Abstract
Rapid advancements in information and communication technologies (ICT) combined with improvements in socioeconomic standards of living have led to an increase in consumers’ demands for personal services in a variety of industries including healthcare. Despite the tremendous potential of Health Information Technology (HIT), the healthcare industry lags behind in the use of HIT to effectively deliver innovative services. In this study, we combine the capabilities perspective and an adapted Capability-Quality-Performance (CQP) model to investigate the roles service innovation and quality play in the relationship between a healthcare provider’s IT-enabled capabilities and provider performance. We propose that IT-enabled capabilities by themselves do not lead to improved healthcare provider performance. It is how those capabilities are manipulated and utilized that determines the competitive advantage the healthcare provider can gain over its competitors. The theory-based model was empirically tested using a survey of 202 U.S. healthcare organizations. Results of exploratory hypotheses testing showed that service innovation and quality play significant roles in mediating the relationship between IT-enabled capabilities and healthcare provider performance.
Similar content being viewed by others
References
Agarwal, R., & Selen, W. (2009). Dynamic capability building in service value networks for achieving service innovation. Decision Sciences, 40(3), 431–475.
Agarwal, R., Gao, G., DesRoches, C., & Jha, A. K. (2010). The digital transformation of healthcare: current status and the road ahead. Information Systems Research, 21(4), 796–809.
AHRQ. (2007). Agency for healthcare research and quality: national healthcare quality report. Rockville: Author.
American Hospital Association (2011). 2011 HIT Advocacy Issue Paper. www.aha.org/content/11/11-health-it.pdf, retrieved on April 21, 2012.
Angst, C. M., Devaraj, S., Queenan, C. C., & Greenwood, B. (2011). Performance effects related to the sequence of integration of healthcare technologies. Production and Operations Management, 20(3), 319–333.
Avlonitis, G. J., Papastathopoulou, P. G., & Gounaris, S. P. (2001). An empirically-based typology of product innovativeness for new financial services: success and failure scenarios. The Journal of Product Innovation Management, 18(5), 324–342.
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 519–529.
Banker, R. D., Bardhan, I. R., Chang, H., & Lin, S. (2006). Plant information systems, manufacturing capabilities and plant performance. MIS Quarterly, 30(2), 315–337.
Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120.
Barney, J. B. (2002). Gaining and sustaining competitive advantage. Upper Saddle River: Prentice Hall.
Barrett, M., & Davidson, E. (2008). Exploring the Diversity of Service Worlds in the Service Economy. In M. Barrett, E. Davidson, C. Middleton, & J. DeGross (Eds.), Information technology in the service economy: challenges and possibilities for the 21st century (pp. 1–10). Boston: Springer.
Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015). Service innovation in the digital age: key contributions and future directions. MIS Quarterly, 39(1), 135–154.
Bates, D. W., & Gawande, A. A. (2003). Improving safety with information technology. The New England Journal of Medicine, 348, 2526–2534.
Bell, R. A., Kravitz, R. L., Thom, D., Krupat, E., & Azari, R. (2002). Unmet expectations for care and the patient-physician relationship. Journal of General Internal Medicine, 17(11), 817–824.
Berger, R. G., & Kichak, J. P. (2004). Computerized physician order entry: helpful or harmful? Journal of the American Medical Informatics Association, 11(2), 100–103.
Bharadwaj, A. S. (2000). A resource-based perspective on information technology capability and firm performance: an empirical investigation. MIS Quarterly, 24(1), 169–196.
Bharadwaj, S. G., Varadarajan, P. R., & Fahy, J. (1993). Sustainable competitive advantage in service industries: a conceptual model and research propositions. The Journal of Marketing, 57(4), 83–99.
Bharadwaj, A. S., Sambamurthy, V., & Zmud, R. W. (2002). Firm-wide IT capability: an empirical examination of the construct and its links to performance. Working Paper.
Bhatt, G. D., & Grover, V. (2005). Types of information technology capabilities and their role in competitive advantage: an empirical study. Journal of Management Information Systems, 22(2), 253–277.
Bolton, R. (2004). Invited commentaries on “Evolving to a new dominant logic for marketing”. Journal of Marketing, 68(1), 18–27.
Buntin, M. B., Burke, M. F., Hoaglin, M. C., & Blumenthal, D. (2011). The benefits of health information technology: a review of the recent literature shows predominantly positive results. Health Affairs, 30(3), 464–471.
