TY - JOUR
T1 - A quality-distinction model of IT capabilities
T2 - Conceptualization and two-stage empirical validation using CMMi processes
AU - Kishore, Rajiv
AU - Swinarski, Matthew E.
AU - Jackson, Eric
AU - Rao, H. Raghav
N1 - Funding Information:
Manuscript received September 9, 2009; revised April 19, 2011, May 6, 2010, and July 1, 2011; accepted July 16, 2011. Date of publication October 3, 2011; date of current version July 13, 2012. This work was supported by the National Science Foundation under Grant 9907325 and Grant 0916612 and by the World Class University Program funded by the Ministry of Education, Science, and Technology through the National Research Foundation of Korea under Grant R31-20002. R. Kishore and M. E. Swinarski contributed equally to this paper and their names are listed in the alphabetical order. Review of this manuscript was arranged by Department Editor B. C. Y. Tan.
PY - 2012
Y1 - 2012
N2 - In this paper, we develop a model of information technology (IT) service provider capabilities termed the quality distinction (QD) model that is theoretically rooted in the resource-based view and quality management literatures, and operationalized using the widely used capability maturity model (CMM) framework. The QD model is theorized to consist of one dynamic capability (i.e., process adaptation capability) and three operational capabilities (i.e., life cycle, prevention quality, and appraisal quality capabilities). These four capabilities are initially operationalized using definitions of the 22 processes in the CMM integration framework. A panel of experts is used to assign the 22 processes to the four capabilities in the QD model. Rigorous scale-refinement procedures are used and 15 CMM processes are retained as a result. Survey data collected from IT service providers are, then, used to compare the theorized QD model with the staged and continuous models in the CMM framework. Results from a covariance-based structural equation modeling analysis provide good support to the hypothesis that the QD model is superior to the two CMM models (the staged and continuous representations), with the theorized model showing high fit indices and high psychometric properties. Results also provide support for the hypothesis that processes should be operationalized as routines with a combination of both ostensive and performative aspects.
AB - In this paper, we develop a model of information technology (IT) service provider capabilities termed the quality distinction (QD) model that is theoretically rooted in the resource-based view and quality management literatures, and operationalized using the widely used capability maturity model (CMM) framework. The QD model is theorized to consist of one dynamic capability (i.e., process adaptation capability) and three operational capabilities (i.e., life cycle, prevention quality, and appraisal quality capabilities). These four capabilities are initially operationalized using definitions of the 22 processes in the CMM integration framework. A panel of experts is used to assign the 22 processes to the four capabilities in the QD model. Rigorous scale-refinement procedures are used and 15 CMM processes are retained as a result. Survey data collected from IT service providers are, then, used to compare the theorized QD model with the staged and continuous models in the CMM framework. Results from a covariance-based structural equation modeling analysis provide good support to the hypothesis that the QD model is superior to the two CMM models (the staged and continuous representations), with the theorized model showing high fit indices and high psychometric properties. Results also provide support for the hypothesis that processes should be operationalized as routines with a combination of both ostensive and performative aspects.
UR - http://www.scopus.com/inward/record.url?scp=84864153822&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84864153822&partnerID=8YFLogxK
U2 - 10.1109/TEM.2011.2165287
DO - 10.1109/TEM.2011.2165287
M3 - Article
AN - SCOPUS:84864153822
SN - 0018-9391
VL - 59
SP - 457
EP - 469
JO - IEEE Transactions on Engineering Management
JF - IEEE Transactions on Engineering Management
IS - 3
M1 - 6032086
ER -