Exploring "high tech" and "high touch" interaction capabilities: aligning the IT portfolio with customer and supplier relationships

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Ekman, Peter,1969-Mälardalens högskola,Industriell ekonomi och organisation (author)

Exploring "high tech" and "high touch" interaction capabilities : aligning the IT portfolio with customer and supplier relationships

Article/chapterEnglish2021

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EMERALD GROUP PUBLISHING LTD,2021
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LIBRIS-ID:oai:DiVA.org:mdh-50630
https://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-50630URI
https://doi.org/10.1108/ITP-09-2017-0317DOI

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Language:English
Summary in:English

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Subject category:ref swepub-contenttype
Subject category:art swepub-publicationtype

Notes

Purpose: To explore the emergent characteristics of IT portfolios in business-to-business (B2B) firms. The goal is to develop a model that clarifies what interaction capabilities B2B firms develop and to what form of IT this corresponds to.Design/methodology/approach: We apply an a priori conceptual framework that is based on the Industrial Marketing and Purchasing (IMP) Group's theoretical focus on business relationships. The framework depicts the business relationship as dealing with uncertainty and equivocality as well as building and upholding reliance and trust. We utilize a case study approach involving a focal firm and ten of its customers and suppliers. Building on 60 interviews, field observations and archival data, we analyze interviewee responses and the complementary data to evaluate the role of IT in supporting or automated various aspects of organizational relationships.Findings: Results show how "high tech" and "high touch" relate to different interaction capabilities, which firms develop based on the characteristics of their business relationships. Although IT is associated with "high tech" and "high touch" interaction capabilities, some forms of IT are deployed to support the former, while other forms support the later. Both forms of technology-enabled interaction capabilities require investment, and firms must balance investment costs against the value created by improved interaction capabilities.Originality/value: Our findings emphasize the interorganizational perspective (dyadic or network) rather than a solely organizational perspective for understanding IT portfolio development. This perspective is presented through an emergent tech-touch interaction capability model that shows how B2B firms can align their IT portfolio based on the specific characteristics of their business relationships.

Subject headings and genre

SAMHÄLLSVETENSKAP Ekonomi och näringsliv hsv//swe
SOCIAL SCIENCES Economics and Business hsv//eng
Case study
IT
IS management
Commitment-trust theory
Relational view of the firm
Interorganizational business processes
Interorganizational system

Added entries (persons, corporate bodies, meetings, titles ...)

Dahlin, Peter,1981-Mälardalens högskola,Industriell ekonomi och organisation(Swepub:mdh)pdn01 (author)
Erixon, Cecilia,1977-Mälardalens högskola,Industriell ekonomi och organisation(Swepub:mdh)cen03 (author)
Thompson, StevenMälardalens högskola,Industriell ekonomi och organisation,Univ Richmond, Robins Sch Business, Richmond, VA 23173 USA.(Swepub:mdh)stn06 (author)
Mälardalens högskolaIndustriell ekonomi och organisation (creator_code:org_t)

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In:Information Technology and People: EMERALD GROUP PUBLISHING LTD34:2, s. 862-8860959-38451758-5813

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