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ICT as a catalyst for service business orientation
Linköping University, Department of Management and Engineering, Industrial Marketing and Industrial Economics . Linköping University, The Institute of Technology.ORCID iD: 0000-0002-4081-9737
Linköping University, Department of Management and Engineering, Industrial Marketing and Industrial Economics . Linköping University, The Institute of Technology.
Institute of Technology Management, University of St Gallen, Switzerland.
2010 (English)In: / [ed] Thomas Brashear,  San Juan, Puerto Rico, 2010Conference paper, Published paper (Refereed)
Abstract [en]

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.
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:liu:diva-53162OAI: oai:DiVA.org:liu-53162DiVA: diva2:287130
Conference
16th CBIM Annual Academic Workshop
Available from: 2010-01-17 Created: 2010-01-17 Last updated: 2014-04-14

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Kowalkowski, ChristianKindström, Daniel

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