Society, Elsevier, vol. 24(1), pages 77-92, January.
    2. Nuraishah Raimee & Intan Salwani Mohamed & Nabilah Rozzani, 2021. "Determinants of Web-technology Investment in Malaysian Logistics Industry: An Application of Technological, Organizational and Environmental (TOE) Model," Business Management and Strategy, Macrothink Institute, vol. 12(1), pages 91-107, June.
    3. Venugopal Gopalakrishna‐Remani & Kyung‐Ah ( Kay) Byun & D. Harold Doty, 2022. "The impact of employees' perceptions about top management engagement on sustainability development efforts and firm performance," Business Strategy and the Environment, Wiley Blackwell, vol. 31(7), pages 2964-2977, November.
    4. Muhammad Haseeb & Hafezali Iqbal Hussain & Beata Ślusarczyk & Kittisak Jermsittiparsert, 2019. "Industry 4.0: A Solution towards Technology Challenges of Sustainable Business Performance," Social Sciences, MDPI, vol. 8(5), pages 1-24, May.
    5. Syed Arshad Raza & Atiq W. Siddiqui & Craig Standing, 2019. "Exploring Systemic Problems in IS Adoption Using Critical Systems Heuristics," Systemic Practice and Action Research, Springer, vol. 32(2), pages 125-153, April.
    6. Ravi Bapna & Paulo Goes & Kwok Kee Wei & Zhongju Zhang, 2011. "A Finite Mixture Logit Model to Segment and Predict Electronic Payments System Adoption," Information Systems Research, INFORMS, vol. 22(1), pages 118-133, March.
    7. Paul Chwelos & Izak Benbasat & Albert S. Dexter, 2001. "Research Report: Empirical Test of an EDI Adoption Model," Information Systems Research, INFORMS, vol. 12(3), pages 304-321, September.
    8. Thomas Ehrmann & Florian Haas, 2006. "Effizienz, Anreizgestaltung und Implementierung von Prozessinnovationen: Eine empirische Untersuchung anhand des Desktop-Purchasing," Schmalenbach Journal of Business Research, Springer, vol. 58(2), pages 169-187, March.
    9. Bhatt, Ganesh D. & Stump, Rodney L., 2001. "An empirically derived model of the role of IS networks in business process improvement initiatives," Omega, Elsevier, vol. 29(1), pages 29-48, February.
    10. Dong, Shutao, 2012. "Decision execution mechanisms of IT governance: The CRM case," International Journal of Information Management, Elsevier, vol. 32(2), pages 147-157.
    11. Carsten Felden, 2011. "Characteristics of XBRL adoption in Germany," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 22(2), pages 161-186, December.

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