The role of Information Technology in service innovation in the two different quadrants of the service-process matrix
by Adnan Ozyilmaz, Daniel Berg
International Journal of Services Technology and Management (IJSTM), Vol. 11, No. 3, 2009

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.

Online publication date: Wed, 25-Mar-2009

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