期刊名称：International Journal of E-Business Development
印刷版ISSN：2225-7411
电子版ISSN：2226-7336
出版年度：2014
卷号：4
期号：1
语种：English
出版社：World Academic Publishing
摘要：Nowadays, providing high quality customer services is a critical strategy of almost all leading and excellent organizations and this quality is increasingly associated with organizational IT capabilities. In competitive environment, organizations pay increasing attention to IT application for enhancing their business performance. This article is to present results of the application of Fuzzy Hierarchal Analysis Process (FAHP) to the evaluation of the effects of IT capabilities on the quality of customer service process in Iranian insurance companies. Lack of literature regarding IT impacts on customer service process and existing ambiguity in human judgments motivated the authors to use FAHP. The objective of this paper is to apply FAHP for IT impact analysis on customer service process and demonstrate practical application in insurance companies. Identifying these impacts aids managers to make appropriate decisions on how to use resources in customer service and enhancing organizational market position with regard to competitors. The results indicate that IT human resource, IT business experience and shared tacit knowledge are important organizational motives toward competitive advantage in Iranian insurance companies.
关键词：IT Capabilities; IT Human Resource; IT Business Experience; Fuzzy Analytical Hierarchal Process; Iranian Insurance Company
