Title: Antecedents of Indian information technology service organisations moving up the value chain: a mediation model

Authors: B. Mahendramohan; G. Kannabiran; P. Sridevi

Addresses: Department of Management Studies, National Institute of Technology, Tiruchirappalli, 620015, India ' Department of Management Studies, National Institute of Technology, Tiruchirappalli, 620015, India ' Department of Management Studies, National Institute of Technology, Tiruchirappalli, 620015, India

Abstract: Automation and competition are challenging the Indian information technology (IT) service organisations. Significant portions of the revenue earned by Indian IT service organisations come from the low end of the value chain. Technologies such as artificial intelligence (AI) are expected to automate these low value-added services. Many other low-cost locations are emerging as competitors for the Indian IT industry. New technologies also offer scope for high-value services. This study proposes a theoretical model based on the resource-based view to understand the phenomenon of moving up the value chain in IT services. Data collected from 230 employees of Indian IT service organisations were analysed using structural equation modelling. The results show that the relationship management capability and the project management capability of the IT service organisation improve the quality of the service provided, which in turn enables the organisation to move up the value chain of IT services.

Keywords: relationship management; project management; service quality; moving-up value chain; information technology service; India.

DOI: 10.1504/IJBEX.2023.133496

International Journal of Business Excellence, 2023 Vol.30 No.4, pp.507 - 531

Received: 18 Jun 2020
Accepted: 05 Sep 2020
Published online: 18 Sep 2023 *

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