IT impacts on operation-level agility in service industries
This study examines the relationship between operation-level agility and firm performance in service
industries. The study is augmented by investigating the role of IT resources and competence to achieve
this specific type of agility. As of to date, most of the published literature in this stream of research has
focused on manufacturing industry. This research is an early attempt to examine the strategic value of
IT-enabled operational capabilities in service industry. We propose a theory-based model of the
positive relationships among IT service competence, operation-level agility, and firm performance.
Survey data of medium to large-size enterprises in service industries in the United States were used to
validate the proposed model. The results indicate that operation-level agility is a significant driving
force of firm performance in the service industries and that IT service competence significantly
determines the operation-level agility. The results emphasize that IT-supported operation-level agility
significantly leads to a better performance.
Lee, One-Ki (Daniel); Xu, Peng; Kuilboer, Jean-Pierre; and Ashrafi, Noushin, "IT impacts on operation-level agility in service industries" (2009). ECIS 2009 Proceedings. 334.