The Influence Of Information Technology On Industrial Services In The Manufacturing Industry - A Literature Review And Future Research Directions

In the last 40 years, industrial organizations have optimised their production processes through information technology (IT). Nowadays, manufacturing firms are confronted with shrinking margins, service-demanding customers, and increased competition that are associated with the structural shift from a product-dominant to a service-dominant economy. In order to answer the changed market conditions, those firms started to offer industrial product-service systems that refer to customer life cycle oriented combinations of products and services realised in an extended value-creation network. Since enterprise information systems (IS) are designed and optimised for production planning, a clear lack in functionality and integration for industrial services can be ascertained. In particular, the life cycle management for product-service systems is not adequately covered in current standard software solutions. Firms heavily rely on individual software instead. Due to the cross-disciplinary field of research, it is important to have an overview of the extant literature. Therefore, we present a structured literature review grounded in an established literature review framework. The results suggest that extant literature lacks depth in covering the specificity of industrial services in IT solutions supporting life cycle management. We propose further research in requirements engineering, IT architecture, IT infrastructure, IT governance, and sourcing.

[1]  Izak Benbasat,et al.  E-Commerce Product Recommendation Agents: Use, Characteristics, and Impact , 2007, MIS Q..

[2]  Steven L. Alter.  Viewing Systems as Services: A Fresh Approach in the IS Field , 2010, Commun. Assoc. Inf. Syst..

[3]  Roy F. Baumeister,et al.  Writing a literature review , 2013 .

[4]  Paul P. Maglio,et al.  Fundamentals of service science , 2008 .

[5]  Richard B. Chase,et al.  The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions , 1981, Oper. Res..

[6]  Richard T. Watson,et al.  Analyzing the Past to Prepare for the Future: Writing a Literature Review , 2002, MIS Q..

[7]  Klaus Turowski,et al.  Beschaffungsmanagement für hybride Leistungsbündel in Wertschöpfungsnetzwerken - Status Quo und Gestaltungsperspektiven , 2011, Wirtschaftsinformatik.

[8]  Steven L. Alter.  Metamodel for Service Design and Service Innovation: Integrating Service Activities, Service Systems, and Value Constellations , 2011, ICIS.

[9]  K. Haller.  Conducting A Literature Review , 1988, MCN. The American journal of maternal child nursing.

[10]  Garth Saloner,et al.  Digitized by the Internet Archive in 2011 with Funding from Adoption of Technologies Uith Network Effects: an Empirical Examination of the Adoption of Automated Teller Machines , 2022 .

[11]  Jan Marco Leimeister,et al.  Engineering knowledge-intense, personoriented services - a state of the art analysis , 2011, ECIS.

[12]  Rogelio Oliva,et al.  Managing the transition from products to services , 2003, International Journal of Service Industry Management.

[13]  Peter Loos,et al.  Product-Service Systems: Konstruktion und Anwendung einer Entwicklungsmethodik , 2008, Wirtschaftsinf..

[14]  Jan C. Aurich,et al.  Continuous improvement of industrial product-service systems , 2010 .

[15]  David Barnes,et al.  Enhancing Customer Service Operations in E-Business: The Emotional Dimension , 2005, J. Electron. Commer. Organ..

[16]  Ralf Knackstedt,et al.  Information Needs in Service Systems - A Framework for Integrating Service and Manufacturing Business Processes , 2011, 2011 44th Hawaii International Conference on System Sciences.

[17]  Patricia Carlson,et al.  A Review of MIS Research and Disciplinary Development , 1992, J. Manag. Inf. Syst..

[18]  Stephen L. Vargo,et al.  Service-dominant logic: continuing the evolution , 2008 .

[19]  Kenneth L. Kraemer,et al.  Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value , 2004, MIS Q..

[20]  A. Neely.  Exploring the financial consequences of the servitization of manufacturing , 2008 .

[21]  C. Jackson,et al.  Goods and services , 2019, Global Political Economy.

[22]  Richard Metters.  The Neglect of Service Science in the Operations Management Field , 2010 .

[23]  Scott E. Sampson,et al.  Foundations and Implications of a Proposed Unified Services Theory , 2006 .

[24]  Yee Mey Goh,et al.  Improving reuse of in‐service information capture and feedback , 2009 .

