TY - GEN
T1 - The impact of enterprise information system on customer service and firm performance
AU - Wenjie, Zhang
AU - Gang, Li
AU - Huan, Fan
PY - 2013
Y1 - 2013
N2 - Enterprise information system has been popular applied to companies, and customer service is a critical factor in market competition, but the relationship between enterprise information system and customer service is remained to research. This paper explores the relationships between enterprise information system, customer service and company finance performance. According to survey data from 176 manufacturing companies in china, the concept model is empirically tested by Partial Least Square (PLS), and the results indicate that enterprise information system has positive and direct effect on customer service and company finance performance, after-sale service is positively associated with finance performance, and delivery service doesn't have significance effect on finance performance. The results show that after-sale service and delivery service still have important function in modern enterprise and enterprise information system plays an important role in improving customer service and company finance performance.
AB - Enterprise information system has been popular applied to companies, and customer service is a critical factor in market competition, but the relationship between enterprise information system and customer service is remained to research. This paper explores the relationships between enterprise information system, customer service and company finance performance. According to survey data from 176 manufacturing companies in china, the concept model is empirically tested by Partial Least Square (PLS), and the results indicate that enterprise information system has positive and direct effect on customer service and company finance performance, after-sale service is positively associated with finance performance, and delivery service doesn't have significance effect on finance performance. The results show that after-sale service and delivery service still have important function in modern enterprise and enterprise information system plays an important role in improving customer service and company finance performance.
KW - Customer Service
KW - Financial performance
KW - Information Sharing
KW - Information Technology
UR - https://www.scopus.com/pages/publications/84898810109
M3 - 会议稿件
AN - SCOPUS:84898810109
SN - 9781629934372
T3 - Proceedings of International Conference on Computers and Industrial Engineering, CIE
SP - 545
EP - 557
BT - 43rd International Conference on Computers and Industrial Engineering 2013, CIE 2013
PB - Computers and Industrial Engineering
T2 - 43rd International Conference on Computers and Industrial Engineering 2013, CIE 2013
Y2 - 16 October 2013 through 18 October 2013
ER -