Discussion and conclusions
The study sought to establish how the form and level of use of information technology can contribute to the performance of the marketing function and support the competitive strategy of service firms in both domestic and international markets. A survey of Korean service firms was conducted to gather information to test six hypotheses concerning the form and level of information technology and its effect on marketing performance.
An interesting finding regarding the level and form of information technology use in service firms can be observed when comparing the scores on particular questions in Tables I and II. For example, observe the relatively high score of 3.05 in Table I for the question ``building customer database'' with the relatively low score of 2.15 in Table II for the question ``database marketing.''
This finding suggests that the information investment in customer databases are not fully utilized by the firms surveyed. This represents one illustration whereby Korean service firms could benefit from more diverse use of information technology. Adopting diverse forms of information technology use in service industries should improve marketing and overall company performance and increase competitiveness.
The regression analysis found consistent evidence that use of information technology in three areas (administration and problem solving, customer
management, and marketing analysis and implementation) resulted in enhanced marketing performance as measured by marketing competitiveness, activities, and efficiency. The study has thus dispelled the argument that benefits of information technology investment cannot be identified.
Our repeated finding that ``Networking'' was not significant with marketing performance is consistent with the argument that a lag exists between the time of IT adoption and realization of full benefits. As reported by Bank (1998),
Windows NT, introduced in 1993, was still overcoming early technical shortcomings and was not ready for corporate desktops in high volume.
Although NT is able to run most Windows 95 and 98 programs, it is not compatible with older DOS software, making it difficult for customers to adopt.
However, Windows NT does offer many connectivity benefits: (1) improved reliability, security, and performance; (2) improved management features for network administrators and; (3) InteliMirror feature to replicated data for
mobile users. When Microsoft achieves its goal of shedding the lingering traces of the original MS-DOS operating system and moves users to the more modern foundation of Windows NT the promise of full connectivity will be achieved.
Discussion and conclusions
The study sought to establish how the form and level of use of information technology can contribute to the performance of the marketing function and support the competitive strategy of service firms in both domestic and international markets. A survey of Korean service firms was conducted to gather information to test six hypotheses concerning the form and level of information technology and its effect on marketing performance.
An interesting finding regarding the level and form of information technology use in service firms can be observed when comparing the scores on particular questions in Tables I and II. For example, observe the relatively high score of 3.05 in Table I for the question ``building customer database'' with the relatively low score of 2.15 in Table II for the question ``database marketing.''
This finding suggests that the information investment in customer databases are not fully utilized by the firms surveyed. This represents one illustration whereby Korean service firms could benefit from more diverse use of information technology. Adopting diverse forms of information technology use in service industries should improve marketing and overall company performance and increase competitiveness.
The regression analysis found consistent evidence that use of information technology in three areas (administration and problem solving, customer
management, and marketing analysis and implementation) resulted in enhanced marketing performance as measured by marketing competitiveness, activities, and efficiency. The study has thus dispelled the argument that benefits of information technology investment cannot be identified.
Our repeated finding that ``Networking'' was not significant with marketing performance is consistent with the argument that a lag exists between the time of IT adoption and realization of full benefits. As reported by Bank (1998),
Windows NT, introduced in 1993, was still overcoming early technical shortcomings and was not ready for corporate desktops in high volume.
Although NT is able to run most Windows 95 and 98 programs, it is not compatible with older DOS software, making it difficult for customers to adopt.
However, Windows NT does offer many connectivity benefits: (1) improved reliability, security, and performance; (2) improved management features for network administrators and; (3) InteliMirror feature to replicated data for
mobile users. When Microsoft achieves its goal of shedding the lingering traces of the original MS-DOS operating system and moves users to the more modern foundation of Windows NT the promise of full connectivity will be achieved.
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