IT practices, intellectual capital and organizational performance

Previous studies have demonstrated that utilization of information technology (IT) in company operations has the potential to significantly augment a company's performance. Knowledge, too, as a key performance driver has been brought to the fore in recent discussions, has been suggested to bring an additional explanation of the role of IT in boosting performance. This paper combines these perspectives so as to address the question of how intellectual capital impacts customer value (as a specific type of organizational performance) directly or as moderated by IT practices the organization employs. We also investigate how customer value affects market performance. The research model is based on survey data collected from a cross-industrial sample of companies with at least 100 employees in Serbia. The data is analyzed by structural equation modeling with the partial least squares technique (PLS) to examine hypotheses concerning key causalities between the study variables. The resu...