Using IS/IT to Enhance Service Delivery

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...

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