The role of information technology in service innovation in the two different quadrants of the service-process matrix

International Journal of Services, Technology and Management

Volumn 11, Issue 3, 2009, Pages 247-271

  Ozyilmaz, Adnan ^a   Berg, Daniel ^b  

^a MUSTAFA KEMAL UNIVERSITY   (Turkey)

^b RENSSELAER POLYTECHNIC INSTITUTE   (United States)

Author keywords

Information technology; Innovation; IT; Service

Indexed keywords

INFORMATION TECHNOLOGY; MANAGEMENT; MARKETING;

DIFFERENTIATING SERVICES; SERVICE; SERVICE INNOVATION; SERVICE PROCESS MATRIXES;

EFFICIENCY;

EID: 64549158103     PISSN: 14606720     EISSN: 1741525X     Source Type: Journal    
DOI: 10.1504/IJSTM.2009.024092     Document Type: Article

References (35)

1. Bitran, G.R. and Lojo, M. (1993) 'A framework for analyzing service operations', European Management Journal, Vol. 11, No. 3, pp.271-282.
2. Blau, P.M. and Scott, W.R. (1962) Formal Organizations, Chandler Publishing, San Francisco, CA.
3. Chandra, R., Knickrehm, M. and Miller, A. (1995) 'Healthcare's IT mistake', McKinsey Quarterly, Vol. 3, pp.90-100.
4. Chase, R.B. (1978) 'Where does the customer fit in a service operation?', Harvard Business Review, Vol. 56, No. 6, pp. 137-142.
5. Chase, R.B. (1981) 'The customer contact approach to services: theoretical bases and practical extensions', Operations Research, Vol. 29, No. 4, pp.698-706.
6. Chase, R.B. and Hayes, R.H. (1991) 'Beefing up operations in service firms', Sloan Management Review, Vol. 33, No. 1, pp. 15-26.
7. Collier, D.A. and Meyer, S.M. (1998) 'A service positioning matrix', wInternational Journal of Operations and Production Management, Vol. 18, No. 12, pp. 1223-1244.
8. Eisenhardt, K. (1989) 'Building theories from case study research', Academy of Management Review, Vol. 14, No. 4, pp.532-550.
9. Fitzsimmons, J.A. and Fitzsimmons, M.J. (2004) Service Management: Operations, Strategy, and Information Technology, McGraw-Hill, NY.
10. Gart, A. (1992) 'How technology is changing banking', Journal of Retail Banking, Vol. 18, No. 1, pp.35-43.
11. Gutek, B.A., Groth, M. and Cherry, B. (2002) 'Achieving service success through relationships and enhanced encounters', Academy of Management Executive, Vol. 16, No. 4, pp. 132-144.
12. Kellog, D.L. and Nie, W. (1995) 'A framework for strategic service management', Journal of Operations Management, Vol. 13, No. 4, pp.323-337.
13. Lovelock, C.H. (1983) 'Classifying services to gain strategic marketing insights', Journal of Marketing, Vol. 47, No. 3, pp.9-20.
14. Lovelock, C.H. and Yip, G.S. (1996) 'Developing global strategies for service business', California Management Review, Vol. 38, No. 2, pp.64-86.
15. Maister, D.H. and Lovelock, C.H. (1982) 'Managing facilitator services', Sloan Management Review, Vol. 23, No. 4, pp. 19-31.
16. Mathieu, V. (2001) 'Service strategies within the manufacturing sector: benefits, costs and partnership', International Journal of Service Industry Management, Vol. 12, No. 5, pp.451-475.
17. Mersha, T. (1990) 'Enhancing the customer contact model', Journal of Operations Management, Vol. 9, No. 3, pp.391-405.
18. Mills, P.K. and Margulies, N. (1980) 'Toward a core typology of service organizations', Academy of Management Review, Vol. 5, No. 2, pp.255-265.
19. Morone, J. and Berg, D. (1993) 'Management of technological innovation in the service sector: practices in the banking industry', The Journal of High Technolog}' Management Research, Vol. 4, No. l, pp.123-137.
20. Mulligan, P. (1999) 'Differentiating service tasks for it applications: an exploratory analysis in financial services industry', International Journal of Service Industry Management, Vol. 10, No. 2, pp. 190-210.
21. Ozyilmaz, A. and Berg, D. (2004) 'Auditing entrepreneurial service innovations', International Journal of Services Technology and Management, Vol. 5, No. 4, pp.394-429.
22. Polito, T. and Watson, K. (2004) 'The content continuum: extending the Hayes and Wheelwright process-product diagonal to facilitate improvement of services', Journal of American Academy of Business, Vol. 4, Nos. 1-2, pp.406-412.
23. Porter, M.E. (1985) Competitive Advantage: Creating and Sustaining Superior Performance, The Free Press, New York.
24. Schmenner, R.W. (1986) 'How can service business survive and prosper?', Sloan Management Review, Vol. 27, No. 3, pp.21-32.
25. Schmenner, R.W. (2004) 'Service businesses and productivity', Decision Sciences, Vol. 35, No. 3, pp.333-347.
26. Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992) 'Towards a classification of service processes', International Journal of Service Industry Management, Vol. 3, No. 3, pp.62-75.
27. Stuart, F.I. and Tax, S. (2004) 'Toward an integrative approach to designing service experiences: lessons learned from the theatre', Journal of Operations Management, Vol. 22, No. 6, pp.609-627.
28. Stuart, F.I., McCutcheon, D.M., Handfield, R., McLaughlin, R. and Sampson, D. (2002) 'Conducting successful case research: a process perspective', Journal of Operations Management, Vol. 20, No. 5, pp.419-133.
29. Sundbo, J. (1997) 'Management of innovation in services', The Service Industries Journal, Vol. 17, No. 3, pp.432-455.
30. Thomas, D.R. (1976) 'Strategy is different in service businesses', Harvard Business Review, Vol. 56, No. 4, pp. 158-165.
31. Tien, J.M. and Berg, D. (2003) 'A case for service systems engineering', Journal of Systems Science and Systems Engineering, Vol. 12, No. 1, pp.13-38.
32. Tinnila, M. and Vepsalainen, A.P.J. (1995) 'A model for strategic repositioning of service processes', International Journal of Service Industry Management, Vol. 6, No. 4, pp.57-80.
33. Verma, R. (2000) 'An empirical analysis of management challenges in service factories, service shops, mass services and professional services', International Journal of Service Industry Management, Vol. 11, No. 1, pp.8-25.
34. Wemmerlöv, U. (1990) 'A taxonomy for service processes and its implications for system design', International Journal of Service Industry Management, Vol. 1, No. 3, pp.20-40.
35. Yin, R.K. (1994) Case Study Research: Design and Methods, 2nd ed., Sage Publications, Newbury Park, CA.