Campbell, D. T., & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56(2), 81–105.
Cenfetelli, R., Benbasat, I., & Al-Natour, S. (2008). Addressing the what and how of online services: positioning supporting-services functionality and service quality for business to consumer success. Information Systems Research, 19(2), 161–181.
Chang, J. C. J., & King, W. R. (2005). Measuring the performance of information systems: a functional scorecard. Journal of Management Information Systems, 22(1), 85–115.
Chen, J. L. (2012). The synergistic effects of IT-enabled resources on organizational capabilities and firm performance. Information Management, 49(2012), 142–150.
Chen, Y. C., & Wu, J. H. (2011). IT management capability and its impact on the performance of a CIO. Information Management, 48(4), 145–156.
Chew, E. K. (2016). iSIM: an integrated design method for commercializing service innovation. Information Systems Frontiers, 18(3), 457–478.
CHIME (2010). CHIME survey finds healthcare CIOs less optimistic about getting EHR incentive funding early. College of healthcare information management executives. November 2010. Retrieved from http://www.cio-chime.org/chime/press/surveys/pdf/chime_mu2_survey_report.pdf.
Cho, S., & Mathiassen, L. (2007). The role of industry infrastructure in telehealth innovations: a multilevel analysis of a telestroke program. European Journal of Information Systems, 16(6), 738–750.
Dabholkar, P., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.
Davidson, E. J., & Chismar, W. G. (2007). The interaction of institutionally triggered and technology-triggered social structure change: an investigation of computerized physician order entry. MIS Quarterly, 31(4), 739–758.
Day, G. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58(4), 37–52.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9–30.
Devaraj, S., Ow, T. T., & Kohli, R. (2013). Examining the impact of information technology and patient flow on healthcare performance: a Theory of Swift and Even Flow (TSEF) perspective. Journal of Operations Management, 31(4), 181–192.
Dibbern, J., Goles, T., Hirschheim, R., & Jayatilaka, B. (2004). Information systems outsourcing: a survey and analysis of the literature. ACM SIGMIS Database, 35(4), 6–102.
Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 12(2), 259–274.
Eisinga, R., Grotenhuis, M. T., & Pelzer, B. (2013). The reliability of a two-item scale: Pearson, Cronbach, or Spearman-Brown? International Journal of Public Health, 58(4), 637–642.
Emons, W. H., Sijtsma, K., & Meijer, R. R. (2007). On the consistency of individual classification using short scales. Psychological Methods, 12(1), 105–120.
Ethiraj, S. K., Kale, P., Krishnan, M. S., & Singh, J. V. (2005). Where do capabilities come from and how do they matter? A study in the software services industry. Strategic Management Journal, 26(1), 25–45.
Fichman, R. G., Kohli, R., & Krishnan, R. (2011). The role of information systems in healthcare: current research and future trends. Information Systems Research, 22(3), 419–428.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
Frost and Sullivan (2010). Frost and Sullivan U.S. Healthcare CIO Survey available at http://www.ihealthtran.com/pdf/Frost%20&%20Sullivan_Q4%202010%20US%20Healthcare%20CIO%20Survey_Selected%20Excerpts.pdf.
Goh, J., Gao, G., & Agarwal, R. (2011). Evolving work routines: adaptive routinization of information technology in healthcare. Information Systems Research, 22(3), 565–585.
Goles, T., & Chin, W. (2005). Information systems outsourcing relationship factors: detailed conceptualization and initial evidence. ACM SIGMIS Database, 36(4), 47–67.
Goo, J., Kishore, R., Nam, K., Rao, H. R., & Song, Y. (2007). An investigation of factors that influence the duration of it outsourcing relationships. Decision Support Systems, 42(4), 2107–2125.
Goo, J., Huang, C. D., & Koo, C. (2015). Learning for healthy outcomes: exploration and exploitation with electronic medical records. Information Management, 52(1), 550–562.
Grant, R. M. (1996). Toward a knowledge-based theory of the firm. Strategic Management Journal, 17(10), 109–122.
Grover, V., & Kohli, R. (2012). Cocreating IT value: new capabilities and metrics for multifirm environments. MIS Quarterly, 36(1), 225–232.
Grover, V., Cheon, M. J., & Teng, J. T. C. (1996). The effect of service quality and partnership on the outsourcing of information systems functions. Journal of Management Information Systems, 12(4), 89–116.
