ICT as a catalyst for service business orientation
2010 (English)In: / [ed] Thomas Brashear, San Juan, Puerto Rico, 2010Conference paper (Refereed)
Information and communication technology (ICT) is a key enabler for different types of new industrial services, thereby enhancing the firm’s competitive advantage. The article investigates how ICT can enable service innovation and in doing so act as a catalyst for a service business orientation.
Findings highlight the role ICT has for industrial service development. Three distinct types of service innovation are identified; internal process efficiency (IPE), services in support of the product (SSP), and services in support of the client’s actions (SSC). ICT-based innovations in SSC have the largest positive impact on firms’ service business orientation, followed by innovations in SSP.
To various extend, successful firms are likely to pursue all three service differentiation options through ICT to various degrees. The three options are interdependent and the framework presented helps managers to understand both key specificities and their interrelatedness.
Place, publisher, year, edition, pages
San Juan, Puerto Rico, 2010.
IdentifiersURN: urn:nbn:se:liu:diva-53162OAI: oai:DiVA.org:liu-53162DiVA: diva2:287130
16th CBIM Annual Academic Workshop