Skip to main content
SpringerLink
Log in

IT is Business: Some Emerging Reflections and IT Governance of CRM Projects

  • Chapter
  • First Online:
Customer Relationship Management in the Financial Industry

Part of the book series: Management for Professionals ((MANAGPROF))

  • 2201 Accesses

Abstract

Over the years, the financial and banking system has benefited from the evolving role of information technology (IT). Many financial institutions see IT as a strategic weapon that ensures efficient and quality controlled processes and improves capacity for product innovation and customer service.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 59.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 54.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Barley, S. R. (1986). Technology as an occasion for structuring: Evidence from observations of CT scanners and the social order in radiology departments. Administrative Science Quarterly, 31(1).

    Google Scholar 

  • Bierly, P., & Chakrabarti, A. (1996). Generic knowledge strategies in the U.S. pharmaceutical industry. Strategic Management Journal, 17.

    Google Scholar 

  • Brown, W. H. (1957). Innovation in the machine tool industry. Quarterly Journal of Economics, LXXI.

    Google Scholar 

  • Carroll, J. (1967). A note on departmental autonomy and innovation in medical school. Journal of Business, 40(4).

    Google Scholar 

  • CeTIF. (2007). Extended IT Governance: il valore per la banca—Technology Outlook. Milano: Università Cattolica del Sacro Cuore. www.cetif.it.

    Google Scholar 

  • CIPA-ABI (2012). Rilevazione dello stato dell’automazione del sistema creditizio. Profili economici—Anticipazioni. www.cipa.it.

  • Cobit (2007). It governance framework. www.isaca.org.

  • Cognitech (2004). Services, www.cognitechcorp.com. January.

  • Evan, W. M., & Black, G. (1967). Innovation in business organizations: Some factors associated with success or failure of staff proposals. Journal of Business, XL(4).

    Google Scholar 

  • Galbraith, J. (1973). Designing complex organizations. Reading: Addison – Wesley.

    Google Scholar 

  • Gartner Research (2011). Top CIO priorities. www.gartner.com. January.

  • Hansen, G. S., & Hill, C. W. L. (1991). Are institutional investors myopic? A time-series study of four technology-driven industries. Strategic Management Journal, 12, 1–16.

    Article  Google Scholar 

  • He, Z., & Wong, P. (2004). Exploration vs exploitation: An empirical test of the ambidexterity hypothesis. Organization Science, 15(4).

    Google Scholar 

  • Herbig, P. A., & Day, R. L. (1995). Putting technological innovation into a historical perspective: A quest for better understanding and implementation of the innovation process. In M. W. Lawless & L. R. Gomez-Mejia (Eds.), Advances in global high—technology management (Vol. 5, pt. A). USA: Jay Press.

    Google Scholar 

  • Holmqvist, M. (2004). Experiential learning processes of exploitation and exploration within and between organizations: An empirical study of product development. Organization Science, 15(1).

    Google Scholar 

  • Hyland, P., & Boer, H. (2006). A continuous innovation framework: some thoughts for consideration. Proceedings of the 7th international CINet conference—CI and sustainability: Designing the road ahead (pp. 389–400). The Netherlands: Continuous Innovation Network.

    Google Scholar 

  • Katila, R., & Ahuja, G. (2002). Something old, something new: A longitudinal study of search behaviour and new product introduction. Academy Management Journal, 45.

    Google Scholar 

  • Kim, H. W., & Kankanhalli, A. (2009). Investigating user resistance to information systems implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567–582.

    Google Scholar 

  • Kling, R., & Courtright, C. (2006). Group behavior and learning in electronic forums: A sociotechnical approach. The Information Society: An International Journal, 19(3), 221–235.

    Article  Google Scholar 

  • Knight, K. E. (1967). A descriptive model of intra- firm innovation process. Journal of Business, 40(4).

    Google Scholar 

  • Kern, T., & Willcocks, L. P. (2001). The relationship advantage. Oxford University Press, New York.

