IS

Krishnan, M. S.

Research Interests (33)

List of Topics (33)

Topic Weight Topic Terms
0.463 web site sites content usability page status pages metrics browsing design use web-based guidelines results
0.452 capabilities capability firm firms performance resources business information technology firm's resource-based competitive it-enabled view study
0.396 customer customers crm relationship study loyalty marketing management profitability service offer retention it-enabled web-based interactions
0.392 public government private sector state policy political citizens governments contributors agencies issues forums mass development
0.385 software development process performance agile processes developers response tailoring activities specific requirements teams quality improvement
0.375 performance results study impact research influence effects data higher efficiency effect significantly findings impacts empirical
0.343 impact data effect set propensity potential unique increase matching use selection score results self-selection heterogeneity
0.340 model models process analysis paper management support used environment decision provides based develop use using
0.326 personalization content personalized willingness web pay online likelihood information consumers cues customers consumer services elaboration
0.323 software development product functionality period upgrade sampling examines extent suggests factors considered useful uncertainty previous
0.323 technology investments investment information firm firms profitability value performance impact data higher evidence diversification industry
0.289 offshore offshoring client projects locations organizational vendor extra cultural problems services home sites two-stage arrangements
0.276 effects effect research data studies empirical information literature different interaction analysis implications findings results important
0.249 value business benefits technology based economic creation related intangible cocreation assessing financial improved key economics
0.235 costs cost switching reduce transaction increase benefits time economic production transactions savings reduction impact services
0.231 information systems paper use design case important used context provide presented authors concepts order number
0.205 negative positive effect findings results effects blog suggest role blogs posts examined period relationship employees
0.200 feedback mechanisms mechanism ratings efficiency role effective study economic design potential economics discuss profile recent
0.184 empirical model relationships causal framework theoretical construct results models terms paper relationship based argue proposed
0.150 role relationship positively light important understanding related moderating frequency intensity play stronger shed contribution past
0.149 model research data results study using theoretical influence findings theory support implications test collected tested
0.149 effect impact affect results positive effects direct findings influence important positively model data suggest test
0.144 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses
0.142 perceived transparency control design enjoyment experience study diagnosticity improve features develop consequences showing user experiential
0.137 approach analysis application approaches new used paper methodology simulation traditional techniques systems process based using
0.137 innovation innovations innovative organizing technological vision disruptive crowdsourcing path implemented explain base opportunities study diversity
0.135 development systems methodology methodologies information framework approach approaches paper analysis use presented applied assumptions based
0.131 information processing needs based lead make exchange situation examined ownership analytical improved situations changes informational
0.130 outsourcing transaction cost partnership information economics relationships outsource large-scale contracts specificity perspective decisions long-term develop
0.124 privacy information concerns individuals personal disclosure protection concern consumers practices control data private calculus regulation
0.122 research researchers framework future information systems important present agenda identify areas provide understanding contributions using
0.115 governance relational mechanisms bpo rights process coordination outsourcing contractual arrangements technology benefits view informal business
0.113 infrastructure information flexibility new paper technology building infrastructures flexible development human creating provide despite challenge

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List of Coauthors (13)

Mithas, Sunil 5 Ramasubbu, Narayan 3 Fornell, Claes 2 Awad, Naveen Farag 1
Kriebel, Charles H. 1 Kemerer, Chris F. 1 Mukhopadhyay, Tridas 1 Mithas, S 1
Pang, Min-Seok 1 Subramanyam, Ramanath 1 Saldanha, T. 1 Tafti, Ali 1
Whitaker, Jonathan 1