Gu, J. W., & Jung, H. W. (2013). The effects of IS resources, capabilities, and qualities on organizational performance: an integrated approach. Information Management, 50(2), 87–97.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis. Upper Saddle River: Prentice-Hall.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Englewood Cliffs: Prentice Hall.
Hanseth, O., Jacucci, E., Grisot, M., & Aanestad, M. (2006). Reflexive standardization: side effects and complexity in standard making. MIS Quarterly, 30(Special Issue), 563–581.
Health Data Management (2008). Health Data Management 2008 CIO Survey available at http://www.healthdatamanagement.com/CIO_Survey/.
Helfat, C. E., Finkelstein, S., Mitchell, W., Peteraf, M. A., Singh, H., Teece, D. J., & Winter, S. G. (2007). Dynamic capabilities: understanding strategic change in organizations (First ed.). Malden: Blackwell Publishing Ltd..
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135.
Hikmet, N., & Chen, S. K. (2003). An investigation into low mail survey response rates of information technology users in healthcare settings. International Journal of Medical Informatics, 72(1–3), 29–34.
Hoffmann, J. P., & Shafer, K. (2015). Linear regression analysis: applications and assumptions (2nd ed.). Washington, DC: NASW Press.
Holmström, H., Fitzgerald, B., Ågerfalk, P. J., Conchúir, Ó., & E. (2006). Agile practices reduce distance in global software development. Information Systems Management, 23(3), 7–18.
J. D. Power and Associates (2007). J. D. Power and associates reports: Ford motor company captures most awards in 2007 initial quality study [Electronic Version]. Retrieved October 15, 2008, from http://www.jdpower.com/corporate/news/releases/pdf/2007088.pdf.
Jansen, J. J. P., Van Den Bosch, F. A. J., & Volberda, H. W. (2006). Exploratory innovation, exploitative innovation, and performance: effects of organizational antecedents and environmental moderators. Management Science, 52(11), 1661–1674.
Jha, A. K., DesRoches, C. M., Campbell, E. G., Donelan, K., Rao, S. R., Ferris, T. G., Shields, A., Rosenbaum, S., & Blumenthal, D. (2009). Use of electronic health records in U.S. hospitals. New England Journal of Medicine, 360(16), 1628–1638.
Keith, M., Demirkan, H., & Goul, M. (2013). Service-oriented methodology for systems development. Journal of Management Information Systems, 30(1), 227–260.
Kilbridge, P. M., & Classen, D. C. (2008). The informatics opportunities at the intersection of patient safety and clinical informatics. Journal of the American Medical Informatics Association, 15(4), 397–407.
Kim, D. R., Cheon, M. J., & Aiken, M. (2005). Towards an understanding of the relationship between is outsourcing vendors’ service quality and outsourcing effects. International Journal of Information Technology and Management, 4(1), 12–24.
Kim, Y. J., Song, S., Sambamurthy, V., & Lee, Y. L. (2012). Entrepreneurship, knowledge integration capability, and firm performance: an empirical study. Information Systems Frontiers, 14(5), 1047–1060.
Kim, M., Song, J., & Triche, J. (2015). Toward an integrated framework for innovation in service: a resource-based view and dynamic capabilities approach. Information Systems Frontiers, 17(3), 533–546.
Kim, Y. J., Kim, C. Y., & Shin, Y. J. (2017). The effects of ubiquitous healthcare service on the south Korean Economy: using input–output analysis. Information Systems Frontiers, 19(5), 1149–1160.
King, W. R., & Epstein, B. J. (1982). Assessing information systems value: an experimental study. Decision Sciences, 13(4), 34–45.
King, W. R., & Malhotra, Y. (2000). Developing a framework for analyzing IS sourcing. Information Management, 37(6), 323–334.
Krishnan, V., & Ulrich, K. T. (2001). Product development decisions: a review of the literature. Management Science, 47(1), 1–21.
Kumar, N., & Palvia, P. (2002). Global IT outsourcing management: key influence factors and strategies. Journal of Information Technology Cases and Applications, 4(1), 56–75.
Lee, J. N. (2001). The impact of knowledge sharing, organizational capability and partnership quality on IS outsourcing success. Information Management, 38(5), 323–335.
