Service-Oriented Architecture as A Driver of Service Innovation in Newly Emerging Service Systems: An Exploratory View

Innovation in services can be regarded as an inter-play of service concepts, service delivery practices, client interfaces, and service delivery technologies. Furthermore, innovations in services are increasingly brought to the market by networks of firms, selected for their unique capabilities and operated in a coordinated manner, referred to as a service system or service value network (SVN). Bringing such service innovations to market by a network of firms requires extensive coordination and integration of data, information/knowledge and processes, while ensuring strategic alignment of partnering firms. In this research we examine how Service-Oriented Architecture (SOA), and its effect on Information Technology Infrastructure Flexibility (ITIF), may act as a potential enabler for recently identified organizational drivers of services innovation in a service system, namely Collaborative Architecture Management (CAM) and Collaborative Organizational Infrastructure (COI). A preliminary qualitative study of a Telco and its partners in the Middle East validates the dynamic capabilities at play in our proposed research model.

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