Management of Technological Innovation in Developing and Developed Countries 2012
DOI: 10.5772/37291
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The Impact of ICT on Productivity: The Moderating Role of Worker Quality and Quality Strategy

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Cited by 6 publications
(3 citation statements)
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References 54 publications
(56 reference statements)
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“…Some of the virtual banks include interactive banking systems that predict the needs of the customer and provides information to the customers beforehand. According to [23], "80 percent of the time customers use technology in accessing banking services, they confirm that they are satisfied with the explanation given by the automated system. If they aren't, they are immediately routed to an agent who has a complete transcript of the conversation and can provide the next level of service."…”
Section: Empirical Reviewmentioning
confidence: 92%
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“…Some of the virtual banks include interactive banking systems that predict the needs of the customer and provides information to the customers beforehand. According to [23], "80 percent of the time customers use technology in accessing banking services, they confirm that they are satisfied with the explanation given by the automated system. If they aren't, they are immediately routed to an agent who has a complete transcript of the conversation and can provide the next level of service."…”
Section: Empirical Reviewmentioning
confidence: 92%
“…If they aren't, they are immediately routed to an agent who has a complete transcript of the conversation and can provide the next level of service." Another advantage identified by [23] was that technology reduced the time spent by customer in resolving issues and complaints while customer service employees enjoy from reduced calls.…”
Section: Empirical Reviewmentioning
confidence: 99%
“…for Denmark show how it took two decades for ICT to become a major source of productivity growth, which indicates the long time span necessary for a general-purpose technology (GPT) to reach maturity and for the economic system to adapt to a new technology. In sum, despite this time adoption lag described by Gartner, GPT would be acting as an enabling mechanism for complementary innovations, the development of which leads to a transformation of the economic system, increasing the productivity of employees and improving the firm's internal and external processes(Laino, 2019).Additionally, in terms of the self-reinforcing relationship of invested ICT capital and productivity growth, authors also note the pivotal role of qualification and formative tasks of employees enabling an efficient (deep) use of the technology(Gargallo-Castel, 2012;Liao et al, 2016).Edquist (2017) also finds a temporal gap between the purchase of the ICT goods and productivity increase, pointing to a learning-by-doing adjustment period.Díaz-Chao et al (2015) writing about ICT and productivity growth in small firms in a SEM framework, suggest that public policies should promote ICT use, organizational change, and training of the staff to achieve their targets of increasing productivity.Do ICT's deep use increase hotel's staff productivity and guest satisfaction?PhD Thesis by Miguel Mayol -Tur3.-Theoretical Framework and Research Hypotheses…”
mentioning
confidence: 99%