[25]  하헌국,et al.  Service Management -Operations Strategy, and Information Technology- A. Fitzsimmons & Mona J. Fitzsimmons 지음 McGraw-Hill Inc, 2001 , 2002 .

[26]  Toni M. Somers,et al.  Impact of Information Technology Management Practices on Customer Service , 2001, J. Manag. Inf. Syst..

[27]  Ajay K. Kohli,et al.  Rethinking Customer Solutions: From Product Bundles to Relational Processes , 2007 .

[28]  P. Maglio,et al.  The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co‐Creation of Value , 2008 .

[29]  Jan Marco Leimeister,et al.  Requirements Engineering for Product Service Systems , 2011, Bus. Inf. Syst. Eng..

[30]  R. Pieters,et al.  The Structural Influence of Marketing Journals: A Citation Analysis of the Discipline and its Subareas over Time , 2003 .

[31]  Prashant C. Palvia,et al.  EDI in strategic supply chain: impact on customer service , 2001, Int. J. Inf. Manag..

[32]  Oksana Mont,et al.  Clarifying the Concept of Product-Service System , 2002 .

[33]  Juhnyoung Lee.  Model-driven business transformation and the semantic web , 2005, CACM.

[34]  Alan R. Hevner,et al.  Design Science in Information Systems Research , 2004, MIS Q..

[35]  Ulrika H. Westergren.  Opening up innovation: the impact of contextual factors on the co-creation of IT-enabled value adding services within the manufacturing industry , 2011, Inf. Syst. E Bus. Manag..

[36]  C. Lovelock,et al.  Whither Services Marketing? , 2004 .

[37]  Jan vom Brocke,et al.  Service Portfolio Measurement: Evaluating Financial Performance of Service-Oriented Business Processes , 2007, Int. J. Web Serv. Res..

[38]  R. Torraco.  Writing Integrative Literature Reviews: Guidelines and Examples , 2005 .

[39]  Dongming Xu,et al.  A Systematic Framework of IT-Enabled Service Research towards Formulating Research Questions in IS Realm , 2010, PACIS.

[40]  James A. Fitzsimmons,et al.  Service Management: Operations, Strategy, and Information Technology , 1997 .

[41]  Karin Väyrynen,et al.  Software Business in Industrial Companies: Identifying Capabilities for Three Types of Software Business , 2010, ICIS.

[42]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[43]  Jörg Becker,et al.  The challenge of conceptual modeling for product–service systems: status-quo and perspectives for reference models and modeling languages , 2010, Inf. Syst. E Bus. Manag..

[44]  M. Sawhney,et al.  The 12 different ways for companies to innovate , 2012, IEEE Engineering Management Review.

[45]  Stefanie Paluch,et al.  Remote Service Satisfaction: An Initial Examination , 2011, ICIS.

[46]  Björn Niehaves,et al.  Reconstructing the giant: On the importance of rigour in documenting the literature search process , 2009, ECIS.

[47]  Daniel Beverungen,et al.  Mapping the Emerging Field of Service Science: Insights from a Citation Network and Cocitation Network Analysis , 2011, ICIS.

[48]  David L. Olson,et al.  IT-Enabled Services as Complex Adaptive Service Systems: A Co-Evolutionary View of Service Innovation , 2011, ICIS.

[49]  Tilo Böhmann,et al.  Understanding the impact of remote service technology on service business models in manufacturing: from improving after-sales services to building service ecosystems , 2011, ECIS.

[50]  A. Davies,et al.  Charting a path toward integrated solutions , 2006 .

[51]  Robert J. Kauffman,et al.  Service-oriented technology and management: Perspectives on research and practice for the coming decade , 2008, Electron. Commer. Res. Appl..

[52]  Michael Amberg,et al.  A Challenge Based Evaluation of Service Information Systems , 2008 .

[53]  Eric A. Marks,et al.  Service-Oriented Architecture: A Planning and Implementation Guide for Business and Technology , 2006 .

[54]  Jun Sun,et al.  Investigating Value Co-Creation in Innovation of IT-enabled Services: An Empirical Study of Mobile Data Services , 2011, ICIS.

[55]  Oliver Günther,et al.  IT Infrastructures in Manufacturing: Insights from Seven Case Studies , 2009, AMCIS.

