We examine how flexibility in IT-enabled business functions (customer services and transaction se... more We examine how flexibility in IT-enabled business functions (customer services and transaction services) helps firms to overcome the deleterious effects of institutional differences (cultural, economic, and administrative) on two core organizational capabilities (marketing capability and relational capability). We posit that flexibility in IT-enabled customer services (FICS) mitigates the constraints of cultural distance and economic distance that firms face in leveraging their marketing capability. Further, we posit that flexibility in IT-enabled transaction services (FITS) mitigates the constraint of administrative distance that firms face in leveraging their relational capability. Our empirical analysis of primary and secondary data of 182 firms in India provides broad support for our hypotheses. The findings contribute to theory and practice by highlighting how flexibilities in specific IT-enabled business functions help firms to combat challenges in dissimilar national institut...
Artificial Intelligence (AI) is evolving from a technology to an enabler of service processes and... more Artificial Intelligence (AI) is evolving from a technology to an enabler of service processes and delivery. With the increasing importance of AI as a service interface, integrating and aligning AI technology to effective service delivery is a critical challenge. In this study, we theorize cognitive apportionment, consisting of AI-human service synchronization and AI-system service consistency attributes, as a dynamic capability that could address issues arising from shifting decision processes. We argue that integrating and balancing human-AI-system dialogue mechanisms while rendering services is a key to leverage and achieve desired service outcomes. We develop a set of propositions encompassing the mediating effect of cognitive apportionment and the moderating role of AI-enabled service portfolio to influence service flexibility. Preliminary analysis with 80 respondents supports our propositions. This research offers new insights into the underlying mechanisms of how AI can create...
This chapter discusses the application of decision support systems principles to an ill-structure... more This chapter discusses the application of decision support systems principles to an ill-structured problem—the planning of organizational information systems. It is difficult to separate the high-level information strategic planning process from the detailed determination of requirements specifications necessary for design and implementation of information systems. Both offer dilemmas in the determination of conduct and establishment of process objectives. As these are important steps in the information systems development process, it would be useful to offer computer-aided support wherever necessary in support of these activities.
... This design permits representation of the unstruc-Jay Nunamaker is a Professor of Management ... more ... This design permits representation of the unstruc-Jay Nunamaker is a Professor of Management Information Systems and Computer Science and Head of the Department of Management Informa-tion Systems at the University of Arizona. ...
This paper describes the use of computer-aided analysis for the design and development of an inte... more This paper describes the use of computer-aided analysis for the design and development of an integrated financial management system by the Navy Material Command Support Activity (NMCSA). Computer-aided analysis consists of a set of procedures and computer programs specifically designed to aid in the process of applications software design, computer selection and performance evaluation. There are four major components: Problem Statement Language, Problem Statement Analyzer, Generator of Alternative Designs, and Performance Evaluator. The statement of requirements was written in ADS (Accurately Defined Systems) and analyzed by a Problem Statement Analyzer for ADS. The ADS problem definition was supplemented with additional information in order to create a complete problem definition. The analyzed problem statement was translated to the form necessary for use by the SODA (Systems Optimization and Design Algorithm) program for the generation of alternative specifications of program modules and logical database structures.
We examine how flexibility in IT-enabled business functions (customer services and transaction se... more We examine how flexibility in IT-enabled business functions (customer services and transaction services) helps firms to overcome the deleterious effects of institutional differences (cultural, economic, and administrative) on two core organizational capabilities (marketing capability and relational capability). We posit that flexibility in IT-enabled customer services (FICS) mitigates the constraints of cultural distance and economic distance that firms face in leveraging their marketing capability. Further, we posit that flexibility in IT-enabled transaction services (FITS) mitigates the constraint of administrative distance that firms face in leveraging their relational capability. Our empirical analysis of primary and secondary data of 182 firms in India provides broad support for our hypotheses. The findings contribute to theory and practice by highlighting how flexibilities in specific IT-enabled business functions help firms to combat challenges in dissimilar national institut...
Artificial Intelligence (AI) is evolving from a technology to an enabler of service processes and... more Artificial Intelligence (AI) is evolving from a technology to an enabler of service processes and delivery. With the increasing importance of AI as a service interface, integrating and aligning AI technology to effective service delivery is a critical challenge. In this study, we theorize cognitive apportionment, consisting of AI-human service synchronization and AI-system service consistency attributes, as a dynamic capability that could address issues arising from shifting decision processes. We argue that integrating and balancing human-AI-system dialogue mechanisms while rendering services is a key to leverage and achieve desired service outcomes. We develop a set of propositions encompassing the mediating effect of cognitive apportionment and the moderating role of AI-enabled service portfolio to influence service flexibility. Preliminary analysis with 80 respondents supports our propositions. This research offers new insights into the underlying mechanisms of how AI can create...
This chapter discusses the application of decision support systems principles to an ill-structure... more This chapter discusses the application of decision support systems principles to an ill-structured problem—the planning of organizational information systems. It is difficult to separate the high-level information strategic planning process from the detailed determination of requirements specifications necessary for design and implementation of information systems. Both offer dilemmas in the determination of conduct and establishment of process objectives. As these are important steps in the information systems development process, it would be useful to offer computer-aided support wherever necessary in support of these activities.
... This design permits representation of the unstruc-Jay Nunamaker is a Professor of Management ... more ... This design permits representation of the unstruc-Jay Nunamaker is a Professor of Management Information Systems and Computer Science and Head of the Department of Management Informa-tion Systems at the University of Arizona. ...
This paper describes the use of computer-aided analysis for the design and development of an inte... more This paper describes the use of computer-aided analysis for the design and development of an integrated financial management system by the Navy Material Command Support Activity (NMCSA). Computer-aided analysis consists of a set of procedures and computer programs specifically designed to aid in the process of applications software design, computer selection and performance evaluation. There are four major components: Problem Statement Language, Problem Statement Analyzer, Generator of Alternative Designs, and Performance Evaluator. The statement of requirements was written in ADS (Accurately Defined Systems) and analyzed by a Problem Statement Analyzer for ADS. The ADS problem definition was supplemented with additional information in order to create a complete problem definition. The analyzed problem statement was translated to the form necessary for use by the SODA (Systems Optimization and Design Algorithm) program for the generation of alternative specifications of program modules and logical database structures.
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