Research

Research

Research Interests

Knowledge Management Systems

Strategic Use of Information Technologies

Customer Relationship Management

Business Value of IT

Current Research

I have been involved in several research issues using both empirical and analytical methods. The followings illustrate my current research, which has been focused on the enterprise-wide deployed applications such as CRM (Customer Relationship Management) and KMS (Knowledge Management Systems). Both areas are very attractive for IS research as the role of information systems are broadened to influence the entire organization beyond automating and accomplishing relatively simple tasks.

Knowledge Management Systems

We live in the era of knowledge. Knowledge is now viewed as an even more important production factor than traditional resources and is considered an important asset that creates sustainable competitive advantage against competitors. To effectively manage firms' knowledge assets with the aid of advanced technology, many companies have deployed knowledge management systems (KMS). The organizations with IT-enabled knowledge management face two fundamental questions: will the KMS really pay off, and if so, how can the organization assimilate the KMS better? To answer the questions, we initiated this project supported by Ace Grocery (Pseudonym), a grocery retail chain in Pennsylvania. This project is expected to result in the following (or more) empirical studies.
- "Assessing the Impact of Knowledge Use on Process Output and Quality" with Tridas Mukhopadhyay and Robert Kraut (Working Paper) [Abstract]
- "A Study of the KMS Impact on Individual Knowledge Worker Performance" with Tridas Mukhopadhyay and Robert Kraut (Working Paper) [Abstract]
- "An Empirical Study of the Use of Multiple Knowledge Management Systems" with Tridas Mukhopadhyay and Robert Kraut (Working Paper) [Abstract]
- "Assessing the Impact of Knowledge Management System Usage on Knowledge Workers' Commitment" with Tridas Mukhopadhyay and Robert Kraut (Under preparation for the second round data collection)
Customer Relationship Management

We study the referrals from physicians to a tertiary care system. Our focus in this project sponsored by a local health care system is what and how CRM efforts influence physicians' decisions to refer their patients to the health-care system. We also highlight the importance of human capital in implementing CRM in the health care environments.
- "An Empirical Analysis of CRM in the Health Care Industry" with Tridas Mukhopadhyay (first round data collection completed, under preliminary analysis)
We employed an analytical method to study what the optimal CRM implementation strategy is. We find the substitution effect by investments in two different types of CRM systems: targeting- and support-related CRM systems. We also examine why consumer surplus may either increase or decrease in both types of CRM systems.
- "Optimal CRM Implementation Strategy and its Implication on Consumers" with Tridas Mukhopadhyay (Under Review at Information Systems Research) [Abstract]