Investments in Information Technology (IT) seem to go without saying.
IT is said to enhance organizational capabilities, resulting in improved
product quality and variety, increased customer satisfaction, open up
new business opportunities and markets and hence contributing to
sales increases, to name only a few expectations that arise from IT
investments. But at the same time executives cannot specify these
benefits or do not know how to quantify them. Improvements,
enabled by IT, are often not reflected in improved financial performance
or productivity growth, although research and practice...