[56]  Martin Campbell-Kelly,et al.  Development and Structure of the International Software Industry, 1950-1990 , 1995 .

[57]  E. Fleisch,et al.  Overcoming the Service Paradox in Manufacturing Companies , 2005 .

[58]  Leslie P. Willcocks,et al.  The ranking of top IS journals: a perspective from the London School of Economics , 2008, Eur. J. Inf. Syst..

[59]  Ralf Knackstedt,et al.  Entwicklung Serviceorientierter Architekturen zur Integration von Produktion und Dienstleistung – Eine Konzeptionsmethode und ihre Anwendung am Beispiel des Recyclings elektronischer Geräte , 2008, Wirtschaftsinf..

[60]  Gilles Neubert,et al.  A service science framework to enhance value creation in service innovation projects. An RFID case study , 2013 .

[61]  Vallabh Sambamurthy,et al.  Editorial Notes - The Growth of Interest in Services Management: Opportunities for Information Systems Scholars , 2006, Inf. Syst. Res..

[62]  Ben Light,et al.  ERP and best of breed: a comparative analysis , 2001, Bus. Process. Manag. J..

[63]  Robert J. Kauffman,et al.  An Interdisciplinary Perspective on IT Services Management and Service Science , 2010, J. Manag. Inf. Syst..

[64]  H. Cooper.  Organizing knowledge syntheses: A taxonomy of literature reviews , 1988 .

[65]  Laura Wynter,et al.  Revenue Management in Business Services , 2008 .

[66]  Kary Främling,et al.  Gathering Product Data from Smart Products , 2008, ICEIS.

[67]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[68]  Hubert Österle,et al.  Business in the Information Age: Heading for New Processes , 1995 .

[69]  Tom Butler,et al.  Service Co-Creation with the Customer: the Role of Information Systems , 2008, ECIS.

[70]  Josephine E. Olson,et al.  Top-25-Business-School Professors Rate Journals in Operations Management and Related Fields , 2005, Interfaces.

[71]  Graham Thompson,et al.  The design of functional (total care) products , 2004 .

[72]  Susanne Schmidt-Rauch,et al.  Putting value co-creation into practice: a case for advisory support , 2011, ECIS.

[73]  Peter Loos,et al.  Mobile Technologies for Efficient Service Processes: A Case Study in the German Machine and Plant Construction Industry , 2007, AMCIS.

[74]  Anita Wölfl,et al.  The Service Economy in OECD Countries , 2005 .

[75]  Nittaya Campbell,et al.  Improving The Writing Of Literature Reviews Through A Literature Integration Exercise , 2006 .

[76]  T. Meiren,et al.  Service engineering—methodical development of new service products , 2003 .

[77]  James C. Spohrer,et al.  Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References , 2009, Int. J. Inf. Syst. Serv. Sect..

[78]  Jan Holmström,et al.  The uses of tracking in operations management: Synthesis of a research program , 2010 .

[79]  Atreyi Kankanhalli,et al.  Contributing Knowledge to Electronic Knowledge Repositories: An Empirical Investigation , 2005, MIS Q..

[80]  Jan C. Aurich,et al.  Life cycle oriented design of technical Product-Service Systems , 2006 .

[81]  Product-related Services – Still Growing in Importance , 2003 .

[82]  Thompson S. H. Teo,et al.  An empirical study of the performance impact of computerization in the retail industry , 1998 .

[83]  Richard T. Watson,et al.  A Design Theory Approach to Building Strategic Network-Based Customer Service Systems , 2009, Decis. Sci..

[84]  Brenda L. Dietrich,et al.  Resource planning for business services , 2006, CACM.

[85]  Paul P. Maglio,et al.  Steps Toward a Science of Service Systems , 2007, Computer.

[86]  Gerold Riempp,et al.  Understanding the Economic Potential of Service-Oriented Architecture , 2010, J. Manag. Inf. Syst..

[87]  Klaus Turowski,et al.  Service-Oriented Information Systems Architectures In Supply Chain Management For Hybrid Value Bundles - A Structured Comparison , 2011, PACIS.

[88]  Sue Conger,et al.  An overview of IT service management , 2009, CACM.

[89]  Yair Levy,et al.  A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research , 2006, Informing Sci. Int. J. an Emerg. Transdiscipl..