Improving KIBS performance using digital transformation: study based on the theory of resources and capabilities

IF 3.9 3区 管理学 Q2 BUSINESS
Jorge Alberto Marino-Romero, P. Palos-Sánchez, F. Velicia-Martín
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引用次数: 5

Abstract

PurposeThe aim of this research is to analyze the success of digital transformation (DT) in the management and performance of organizations. To do so, the role of IT and its ability to integrate in organizations that provide professional services with high added value for their clients are investigated. These services require highly developed skills as they solve complex problems for the clients and this means that success depends on gathering knowledge from different sources (customers, public administrations and competitors). This study analyses the decisive and complementary role of IT in this process.Design/methodology/approachThe analysis combines quantitative and qualitative methods. After questioning managers of Spanish KIBS companies about certain components of DT, the gathered data are subsequently processed with PLS-SEM to establish causal relationships.FindingsThe results show that digital capability is the determinant of DT. It has a positive effect on the digital resources integrated in KIBS companies and on their organizational performances.Research limitations/implicationsFuture research should continue to analyze other components of TD that drive the organizational performance of KIBS firms, such as technological culture or government policies that encourage digital transactions. The present study analyzes data from companies that are part of a single economic sector in Spain which may limit the conclusions drawn. It would be particularly useful to confirm the applicability of the results in companies operating in different markets to explore the direct relationship between digital capability and organizational performance.Practical implicationsThis research has implications for managers of KIBS companies, as it shows the high potential of the ability of IT to implement and manage a TD process. Managers can benefit from IT management practices using the appropriate tools (ERP, CRM and management software) to gain more knowledge of customer behavior with the possibility of easily codifying and analyzing the data, which significantly influences innovation activities. The objective is to develop a strong internal capability to absorb knowledge from day-to-day interactions with customers by using IT effectively. This process leads to an improvement in the organizational performance of KIBS companies, as they become more effective in decision making with improved internal communication, generate greater employee satisfaction and reach new customers. Following strategies aimed at the implementation and use of the technological resources studied creates more agile firms and helps to close the production gap between SMEs and large companies.Social implicationsThe results obtained can help create sustainable businesses through cloud-based technology tools. It can provide insights for policy makers to implement economic policies that help SMEs to become more competitive and sustainable.Originality/valueThe development of digital technologies and the ability to manage them is one of the decisive factors that conceptualizes DT and improves organizational performance. This research contributes to the understanding of the need for managers of KIBS companies to follow strategies oriented towards the digitization of their organizations and for the collaborators to have a high level of IT training, especially in the use of cloud technology.
利用数字化转型提高KIBS绩效——基于资源与能力理论的研究
目的本研究旨在分析数字化转型在组织管理和绩效方面的成功。为此,我们调查了IT在为客户提供高附加值专业服务的组织中的作用及其整合能力。这些服务需要高度发展的技能,因为它们可以为客户解决复杂的问题,这意味着成功取决于从不同来源(客户、公共行政部门和竞争对手)收集知识。本研究分析了信息技术在这一过程中的决定性和互补作用。设计/方法论/方法分析结合了定量和定性方法。在向西班牙KIBS公司的经理询问DT的某些成分后,收集的数据随后用PLS-SEM进行处理,以建立因果关系。结果表明,数字化能力是DT的决定因素。它对KIBS公司的数字资源整合及其组织绩效具有积极影响。研究局限性/含义未来的研究应继续分析驱动KIBS公司组织绩效的TD的其他组成部分,如鼓励数字交易的技术文化或政府政策。本研究分析了西班牙单一经济部门所属公司的数据,这可能会限制得出的结论。确认结果在不同市场运营的公司中的适用性,以探索数字能力与组织绩效之间的直接关系,将特别有用。实际含义这项研究对KIBS公司的管理者有启示,因为它表明了it实施和管理TD流程的能力的巨大潜力。管理人员可以使用适当的工具(ERP、CRM和管理软件)从IT管理实践中受益,从而获得更多关于客户行为的知识,并可以轻松地对数据进行编码和分析,这对创新活动产生了重大影响。目标是培养强大的内部能力,通过有效使用IT从与客户的日常互动中吸收知识。这一过程提高了KIBS公司的组织绩效,因为通过改善内部沟通,KIBS公司在决策方面变得更加有效,提高了员工满意度,并接触到了新客户。遵循旨在实施和使用所研究的技术资源的战略,可以创建更灵活的公司,并有助于缩小中小企业和大公司之间的生产差距。社会影响所获得的结果可以通过基于云的技术工具帮助创建可持续的企业。它可以为政策制定者实施经济政策提供见解,帮助中小企业提高竞争力和可持续性。独创性/价值数字技术的发展及其管理能力是DT概念化和提高组织绩效的决定性因素之一。这项研究有助于理解KIBS公司的管理者需要遵循面向组织数字化的战略,合作者需要接受高水平的IT培训,尤其是在云技术的使用方面。
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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