{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,11,7]],"date-time":"2025-11-07T18:52:51Z","timestamp":1762541571914},"reference-count":40,"publisher":"Wiley","issue":"13","license":[{"start":{"date-parts":[[2006,9,12]],"date-time":"2006-09-12T00:00:00Z","timestamp":1158019200000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/onlinelibrary.wiley.com\/termsAndConditions#vor"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["J. Am. Soc. Inf. Sci."],"published-print":{"date-parts":[[2006,11]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>The resource\u2010based view suggests that organizations achieve and maintain competitive advantage through effective deployment of firm\u2010specific resources and capabilities. Because of volatile market conditions, researchers now focus on the development of dynamic capabilities that allow firms to react and create change in these dynamic environments. Despite the growing acceptance of the dynamic capabilities perspective in information systems research, the process of how organizations develop capabilities to influence the overall process of strategy formation and implementation in a dynamic and volatile environment (e.g., the information communication technology industry) is still underexplored. To address the knowledge gap, this article draws on an in\u2010depth case study of the capability development experience of a call center in strategic transformation from an in\u2010house customer service department to an outsourced customer service provider. We use Montealegre's (2002) process model of capability development as our analytical framework and extend it beyond the organizational perspective to include a project\u2010level (business unit) perspective. By adopting a dual\u2010level analysis, researchers and practitioners may obtain a more detailed and complete view of an organization's capability development, hence allaying criticism of the resource\u2010based view as a vague and tautological concept.<\/jats:p>","DOI":"10.1002\/asi.20384","type":"journal-article","created":{"date-parts":[[2006,9,12]],"date-time":"2006-09-12T16:23:07Z","timestamp":1158078187000},"page":"1814-1829","source":"Crossref","is-referenced-by-count":37,"title":["A dual\u2010level analysis of the capability development process: A case study of TT&amp;T"],"prefix":"10.1002","volume":"57","author":[{"given":"Shan","family":"Pan","sequence":"first","affiliation":[]},{"given":"Gary","family":"Pan","sequence":"additional","affiliation":[]},{"given":"Ming H.","family":"Hsieh","sequence":"additional","affiliation":[]}],"member":"311","published-online":{"date-parts":[[2006,9,12]]},"reference":[{"key":"e_1_2_9_2_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0378-7206(03)00087-9"},{"key":"e_1_2_9_3_1","doi-asserted-by":"publisher","DOI":"10.1002\/smj.4250140105"},{"key":"e_1_2_9_4_1","doi-asserted-by":"publisher","DOI":"10.1108\/09604520210434857"},{"key":"e_1_2_9_5_1","doi-asserted-by":"publisher","DOI":"10.1177\/014920639101700108"},{"key":"e_1_2_9_6_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1748-8583.2002.tb00075.x"},{"key":"e_1_2_9_7_1","first-page":"53","volume-title":"Doing research in organizations","author":"Buchanan D.","year":"1994"},{"key":"e_1_2_9_8_1","first-page":"650","article-title":"Outsourcing backlash","author":"Caldwell B.","year":"1997","journal-title":"Information Week"},{"issue":"2","key":"e_1_2_9_9_1","first-page":"69","article-title":"A new strategy framework for coping with turbulence","volume":"38","author":"Chakravarthy B.","year":"1997","journal-title":"Sloan Management Review"},{"key":"e_1_2_9_10_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800404"},{"key":"e_1_2_9_11_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1748-8583.2002.tb00074.x"},{"key":"e_1_2_9_12_1","first-page":"1","article-title":"Introduction: The nature and dynamics of organizational capabilities","author":"Dosi G.","year":"2000","journal-title":"Nature & Dynamics of Organizational Capabilities"},{"key":"e_1_2_9_13_1","doi-asserted-by":"publisher","DOI":"10.2307\/258557"},{"key":"e_1_2_9_14_1","doi-asserted-by":"publisher","DOI":"10.1002\/1097-0266(200010\/11)21:10\/11<1105::AID-SMJ133>3.0.CO;2-E"},{"key":"e_1_2_9_15_1","doi-asserted-by":"publisher","DOI":"10.2307\/3556620"},{"key":"e_1_2_9_16_1","doi-asserted-by":"publisher","DOI":"10.1287\/msom.5.2.79.16071"},{"key":"e_1_2_9_17_1","doi-asserted-by":"publisher","DOI":"10.1108\/09604520110391315"},{"key":"e_1_2_9_18_1","doi-asserted-by":"publisher","DOI":"10.2307\/41166664"},{"key":"e_1_2_9_19_1","doi-asserted-by":"publisher","DOI":"10.1111\/1468-0440.00213"},{"key":"e_1_2_9_20_1","volume-title":"Competing for the future","author":"Hamel G.","year":"1994"},{"key":"e_1_2_9_21_1","doi-asserted-by":"publisher","DOI":"10.1002\/smj.332"},{"key":"e_1_2_9_22_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.9.4.342"},{"key":"e_1_2_9_23_1","doi-asserted-by":"publisher","DOI":"10.2307\/249410"},{"key":"e_1_2_9_24_1","doi-asserted-by":"publisher","DOI":"10.2307\/259349"},{"key":"e_1_2_9_25_1","doi-asserted-by":"publisher","DOI":"10.1142\/S1363919601000427"},{"key":"e_1_2_9_26_1","volume-title":"Qualitative data analysis: A sourcebook of new methods","author":"Miles M.","year":"1994"},{"key":"e_1_2_9_27_1","doi-asserted-by":"publisher","DOI":"10.2307\/41166131"},{"key":"e_1_2_9_28_1","doi-asserted-by":"publisher","DOI":"10.1287\/orsc.13.5.514.7808"},{"key":"e_1_2_9_29_1","doi-asserted-by":"publisher","DOI":"10.1287\/orsc.5.1.14"},{"key":"e_1_2_9_30_1","doi-asserted-by":"publisher","DOI":"10.2307\/259350"},{"key":"e_1_2_9_31_1","doi-asserted-by":"publisher","DOI":"10.1002\/smj.4250130903"},{"issue":"3","key":"e_1_2_9_32_1","first-page":"79","article-title":"The core competence of the corporation","volume":"68","author":"Prahalad C.K.","year":"1990","journal-title":"Harvard Business Review"},{"key":"e_1_2_9_33_1","doi-asserted-by":"publisher","DOI":"10.1002\/1097-0266(200010\/11)21:10\/11<1043::AID-SMJ137>3.0.CO;2-7"},{"key":"e_1_2_9_34_1","doi-asserted-by":"crossref","unstructured":"TanC.W. Lim E.T.K. PanS.\u2010L. &ChanM.\u2010L.(2004 July).Enterprise system as an orchestrator for dynamic capability development: A case study of the IRAS and TechCo. 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