Lee, J. N., & Kim, Y. G. (1999). Effect of partnership quality on is outsourcing success: conceptual framework and empirical validation. Journal of Management Information Systems, 15(4), 29–61.
Levina, N., & Ross, J. W. (2003). From the vendor’s perspective: exploring the value proposition in information technology outsourcing. MIS Quarterly, 27(3), 331–364.
Li, S., & Lin, B. (2006). Accessing information sharing and information quality in supply chain management. Decision Support Systems, 42(3), 1641–1656.
Lin, W. B. (2007). An empirical of service quality model from the viewpoint of management. Expert Systems with Applications, 32(2), 364–375.
Little, T. D., Lindenberger, U., & Nesselroade, J. R. (1999). On selecting indicators for multivariate measurement and modeling with latent variables: when “good” indicators are bad and “bad” indicators are good. Psychological Methods, 4(2), 192–211.
Lovelock, C., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspective. Journal of Services Research, 7(1), 20–41.
Lu, Y., & Ramamurthy, K. (2011). Understanding the link between information technology capability and organizational agility: an empirical examination. MIS Quarterly, 35(4), 931–954.
Lusch, R. F., & Nambisan, S. (2015). Service innovation: a service-dominant logic perspective. MIS Quarterly, 39(1), 155–175.
Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: insights from service-dominant logic. Journal of Retailing, 83(1), 5–18.
Marsh, H. W., Hau, K. T., Balla, J. R., & Grayson, D. (1998). Is more ever too much? The number of indicators per factor in confirmatory factor analysis. Multivariate Behavioral Research, 33(2), 181–220.
McAfee, A., & Brynjolfsson, E. (2008). Investing in the IT that makes a competitive difference. Harvard Business Review, 86(7/8), 98–107.
McGrath, J. E. (1964). Groups: interaction and performance. Englewood Cliffs: Prentice-Hall.
Medcof, J. (2001). Resource-based strategy and managerial power in networks of internationally dispersed technology units. Strategic Management Journal, 22(11), 999–1012.
Mela, C. F., & Kopalle, P. K. (2002). The impact of collinearity on regression analysis: the asymmetric effect of negative and positive correlations. Applied Economics, 34(6), 667–677.
Menon, N. M., Lee, B., & Eldenburg, L. (2000). Productivity of information systems in the healthcare industry. Information Systems Research, 11(1), 83–92.
Mouttham, A., Kuziemsky, C., Langayan, D., Peyton, L., & Pereira, J. (2012). Interoperable support for collaborative, mobile, and accessible health care. Information Systems Frontiers, 14(1), 73–85.
Mukhopadhyay, T., Singh, P., & Kim, S. (2011). Learning curves of agents with diverse skills in information technology-enabled physician referral systems. Information Systems Research, 22(3), 586–605.
Nambisan, S. (2003). Information systems as a reference discipline for new product development. MIS Quarterly, 27(1), 1–18.
Nembhard, I. M., Alexander, J., Hoff, T., & Ramanujam, R. (2009). Why does the quality of health care continue to lag? Insights from management research. Academy of Management Perspectives, 23(1), 24–42.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory. New York: McGraw-Hill.
O’Connor, Y., & O’Reilly, P. (2016). Examining the infusion of mobile technology by healthcare practitioners in a hospital setting. Information Systems Frontiers. https://doi.org/10.1007/s10796-016-9728-9.
Ordanini, A., & Maglio, P. (2009). Market orientation, internal process, and external network: a qualitative comparative analysis of key decisional alternatives in the new service development. Decision Sciences, 40(3), 601–625.
Orlikowski, W., & Scott, S. V. (2015). The algorithm and the crowd: considering the materiality of service innovation. MIS Quarterly, 39(1), 201–216.
Øvretveit, J., Scott, T., Rundall, T. G., Shortell, S. M., & Brommels, M. (2007). Improving quality through effective implementation of information technology in healthcare. International Journal for Quality in Health Care, 19(5), 259–266.
Palvia, P., Leary, D., Mao, E., Midha, V., Pinjani, P., & Salam, A. F. (2004). Research methodologies in MIS: an update. Communications of the Association for Information Systems, 14(1), 526–542.
Palvia, C. P., King, R. C., Xia, W., & Palvia, S. C. J. (2010). Capability, quality, and performance of offshore is vendors: a theoretical framework and empirical investigation. Decision Sciences, 41(2), 231–270.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithamm, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Paswan, A., D’Souza, D., & Zolfagharian, M. (2009). Toward a contextually anchored service innovation typology. Decision Sciences, 40(3), 513–540.
