The role of Information Technology in service innovation in the two different quadrants of the service-process matrix
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Tarih
2009
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Inderscience Enterprises Ltd
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
This study's objective was to explore the role of Information Technology (IT) in service innovation in the two different quadrants of the service-process matrix, mass service and service shop. This study's findings illustrate that IT afford a major opportunity for differentiating- and efficiency-increasing service innovations for service organisations in the mass service quadrant of the service-process matrix, and a major opportunity for differentiating or customising service innovations in the service shop quadrant of the matrix. However, IT provides more opportunity for differentiating-service innovations than efficiency-increasing service innovations in the service shop quadrant of the matrix.
Açıklama
Anahtar Kelimeler
IT, information technology, innovation, service
Kaynak
International Journal of Services Technology and Management
WoS Q Değeri
N/A
Scopus Q Değeri
Q3
Cilt
11
Sayı
3
