Working Paper rkfsbopfqv lc jf`efd^k Effect of Information Technology Investments on Customer Satisfaction: Theory and Evidence Sunil Mithas Stephen M. Ross School of Business at the University of Michigan M. S. Krishnan Stephen M. Ross School of Business at the University of Michigan Claes Fornell Stephen M. Ross School of Business at the University of Michigan Ross School of Business Working Paper Series Working Paper No. 971 June 2005 This paper can be downloaded without charge from the Social Sciences Research Network Electronic Paper Collection: http://ssrn.com/abstract=901643