Article

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

IJSTM 01/2009; 11:247-271. DOI: 10.1504/IJSTM.2009.024092
Source: DBLP

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.

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