Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Modeling Customer-Related IT Diffusion

Modeling Customer-Related IT Diffusion
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Author(s): Shana L. Dardan (Susquehanna University, USA), Ram L. Kumar (University of North Carolina at Charlotte, USA) and Antonis C. Stylianou (University of North Carolina at Charlotte, USA)
Copyright: 2009
Pages: 13
Source title: Best Practices and Conceptual Innovations in Information Resources Management: Utilizing Technologies to Enable Global Progressions
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-60566-128-5.ch014


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This study develops a diffusion model of customer-related IT (CRIT) based on stock market announcements of investments in those technologies. Customer-related IT investments are defined in this work as information technology investments made with the intention of improving or enhancing the customer experience. The diffusion model developed in our study is based on data for the companies of the S&P 500 and S&P MidCap 400 for the years of 1996-2001. We find empirical support for a sigmoid diffusion model. Further, we find that both the size and industry of the company affect the path of CRIT diffusion. Another contribution of this study is to illustrate how data collection techniques typically used for fi- nancial event studies can be used to study information technology diffusion. Finally, the data collected for this study can serve as a Bayesian prior for future diffusion forecasting studies of CRIT.

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