IDEAS home Printed from https://ideas.repec.org/a/eee/proeco/v159y2015icp56-65.html
   My bibliography  Save this article

The role of IT-enabled collaborative decision making in inter-organizational information integration to improve customer service performance

Author

Listed:
  • Wong, Christina W.Y.
  • Lai, Kee-hung
  • Cheng, T.C.E.
  • Lun, Y.H. Venus

Abstract

While inter-organizational information integration is believed to benefit supply chain management (SCM), prior studies have shown mixed results. Based on Organizational Information Processing Theory, we question this belief and highlight the importance of information technology (IT)-enabled collaborative decision making to deliver performance benefits and the contingency of the integration–collaboration–performance link on IT infrastructure to establish electronic connections in a supply chain. Analyzing the survey data collected from a sample of 188 trading companies, we find a positive structural relationship between inter-organizational information integration and IT-enabled collaborative decision making, leading to customer service performance, when a high level of IT infrastructure development is present. Our post hoc analysis verifies these empirical findings. For practicality, we propose an empirical taxonomy of firms for managerial reference in developing IT infrastructure in support of linking inter-organizational information integration with IT-enabled collaborative decision making.

Suggested Citation

  • Wong, Christina W.Y. & Lai, Kee-hung & Cheng, T.C.E. & Lun, Y.H. Venus, 2015. "The role of IT-enabled collaborative decision making in inter-organizational information integration to improve customer service performance," International Journal of Production Economics, Elsevier, vol. 159(C), pages 56-65.
    • Handle: RePEc:eee:proeco:v:159:y:2015:i:c:p:56-65
    DOI: 10.1016/j.ijpe.2014.02.019
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0925527314000681
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijpe.2014.02.019?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Richard L. Daft & Robert H. Lengel, 1986. "Organizational Information Requirements, Media Richness and Structural Design," Management Science, INFORMS, vol. 32(5), pages 554-571, May.
    2. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    3. Thomas H. Brush & Kendall W. Artz, 1999. "Toward a contingent resource‐based theory: the impact of information asymmetry on the value of capabilities in veterinary medicine," Strategic Management Journal, Wiley Blackwell, vol. 20(3), pages 223-250, March.
    4. Wong, Christina W.Y. & Lai, Kee-hung & Ngai, E.W.T., 2009. "The role of supplier operational adaptation on the performance of IT-enabled transport logistics under environmental uncertainty," International Journal of Production Economics, Elsevier, vol. 122(1), pages 47-55, November.
    5. T. S. Raghu & R. Ramesh & Ai-Mei Chang & Andrew B. Whinston, 2001. "Collaborative Decision Making: A Connectionist Paradigm for Dialectical Support," Information Systems Research, INFORMS, vol. 12(4), pages 363-383, December.
    6. Paul M. Swamidass & William T. Newell, 1987. "Manufacturing Strategy, Environmental Uncertainty and Performance: A Path Analytic Model," Management Science, INFORMS, vol. 33(4), pages 509-524, April.
    7. Stefansson, Gunnar, 2002. "Business-to-business data sharing: A source for integration of supply chains," International Journal of Production Economics, Elsevier, vol. 75(1-2), pages 135-146, January.
    8. Fiala, P., 2005. "Information sharing in supply chains," Omega, Elsevier, vol. 33(5), pages 419-423, October.
    9. Arvind Malhotra & Sanjay Gosain & Omar A. El Sawy, 2007. "Leveraging Standard Electronic Business Interfaces to Enable Adaptive Supply Chain Partnerships," Information Systems Research, INFORMS, vol. 18(3), pages 260-279, September.
    10. Lai, Kee-Hung & Ngai, E. W. T. & Cheng, T. C. E., 2004. "An empirical study of supply chain performance in transport logistics," International Journal of Production Economics, Elsevier, vol. 87(3), pages 321-331, February.
    11. Lai, Kee-hung & Ngai, E. W. T. & Cheng, T. C. E., 2002. "Measures for evaluating supply chain performance in transport logistics," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 38(6), pages 439-456, November.
    12. Julian Birkinshaw, 1997. "Entrepreneurship In Multinational Corporations: The Characteristics Of Subsidiary Initiatives," Strategic Management Journal, Wiley Blackwell, vol. 18(3), pages 207-229, March.
    13. Gunasekaran, Angappa & Lai, Kee-hung & Edwin Cheng, T.C., 2008. "Responsive supply chain: A competitive strategy in a networked economy," Omega, Elsevier, vol. 36(4), pages 549-564, August.
    14. Koufteros, Xenophon & Marcoulides, George A., 2006. "Product development practices and performance: A structural equation modeling-based multi-group analysis," International Journal of Production Economics, Elsevier, vol. 103(1), pages 286-307, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wong, Christina W.Y. & Lai, Kee-hung & Bernroider, Edward W.N., 2015. "The performance of contingencies of supply chain information integration: The roles of product and market complexity," International Journal of Production Economics, Elsevier, vol. 165(C), pages 1-11.
