Title: The role of Information Technology in service innovation in the two different quadrants of the service-process matrix

Authors: Adnan Ozyilmaz, Daniel Berg

Addresses: Mustafa Kemal Universitesi, Tayfur Sokmen Kampusu, Iktisadi ve Idari Bilimler Fakultesi, Isletme Bolumu, Antakya-Hatay, Turkey. ' Decision Sciences and Engineering Systems, 5017 CII, Rensselaer Polytechnic Institute, 110 8th St., Troy, NY 12180-3590, USA

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.

Keywords: information technology; service innovation; mass service; service shops; service-process matrix.

DOI: 10.1504/IJSTM.2009.024092

International Journal of Services Technology and Management, 2009 Vol.11 No.3, pp.247 - 271

Published online: 25 Mar 2009 *

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