Article Keywords (67)

business value of IT 3 customer satisfaction 2 information technology 2 software engineering 2
analytical information processing capability 1 business value of information systems 1 business value of information technology 1 business process outsourcing 1
causal analysis 1 counterfactual approach 1 complexity 1 component granularity 1
component-based software development 1 consumer privacy 1 capability maturity model 1 customer loyalty 1
customer relationships 1 customer relationship management 1 customer involvement 1 distributed teams 1
Digital innovation 1 efficiency 1 empirical studies of information systems 1 e-commerce 1
flexibility 1 firm performance 1 global service disaggregation 1 hierarchical linear modeling 1
IT professionals 1 information sharing practices. 1 information transparency 1 IT value 1
intangibles 1 legacy systems 1 matching estimator 1 MBA 1
model-driven development 1 modular design 1 online experience 1 online information sharing 1
online personalization 1 Online privacy 1 offshoring 1 organizational capabilities 1
organizational learning 1 outsourcing 1 propensity score 1 project performance 1
public sector 1 profit 1 returns on MBA 1 relational information processing capability 1
software maintenance 1 stochastic model 1 system replacement 1 selection on unobservables 1
sensitivity analysis 1 software productivity 1 software project performance 1 software quality 1
stochastic frontier analysis 1 treatment effect heterogeneity 1 translog cost function 1 U.S. state governments 1
Web site features 1 Web site content 1 word of mouth 1

Articles (10)

