Abstract
Purpose: The paper aims to contribute to ongoing research which emphasises the expanding role of information systems and information technology (IS/IT) as an enhancer of service delivery. Design/methodology/approach: In order to explore the practical utilisation of IS/IT in the enhancement of service delivery, a case study was adopted as the preferred research methodology. The case focused on one of the biggest telecommunications IS/IT service providers in the UK. Findings: The study shows that the delivery of service experiences to customers by firms operating in service provider-intensive environments is challenged by the multi-dimensional nature of service. Practical implications - The interest lies in the question of the "true" role of IS/IT in service delivery. In particular, the paper explores key thematic elements that underlie enhanced IS/IT delivery. Originality/value: Exploration of the utilisation of IS/IT to enhance service delivery is framed within extant services science and service research literature.
| Original language | English |
|---|---|
| Pages (from-to) | 584-599 |
| Number of pages | 16 |
| Journal | Industrial Management and Data Systems |
| Volume | 112 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 20 Apr 2012 |
Keywords
- information systems/information technology
- service delivery
- service research
- service science
- telecommunication services
- united kingdom
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