Operational Excellence as the Main Customer Value: Information Technology Vendors Perspective
Additional contact information
Gellweiler Christof: WHU – Otto Beisheim School of Management, Vallendar, Germany
Business Systems Research, 2019, vol. 10, issue 1, 13-30
Background: Information technology (IT) requires substantial investments from enterprises to build competitive capabilities. IT products are supposed to provide value to customers and to increase the competitiveness of enterprises. Vendors of IT products should take the competitive strategy and value creation for enterprise buyers into account. Objectives: This article takes the perspective of IT vendors (ITVs) and attempts to answer the research questions “What types of customer value do ITVs consider?” and “Do ITVs consider the competitiveness of enterprises?” Methods/Approach: This research investigates descriptions from ITVs and analyses patterns and correlations of coded content. The annual reports of 32 global market-leading ITVs were examined through direct content analysis. Results: Half of the annual reports mention the competitiveness of enterprise buyers; 84% of the samples relate to customer-value disciplines. Moderate positive and monotonic relationships were detected between customer value disciplines. Conclusions: ITVs consider the competitiveness of buyers and noticeably regard customer value disciplines, mainly operational excellence, that in turn refers to process efficiency and cost-effectiveness.
Keywords: Competitiveness; customer value; IT vendors; IT strategy; operational excellence; business-IT alignment (search for similar items in EconPapers)
References: Add references at CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
https://www.degruyter.com/view/j/bsrj.2019.10.issu ... -0002.xml?format=INT (text/html)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:bit:bsrysr:v:10:y:2019:i:1:p:13-30:n:2
Access Statistics for this article
Business Systems Research is currently edited by Mirjana Pejić Bach
More articles in Business Systems Research from Sciendo
Bibliographic data for series maintained by Peter Golla ().