Leveraging Customer Involvement for Fueling Innovation: The Role of Relational and Analytical Information Processing Capabilities (Information Systems Research, 2017)
Authors: Abstract:
    How do IT-enabled capabilities influence firms' ability to leverage customer involvement and shape the amount of firm innovation? This study theorizes that effective processing and management of customer information flows requires organizations to possess Òrelational information processing capabilityÓ (RIPC) and Òanalytical information processing capabilityÓ (AIPC). Drawing on and extending the theories of absorptive capacity and complementarities in the context of innovation, we posit that RIPC and AIPC complement product-focused customer involvement (PCI) and information-intensive customer involvement (ICI) practices, respectively, to enhance the amount of firm innovation. To test our hypotheses, we collected archival data from more than 300 large U.S. manufacturing firms and mapped their RIPC and AIPC to specific IT applications. Consistent with our theorizing, we find that RIPC positively moderates the relationship between PCI and amount of firm innovation and that AIPC positively moderates the relationship between ICI and amount of firm innovation. In further exploratory analysis, we find a positive three-way interaction between AIPC, RIPC, and PCI. Taken together, the results suggest that configurations of IT-enabled capabilities alone are not enough for innovation; instead, firms benefit more when specific configurations of IT-enabled capabilities are leveraged in unison with specific types of customer involvement. The study contributes to theory and practice by shedding light on important complementarities between specific types of customer involvement (PCI and ICI) and specific IT-enabled capabilities (RIPC and AIPC).
Research Note‹Information Technology, Customer Satisfaction, and Profit: Theory and Evidence (Information Systems Research, 2016)
Authors: Abstract:
    This paper studies the effect of aggregate information technology (IT) investments on customer satisfaction and profits at the firm level. Using data on 109 U.S. firms for the 1994Ð1996 and 1999Ð2006 periods, we find that aggregate IT investments have a positive association with customer satisfaction. However, the strength of the relationship varied across the 1994Ð1996 and 1999Ð2006 periods. Specifically, IT investments had a more positive influence on customer satisfaction for the 1994Ð1996 period than for the 1999Ð2006 period. Conversely, IT investments had a positive effect on profits in the 1999Ð2006 period, but a negative effect in the 1994Ð1996 period. These findings extend prior discourse in the information systems literature on the role of customer satisfaction as a mechanism that explains how IT-enabled benefits are Òpassed on to consumersÓ [Rai A, Patnayakuni R, Patnayakuni N (1997) Technology investment and business performance. Comm. ACM 40(7):90]. Our additional exploratory analyses showing that IT investments had a stronger effect on perceived quality than on perceived value provide an explanation for some of the observed effects of IT on customer satisfaction and profits. Together, these contributions and implications provide new insights to assess returns on IT investments by focusing on customer satisfaction, an important intangible and leading measure of firm performance, stock returns, and stock risk.
Information Technology and Administrative Efficiency in U.S. State Governments: A Stochastic Frontier Approach (MIS Quarterly, 2014)
Authors: Abstract:
    This paper explores value creation from government use of information technologies (IT). While the majority of studies in the information systems (IS) discipline have focused on discovering IT business value in for-profit organizations, the performance effects of IT in the public sector have not been extensively studied in either the IS or the public administration literature. We examine whether IT improves administrative efficiency in U.S. state governments. Utilizing IT budget data in state governments, the census data on state government expenditures, and a variety of information on public services that states provide, we measure technical efficiency with a stochastic frontier analysis and a translog cost function and estimate the effect of IT spending on efficiency. Our analyses provide evidence for a positive relationship between IT spending and cost efficiency and indicate that, on average, a $1 increase in per capita IT budget is associated with $1.13 in efficiency gains. This study contributes to the IS literature by expanding the scope of IT value research to public sector organizations and provides meaningful implications for elected officials and public sector managers.
In Search of Efficient Flexibility: Effects of Software Component Granularity on Development Effort, Defects, and Customization Effort. (Information Systems Research, 2012)
Authors: Abstract:
    Simultaneously achieving efficiency and flexibility in enterprise software production has been a considerable challenge for firms. Newer software development paradigms such as component-based and model-driven development attempt to overcome this challenge by emphasizing modular design of complex systems. However, there is a paucity of rigorous empirical research on the use of such software methodologies and the associated extent to which trade-offs between efficiency and flexibility can be influenced. Addressing this gap, we investigate the performance outcomes of a model-driven, component-based software development methodology using data collected from an enterprise software development firm that deployed such a methodology for its product development processes. Examining the design, development, and implementation of 92 business software components of the firm's enterprise resource planning product, we discuss how the design of software components, specifically component granularity, affects development efficiency (development effort and defects) and flexibility (customization effort). Our results suggest that (a) components that are coarse grained are associated with higher flexibility (lower customization effort) but are also associated with lower development efficiency (more development effort and defects), and (b) defect proneness of a component plays a mediating role on the relationship between component granularity and flexibility. These findings present strong evidence for the existence of trade-offs between efficiency and flexibility in mass-customized software product life cycles. They establish component granularity as a key design dimension that needs to be managed judiciously to enable potential trade-off shifting mechanisms through the use of software methodologies that emphasize modular design approaches.
Organizational Learning and Capabilities for Onshore and Offshore Business Process Outsourcing. (Journal of Management Information Systems, 2010)
Authors: Abstract:
