The role of information technology in service innovation in the two different quadrants of the service-process matrix

Adnan Ozyilmaz, Daniel Berg

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

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.

Original languageEnglish (US)
Pages (from-to)247-271
Number of pages25
JournalInternational Journal of Services, Technology and Management
Volume11
Issue number3
DOIs
StatePublished - Mar 1 2009
Externally publishedYes

Keywords

  • Information technology
  • Innovation
  • IT
  • Service

ASJC Scopus subject areas

  • Marketing
  • Strategy and Management
  • Computer Science Applications
  • Engineering(all)

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