Pavlou, P. A., & El Sawy, O. A. (2006). From IT leveraging competence to competitive advantage in turbulent environments: the case of new product development. Information Systems Research, 17(3), 198–227.
Payton, F. C., Pare, G., Le Rouge, C. M., & Reddy, M. (2011). Health care IT: process, people, patients and interdisciplinary considerations. Journal of the Association for Information Systems, 12(2), i–xiii.
PCAST (2010). President’s Council of Advisors on Science and Technology (PCAST): report to the president realizing the full potential of the health information technology to improve healthcare for Americans: the path forward. Executive Office of the President.
Pearlson, K. E., & Saunders, C. S. (2013). Managing and using information systems: a strategic approach. New York: Wiley.
Pearlson, K. E., Saunders, C. S., & Galletta, D. F. (2016). Managing and using information systems: a strategic approach. Hoboken: John Wiley & Sons.
Piccoli, G., & Ives, B. (2005). Review: IT-dependent strategic initiatives and sustained competitive advantage: a review and synthesis of the literature. MIS Quarterly, 29(4), 747–776.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service Quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187.
Plugge, A., Bouwman, H., & Molina-Castillo, F. J. (2013). Outsourcing capabilities, organizational structure and performance quality monitoring: toward a fit model. Information Management, 50(6), 275–284.
Rai, A., & Sambamurthy, V. (2006). Editorial notes–the growth of interest in services management: opportunities for information systems scholars. Information Systems Research, 17(4), 327–331.
Rai, A., Im, G., & Hornyak, R. (2009). How CIOs can align IT capabilities for supply chain relationships. MIS Quarterly Executive, 8(1), 9–18.
Rai, A., Pavlou, P. A., Im, G., & Du, S. (2012). Interfirm IT capability profiles and communications for cocreating relational value: evidence from the logistics industry. MIS Quarterly, 36(1), 233–262.
Ray, G., Barney, J. B., & Muhanna, W. A. (2004). Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resources-based view. Strategic Management Journal, 25(1), 23–37.
Richmond, W. B., & Seidmann, A. (1993). Software development outsourcing contract: Structure and business value. Journal of Management Information Systems, 10(1), 57–72.
Salge, T. O., Kohli, R., & Barrett, M. (2015). Investing in information systems: on the behavioral and institutional search mechanisms underpinning hospitals’ is investment decisions. Management Information Systems Quarterly, 39(1), 61–89.
Sambamurthy, V., Bharadwaj, A., & Grover, V. (2003). Shaping agility through digital options: reconceptualizing the role of information technology in contemporary firms. MIS Quarterly, 27(2), 237–263.
Scherer, A., Wünderlich, N. V., & von Wangenheim, F. (2015). The value of self-service: long-term effects of technology-based self-service usage on customer retention. MIS Quarterly, 39(1), 177–200.
Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240–253.
Singh, R., Mathiassen, L., Stachura, M. E., & Astapova, E. V. (2011). Dynamic capabilities in home health: IT-enabled transformation of post-acute care. Journal of the Association for Information Systems, 12, 163–188.
Solaimani, S., Bouwman, H., & Itälä, T. (2015). Networked enterprise business model alignment: a case study on smart living. Information Systems Frontiers, 17(4), 871–887.
Song, L. Z., Song, M., & Di Benedetto, C. A. (2009). A staged service innovation model. Decision Sciences, 40(3), 571–599.
Spohrer, J., & Riecken, D. (2006). Services science. Communications of the ACM, 49(7), 30–32.
Srinivasan, A. (1985). Alternative measures of system effectiveness: associations and implications. MIS Quarterly, 9(3), 243–253.
Srivastava, S. C., & Shainesh, G. (2015). Bridging the service divide through digitally enabled service innovations: evidence from indian healthcare service providers. MIS Quarterly, 39(1), 245–267.
Straub, D. W. (1989). Validating instruments in MIS research. MIS Quarterly, 13(2), 147–169.
Subramani, M. (2004). How do suppliers benefit from information technology use in supply chain relationships? MIS Quarterly, 28(1), 45–73.
