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Extent versus Range of Service Digitization: Implications for Firm Performance

机译：服务数字化程度与范围：对企业绩效的影响

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Service Digitization is a key means by which organizations derive value from their IT investments. We theorize that Service Digitization consists of two underlying dimensions - Extent of Digitization (EoD) and Range of Digitization (RoD), which present a trade-off scenario for a resource-constrained firm. We examine the firm performance implications of EoD and RoD and identify Human Capital Intensity (HCI) and Marketing Intensity (MI) as two complementary organizational competencies. Our empirical analysis of an archival panel data set, consisting of thirty-five quarters of financial and service digitization data from over 7000 credit unions, demonstrates strong support for our theoretical model. We find a J-shaped relationship between EoD and firm performance, which is positively moderated by HCI; and we find an inverted U-shaped relationship between RoD and firm performance, which is positively moderated by MI. Our results contribute towards the IT business value, IT-enablement of services and IT-enabled organizational agility literatures.
机译：服务数字化是组织从其IT投资中获取价值的一种关键手段。我们认为服务数字化包含两个基本维度-数字化程度（EoD）和数字化范围（RoD），它们为资源受限的公司提供了权衡方案。我们研究了EoD和RoD对公司绩效的影响，并将人力资本强度（HCI）和市场营销强度（MI）确定为两个互补的组织能力。我们对档案小组数据集的实证分析，该数据集由来自7000多个信用合作社的三十五分之二的金融和服务数字化数据组成，为我们的理论模型提供了强有力的支持。我们发现EoD与公司绩效之间呈J形关系，而HCI积极地缓和了这种关系。我们发现RoD与公司绩效之间呈倒U型关系，MI积极地缓解了这种关系。我们的结果有助于IT业务价值，IT支持服务和IT支持的组织敏捷性文献。

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