Effectiveness of IT Service Management Capability: Value Co-Creation and Value Facilitation Mechanisms

2019 | Journal of Management Information Systems | Citations: 0

Authors: Winkler, Till J.; Wulf, Jochen

Abstract: Information technology service management (ITSM) has become the prevalent manage ... Expand

Abstract: Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a servicedominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by ISbusiness alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships. Collapse

Topics: IS effectiveness IT alignment participatory design value creation digital innovation

Methods: design methodology survey survey design cross sectional research descriptive statistic

Theories: service-dominant logic

How Do Enterprise Resource Planning Systems Affect Firm Risk? Post-Implementation Impact

2015 | Management Information Systems Quarterly | Citations: 0

Authors: Tian, Feng; Sean Xin Xu

Abstract: Managing firm risk, or firm performance volatility, is a key task for contempora ... Expand

Abstract: Managing firm risk, or firm performance volatility, is a key task for contemporary firms. Although information technology (IT) has been generally viewed as an effective information processing tool that enables firms to better cope with uncertainty, thus holding the potential to mitigate firm performance volatility, evidence to support this view is lacking in the literature. We theorize that enterprise resource planning (ERP) systems, a major type of enterprise IT applications, can help reduce firm risk and, in particular, we argue that, to uncover the risk reduction effect of ERP systems, a research focus on the post-implementation stage is needed. Based on a sample of 2,127 firm-year observations, we found that ERP systems in the post-implementation stage were associated with reduced firm risk, and that the risk reduction effect was stronger for ERP systems with a greater scope of functional and operational modules, especially functional modules. We further found that, on average, the risk reduction effect of ERP systems became greater when firms’ operating environments feature higher uncertainty, while the risk reduction associated with fully deploying ERP system modules seem to level off as environmental uncertainty increases. These findings extend our understanding of the business value of ERP systems by shedding light on the risk reduction benefit of ERP systems. Collapse

Topics: enterprise resource planning environmental uncertainty IS impact organizational value organizational productivity

Methods: robustness check event study longitudinal research descriptive statistic theory development

So Close and Yet So Far: Information Technology and the Spatial Distribution of Customer Service

2003 | International Conference on Information Systems | Citations: 3

Authors: Fitoussi, David

Abstract: Where should firms locate? As communication technologies spread across city, reg ... Expand

Abstract: Where should firms locate? As communication technologies spread across city, region,and country boundaries, and communication channels multiply, many firms can potentially relocate some of their activities to regions with lower costs. While manufacturing has long been globalizing, IT is enabling a new wave focused on services. Spatial relocation is attractive to companies faced with the incessant pressure to control costs and information technologies can help firms transcend location boundaries. But these same technologies may also confer renewed importance to local assets that are hard to replicate in remote locations. Collapse

Topics: internet technology customer service information system use communication service infrastructure willingness to pay

Methods: conjoint analysis simulation computational algorithm descriptive statistic theory development