Please use this identifier to cite or link to this item: https://doi.org/10.1002/asi.20384
Title: A dual-level analysis of the capability development process: A case study of TT&T
Authors: Pan, S. 
Pan, G.
Hsieh, M.H.
Issue Date: 2006
Source: Pan, S., Pan, G., Hsieh, M.H. (2006). A dual-level analysis of the capability development process: A case study of TT&T. Journal of the American Society for Information Science and Technology 57 (13) : 1814-1829. ScholarBank@NUS Repository. https://doi.org/10.1002/asi.20384
Abstract: The resource-based view suggests that organizations achieve and maintain competitive advantage through effective deployment of firm-specific resources and capabilities. Because of volatile market conditions, researchers now focus on the development of dynamic capabilities that allow firms to react and create change in these dynamic environments. Despite the growing acceptance of the dynamic capabilities perspective in information systems research, the process of how organizations develop capabilities to influence the overall process of strategy formation and implementation in a dynamic and volatile environment (e.g., the information communication technology industry) is still underexplored. To address the knowledge gap, this article draws on an in-depth case study of the capability development experience of a call center in strategic transformation from an in-house customer service department to an outsourced customer service provider. We use Montealegre's (2002) process model of capability development as our analytical framework and extend it beyond the organizational perspective to include a project-level (business unit) perspective. By adopting a dual-level analysis, researchers and practitioners may obtain a more detailed and complete view of an organization's capability development, hence allaying criticism of the resource-based view as a vague and tautological concept.
Source Title: Journal of the American Society for Information Science and Technology
URI: http://scholarbank.nus.edu.sg/handle/10635/42527
ISSN: 15322882
DOI: 10.1002/asi.20384
Appears in Collections:Staff Publications

Show full item record
Files in This Item:
There are no files associated with this item.

SCOPUSTM   
Citations

28
checked on Dec 13, 2017

WEB OF SCIENCETM
Citations

20
checked on Nov 16, 2017

Page view(s)

76
checked on Dec 10, 2017

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.