Managing information technologies in service companies: strategic versus operational practices

An empirical study of 108 service companies in five sectors explored how they evaluate their information technologies (ITs). These companies tend to use operational rather than strategic criteria, emphasizing issues of efficiency of operations rather than strategic concerns of the corporation. It was found that the higher the level of the managers evaluating ITs, and the more they are directly involved with decisions on ITs, the more the companies will use strategic criteria in the evaluation.<
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