Utilization of business technologies: Managing relationship-based benefits for buying and supplying firms

Nam Woon Kim, Jae H. Pae, Jin K. Han, Rajendra K. Srivastava

Research output: Journal article publicationJournal articleAcademic researchpeer-review

17 Citations (Scopus)


There is increasing evidence to suggest that organizations often fail to fully capitalize on the purchased business technologies due to their failure to utilize the new procurement throughout their corporate system. To this end, this study sets out to identify the factors that play a tangible role in facilitating the utilization of procured business technologies. In this context, we not only examine the direct effects of technology and organizational culture on utilization, but also assess the moderating effects of user environments and supplier service orientation on these direct relationships. More importantly, we focus on the impact of utilization in creating the relationship-based benefits for both the technology user and supplier. Using data on purchase and use of customer relationship management (CRM) system, we empirically validate that the user firm's corporate culture, perceived technology attributes, environmental turbulence, and the supplying firm's service orientation are critical in increasing the utilization level of business technologies, which in turn helps to create/sustain relationship-based advantages for both parties.
Original languageEnglish
Pages (from-to)473-484
Number of pages12
JournalIndustrial Marketing Management
Issue number3
Publication statusPublished - 1 Apr 2010


  • Relationship-based benefits
  • Technological orientation
  • Technology attributes
  • Technology utilization

ASJC Scopus subject areas

  • Marketing

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