    Google Scholar 

  • Luftman, J. (2003). Assessing it/business alignment. Information Systems Management, 20(4), 9–15.

    Article  Google Scholar 

  • Luftman, J., & McLean, E. R. (2004). Key issues for IT executives. MIS Quarterly Executive, 3(2), 89–104.

    Google Scholar 

  • Mansfield, E. (1963). Size of firm, market structure and innovation. Journal of Political Economy, XLI, December.

    Google Scholar 

  • Marabelli, M., Frigerio, C., & Rajola, F. (2012). Ambidexterity in service organizations: Reference models from the banking industry. Industry and Innovation, 19(2), 109–126.

    Article  Google Scholar 

  • March, J. G. (1991). Exploration and exploitation in organizational learning. Organization Science, 2(1).

    Google Scholar 

  • Mezias, S. J., & Glynn, M. A. (1993). The three faces of corporate renewal: Institution, revolution and evolution. Strategic Management Journal, 14.

    Google Scholar 

  • Mintzberg, H., & Waters, J. A. (1985). Of strategies deliberate and emergent. Strategic Management Journal, 6, 257–272.

    Article  Google Scholar 

  • Orlikowski, W. J. (1996). Improvising organizational transformation over time: A situated change perspective. Information Systems Research, 7(1).

    Google Scholar 

  • Porter, M. E., & Millar, V. E. (1985). How information gives you competitive advantages. Harvard Business Review, 63.

    Google Scholar 

  • Robertson, T. S. (1967). The process of innovation and the diffusion of innovation. Journal of Marketing, 31(1).

    Google Scholar 

  • Rogers, E. M., & Shoemaker, F. F. (1971). Communication of innovation: A cross—cultural approach. New York: The Free Press.

    Google Scholar 

  • Teece, D. J. (1998). Design issues for innovative firms: Bureaucracy, incentives and industrial structure. In A. D. Chandler et al. (Eds.), The dynamic firm. Oxford: Oxford University Press.

    Google Scholar 

  • Tourish, D., & Pinnington, A. (2002). Transformational leadership, corporate cultism and the spirituality paradigm: An unholy trinity in the workplace? Human Relations, 55(2).

    Google Scholar 

  • Tushman, M., & Nadler, D. (1986). Organizing for innovation. California Management Review, 28(3). Spring.

    Google Scholar 

  • Tushman, M., & O’Reilly, C. (1996). Ambidextrous organizations: Managing evolutionary and revolutionary change. California Management Review, 30(4).

    Google Scholar 

  • Tytler, R., Symington, D., Smith, C., & Rodrigues, S. (2008). An innovation framework based on best practice exemplars from the Australian School Innovation in Science, Technology and Mathematics (ASISTM) project. Canberra: Dept. of Education, Employment and Workplace Relations.

    Google Scholar 

  • Wainwright, D. W., & Waring, T. S. (2007). The application and adaptation of a diffusion of innovation framework for information systems research in NHS general medical practice. Journal of Information Technology, 22, 44–58.

    Article  Google Scholar 

  • Weick, K. E. (1969). The social psychology of organizing. Reading: Addison-Wesley.

    Google Scholar 

  • Woorward, S., & Hendry, C. (2004). Leading and coping with change. Journal of Change Management, 4(2).

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Faculty of Economics and Management CeTIF - Research Center on Innovation and Financial Institutions, Università Cattolica del Sacro Cuore, Milano, Italy

    Federico Rajola

Authors
  1. Federico Rajola
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

Copyright information

© 2013 Springer-Verlag Berlin Heidelberg

About this chapter

Cite this chapter

Rajola, F. (2013). IT is Business: Some Emerging Reflections and IT Governance of CRM Projects. In: Customer Relationship Management in the Financial Industry. Management for Professionals. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-35554-7_2

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-35554-7_2

  • Published:

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-35553-0

  • Online ISBN: 978-3-642-35554-7

  • eBook Packages: Business and EconomicsEconomics and Finance (R0)

Publish with us

Policies and ethics

Search

Navigation