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.
"In order to seize these opportunities, one crucial condition for these firms is the " need to establish capabilities to manage their portfolio of resources, including information technologies (IT), as services for business processes " . The role of IT is especially critical as these technologies have quickly become one of the most important infrastructural elements of services firms   . Some authors go so far as to state that many service providers will need to implement " e-processes " in some form or other in order to survive . "
[Show abstract][Hide abstract] ABSTRACT: Information technologies (IT) have become one of the most important infrastructural elements for SMEs in service in-dustries. Now, these firms show specific characteristics and behaviours with regard to adopting and assimilating IT. These specificities have not been taken into account however in formulating a research framework or programme on the adoption and assimilation of IT in service SMEs. The present study thus seeks to fill this void. After reviewing the literature on IT in the services sector, the antecedents of IT adoption and assimilation in the context of service SMEs are identified and integrated within a research framework. This framework is then applied to generate a set of twenty-two salient propositions for future research on IT adoption and assimilation in service sector SMEs.
Journal of Service Science and Management 01/2011; 4(02):141-157. DOI:10.4236/jssm.2011.42018
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