    2. Wong, Christina W.Y. & Lai, Kee-hung & Ngai, E.W.T., 2009. "The role of supplier operational adaptation on the performance of IT-enabled transport logistics under environmental uncertainty," International Journal of Production Economics, Elsevier, vol. 122(1), pages 47-55, November.
    3. Arun Rai & Xinlin Tang, 2010. "Leveraging IT Capabilities and Competitive Process Capabilities for the Management of Interorganizational Relationship Portfolios," Information Systems Research, INFORMS, vol. 21(3), pages 516-542, September.
    4. Gu, Minhao & Yang, Lu & Huo, Baofeng, 2021. "The impact of information technology usage on supply chain resilience and performance: An ambidexterous view," International Journal of Production Economics, Elsevier, vol. 232(C).
    5. Mei, Maggie Qiuzhu & Wang, Le & Yan, Jie, 2023. "Maintaining product quality consistency when offshoring to emerging markets: The role of subsidiary control," Journal of International Management, Elsevier, vol. 29(1).
    6. Maggie Chuoyan Dong & Yulin Fang & Detmar W. Straub, 2017. "The Impact of Institutional Distance on the Joint Performance of Collaborating Firms: The Role of Adaptive Interorganizational Systems," Information Systems Research, INFORMS, vol. 28(2), pages 309-331, June.
    7. Lai, Kee-hung & Wong, Christina W.Y. & Venus Lun, Y.H., 2014. "The role of customer integration in extended producer responsibility: A study of Chinese export manufacturers," International Journal of Production Economics, Elsevier, vol. 147(PB), pages 284-293.
    8. Nathaniel Boso & Paige S Carter & Jonathan Annan, 2016. "When is brand orientation a useful strategic posture?," Journal of Brand Management, Palgrave Macmillan, vol. 23(4), pages 363-382, July.
    9. Marc Fréchet & Laurent Bertriandas, 2011. "La performance judiciaire de la firme:une étude exploratoire du succès des entreprises devant le conseil des prud'hommes," Revue Finance Contrôle Stratégie, revues.org, vol. 14(1), pages 131-158., March.
    10. Roßmann, Bernhard & Canzaniello, Angelo & von der Gracht, Heiko & Hartmann, Evi, 2018. "The future and social impact of Big Data Analytics in Supply Chain Management: Results from a Delphi study," Technological Forecasting and Social Change, Elsevier, vol. 130(C), pages 135-149.
    11. Hallin, Christina & Holm, Ulf & Sharma, Dharma Deo, 2011. "Embeddedness of innovation receivers in the multinational corporation: Effects on business performance," International Business Review, Elsevier, vol. 20(3), pages 362-373, June.
    12. Cho, Young Sik & Linderman, Kevin, 2019. "Metacognition-based process improvement practices," International Journal of Production Economics, Elsevier, vol. 211(C), pages 132-144.
    13. Wu, Tienhua & Jim Wu, Yen-Chun & Chen, Yenming J. & Goh, Mark, 2014. "Aligning supply chain strategy with corporate environmental strategy: A contingency approach," International Journal of Production Economics, Elsevier, vol. 147(PB), pages 220-229.
    14. Grote, Markus & Herstatt, Cornelius & Gemünden, Hans-Georg, 2012. "Cross-divisional innovation in large, multi-divisional firms: Economic relevance and managerial actions," Working Papers 66, Hamburg University of Technology (TUHH), Institute for Technology and Innovation Management.
    15. Jörg Freiling & Christoph Lütke Schelhowe, 2014. "The Impact of Entrepreneurial Orientation on the Performance and Speed of Internationalization," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 10(4), pages 169-199.
    16. Ritu Singh & Parikshit Charan & Manojit Chattopadhyay, 2019. "Dynamic capabilities and responsiveness: moderating effect of organization structures and environmental dynamism," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 46(4), pages 301-319, December.
    17. Carol X. J. Ou & Robert M. Davison, 2016. "Shaping guanxi networks at work through instant messaging," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 67(5), pages 1153-1168, May.
    18. Josef Windsperger & Nina Gorovaia, 2011. "Knowledge attributes and the choice of knowledge transfer mechanism in networks: the case of franchising," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 15(4), pages 617-640, November.
    19. Juan Manuel Ramon-Jeronimo & Raquel Florez-Lopez & Maria Angeles Ramon-Jeronimo, 2017. "Understanding the Generation of Value along Supply Chains: Balancing Control Information and Relational Governance Mechanisms in Downstream and Upstream Relationships," Sustainability, MDPI, vol. 9(8), pages 1-31, August.
    20. Wong, Christina W.Y. & Lai, Kee-hung & Shang, Kuo-Chung & Lu, Chin-Shan & Leung, T.K.P., 2012. "Green operations and the moderating role of environmental management capability of suppliers on manufacturing firm performance," International Journal of Production Economics, Elsevier, vol. 140(1), pages 283-294.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:proeco:v:159:y:2015:i:c:p:56-65. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/ijpe .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.