    This paper identifies and analyzes firm-level characteristics that facilitate onshore and offshore business process outsourcing (BPO). We use organizational learning and capabilities to develop a conceptual model. We test the conceptual model with archival data on a broad cross section of U. S. firms. Our empirical findings indicate that firms with experience in onshore information technology (IT) outsourcing and capabilities related to IT coordination applications and process codification are more likely to engage in BPO, and firms with experience in internationalization are more likely to engage in offshore BPO. We also find that IT coordination applications have a greater impact on onshore BPO than on offshore BPO, and the effect of process codification is partly mediated through IT outsourcing.
From Association to Causation via a Potential Outcomes Approach. (Information Systems Research, 2009)
Authors: Abstract:
    Despite the importance of causal analysis in building a valid knowledge base and in answering managerial questions, the issue of causality rarely receives the attention it deserves in information systems (IS) and management research that uses observational data. In this paper, we discuss a potential outcomes framework for estimating causal effects and illustrate the application of the framework in the context of a phenomenon that is also of substantive interest to IS researchers. We use a matching technique based on propensity scores to estimate the causal effect of an MBA on information technology (IT) professionals' salary in the United States. We demonstrate the utility of this counterfactual or potential outcomes-based framework in providing an estimate of the sensitivity of the estimated causal effects because of selection on unobservables. We also discuss issues related to the heterogeneity of treatment effects that typically do not receive as much attention in alternative methods of estimation, and show how the potential outcomes approach can provide several new insights into who benefits the most from the interventions and treatments that are likely to be of interest to IS researchers. We discuss the usefulness of the matching technique in IS and management research and provide directions to move from establishing association to assessing causation.
WORK DISPERSION, PROCESS-BASED LEARNING, AND OFFSHORE SOFTWARE DEVELOPMENT PERFORMANCE. (MIS Quarterly, 2008)
Authors: Abstract:
    In this paper we develop a learning-mediated model of offshore software project productivity and quality to examine whether widely adopted structured software processes are effective in mitigating the negative effects of work dispersion in offshore software development. We explicate how the key process areas of the capability maturity model (CMM) can be utilized as a platform to launch learning routines in offshore software development and thereby explain why some offshore software development process improvement initiatives are more effective than others. We validate our learning-mediated model of offshore software project performance by utilizing data collected from 42 offshore software projects of a large firm that operates at the CMM level-5 process maturity. Our results indicate that investments in structured processes mitigate the negative effects of work dispersion in offshore software development. We also find that the effect of software process improvement initiatives is mediated through investments in process-based learning activities. These results imply that investments in structured processes and the corresponding process-based learning activities can be an economically viable way to counter the challenges of work dispersion and improve offshore project performance. We discuss the implication of these results for the adoption of normative process models by offshore software firms.
Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis. (Journal of Management Information Systems, 2006)
Authors: Abstract:
    Web sites are important components of Internet strategy for organizations. This paper develops a theoretical model for understanding the effect of Web site design elements on customer loyalty to a Web site. We show the relevance of the business domain of a Web site to gain a contextual understanding of relative importance of Web site design elements. We use a hierarchical linear modeling approach to model multilevel and cross-level interactions that have not been explicitly considered in previous research. By analyzing data on more than 12,000 online customer surveys for 43 Web sites in several business domains, we find that the relative importance of different Web site features (e.g., content, functionality) in affecting customer loyalty to a Web site varies depending on the Web site's domain. For example, we find that the relationship between Web site content and customer loyalty is stronger for information-oriented Web sites than for transaction-oriented Web sites. However, the relationship between functionality and customer loyalty is stronger for transaction-oriented Web sites than for information-oriented Web sites. We also find that government Web sites enjoy greater word-of-mouth effect than commercial Web sites. Finally, transaction-oriented Web sites tend to score higher on mean customer loyalty than do information-oriented Web sites.
THE PERSONALIZATION PRIVACY PARADOX: AN EMPIRICAL EVALUATION OF INFORMATION TRANSPARENCY AND THE WILLINGNESS TO BE PROFILED ONLINE FOR PERSONALIZATION. (MIS Quarterly, 2006)
Authors: Abstract:
    Firms today use information about customers to improve service and design personalized offerings. To do this successfully, however, firms must collect consumer information. This study enhances awareness about a central paradox for firms investing in personalization; namely, that consumers who value information transparency are also less likely to participate in personalization. We examine the relationship between information technology features, specifically information transparency features, and consumer willingness to share information for online personalization. Based on a survey of over 400 online consumers, we examine the question of whether customer perceived information transparency is associated with consumer willingness to be profiled online. Our results indicate that customers who desire greater information transparency are less willing to be profiled. This result poses a dilemma for firms, as the consumers that value information transparency features most are also the consumers who are less willing to be profiled online. In order to manage this dilemma, we suggest that firms adopt a strategy of providing features that address the needs of consumers who are more willing to partake in personalization, therefore accepting that the privacy sensitive minority of consumers are unwilling to participate in personalization, despite additional privacy features.
A Decision Model for Software Maintenance. (Information Systems Research, 2004)
Authors: Abstract:
    In this paper we address the problem of increasing software maintenance costs in a custom software development environment, and develop a stochastic decision model for the maintenance of information systems. Based on this modeling framework, we derive an optimal decision rule for software systems maintenance, and present sensitivity analysis of the optimal policy. We illustrate an application of this model to a large telecommunications switching software system, and present sensitivity analysis of the optimal state for major upgrade derived from our model. Our modeling framework also allows for computing the expected time to perform major upgrade to software systems.