Swar, B., Moon, J., Oh, J., & Rhee, C. (2012). Determinants of relationship quality for IS/IT outsourcing success in public sector. Information Systems Frontiers, 14(2), 457–475.
Swinarski, M., Kishore, R., & Rao, H. R. (2006). Impact of service provider process capabilities on service provider performance: an empirical study. Proceedings of the 39th Hawaii International Conference on System Sciences, HICSS ‘06, Waikoloa, Hawaii, (8), January, pp. 199c.
Tallon, P. P., & Pinsonneault, A. (2011). Competing perspectives on the link between strategic information technology alignment and organizational agility: insights from a mediation model. MIS Quarterly, 35(2), 463–484.
Tavassoli, L., & Toland, J. (2008). Strategies for dealing with end-user resistance. ACIS 2008 proceedings, 88.
Teece, D. J. (2007). Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance. Strategic Management Journal, 28(13), 1319–1350.
Teoh, S. Y., Pan, S. L., & Ramchand, A. M. (2012). Resource management activities in healthcare information systems: a process perspective. Information Systems Frontiers, 14(3), 585–600.
Thakur, R., & Hale, D. (2012). Service innovation: a comparative study of U.S. and Indian service firms. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2012.03.007.
Thakur, R., Hsu, S. H. Y., & Fontenot, G. (2012). Innovation in healthcare: issues and future trends. Journal of Business Research, 65, 562–569.
Tonelli, A. O., de Souza Bermejo, P. H., dos Santos, P. A., Zuppo, L., & Zambalde, A. L. (2017). IT governance in the public sector: a conceptual model. Information Systems Frontiers, 19(3), 593–610.
Tucker, A. L., Nembhard, I., & Edmondson, A. C. (2007). Implementing new practices: an empirical study of organizational learning in hospital intensive care units. Management Science, 53(6), 894–907.
Vargo, S. L., & Lusch, R. F. (2004). The four service marketing myths: remnants of a good-based manufacturing model. Journal of Services Research, 6(4), 324–335.
Vargo, S. L., & Lusch, R. F. (2008). Why service? Journal of the Academy of Marketing Science, 36(1), 25–38.
Vatcheva, K. P., Lee, M., McCormick, J. B., & Rahbar, M. H. (2016). Multicollinearity in regression analyses conducted in epidemiologic studies. Epidemiology (Sunnyvale, Calif.), 6(2), 227.
Venkatesh, V., Zhang, X., & Sykes, T. A. (2011). “Doctors do too little technology”: A longitudinal field study of an electronic healthcare system implementation. Information Systems Research, 22(3), 523–546.
Venkatesh, V., Brown, S. A., & Bala, H. (2013). Bridging the qualitative-quantitative divide: guidelines for conducting mixed methods research in information systems. MIS Quarterly, 37(1), 21–54.
Wang, K. (2015). Determinants of mobile value-added service continuance: the mediating role of service experience. Information Management, 52(3), 261–274.
Wernerfelt, B. (1984). A resource-based view of the firm. Strategic Management Journal, 5(2), 171–180.
Werts, C. E., Linn, R., & Jorkesog, K. G. (1974). Intraclass reliability estimates: testing structural assumptions. Educational and Psychological Measurement, 34(1), 25–33.
Weston, J. F., Kwang, S. C., & Hoag, S. E. (1990). Mergers, restructuring, and corporate control. Englewood Cliffs: Prentice-Hall, Inc..
Wheeler, B. C. (2002). NEBIC: a dynamic capabilities theory for assessing net-enablement. Information Systems Research, 13(2), 125–146.
Yen, H. R., Wang, W., Wei, C. P., Hsu, S. H. Y., & Chiu, H. C. (2012). Service innovation readiness: dimensions and performance outcome. Decision Support Systems, 53(4), 813–824.
Zahra, S. A., & George, G. (2002). The net-enabled business innovation cycle and the evolution of dynamic capabilities. Information Systems Research, 13(2), 147–150.
Author information
Authors and Affiliations
Corresponding author
Appendix
Appendix
Rights and permissions
About this article
Cite this article
Thambusamy, R., Palvia, P. U.S. Healthcare Provider Capabilities and Performance: the Mediating Roles of Service Innovation and Quality. Inf Syst Front 22, 91–111 (2020). https://doi.org/10.1007/s10796-018-9841-z
Published:
Issue Date:
DOI: https://doi.org/10.1007/s10796-018-9841-z