The effect of information technology on learning in professional service organizations

This study examines the relationship between organizational experience and productivity in a professional service organization. The research addresses a gap in the existing literature with respect to organizational experience models in service organizations. Our findings confirm a significant, positive relationship between organizational experience and productivity. In addition, we investigate the effect of information technology on the relationship between organizational experience and productivity. The findings indicate that information technology which becomes a part of the production process is associated with productivity improvements, while information technology which merely documents or collects information is not. (C) 2001 Elsevier Science B.V. All rights reserved.