Information technology management and service performance management capabilities: an empirical study of the service supply chain management process

Purpose The dynamic capabilities view is invoked to hypothesize relationships among the service supply chain management (SSCM) process capabilities using the information technology management (ITM) process capability. This study argues that ITM will have an impact on the service performance management (SPM) process capability only when it works through mediators and demonstrates the impact by using the framework of SSCM process capabilities. Design/methodology/approach This study is based on a survey using quantitative data collection to empirically test the research framework. The proposed framework and hypotheses were tested using a mail-in survey of the service industry in Thailand. The statistical analysis of data acquired from the survey was performed using structural equation modeling. Findings The results support the existence of a mediating role for the ITM process affecting the SPM process. This study identifies the role of ITM and emphasizes the urgent need for firms to embed other mediating factors into their approaches to achieve SPM process goals in the service supply chain context. Research limitations/implications The study offers important implications to researchers as well as practitioners by highlighting the significance of mediating roles for ITM to achieve SPM process. Originality/value This research is among the initial attempts to argue the impact of ITM on SPM through mediators.