Differentiating service tasks for IT application

Abstract

This research investigates the study of service operations and information technology (IT) in order to observe the interaction between these two constructs. Phase I utilizes a Delphi study, involving 31 participants from 11 organizations, to provide initial specification of a service typology based on task requirements. Phase II of the research is a multiple case study that further refines the construct specifications and analyzes the dynamics of the interaction between components of the service task and IT. Results of the Delphi and case analysis suggest that differentiation within the service task construct occurs along an expertise‐based continuum that incorporates four primary task requirements. These requirements include knowledge‐base, level of standardization and two databased elements, data configuration and data interpretation. The case analyses further indicate the presence of three primary levels of task requirements – transaction processing, request fulfillment and problem resolution. Early results from the task‐IT interaction analysis suggest that the task‐IT relationship affects critical operations factors such as process innovation, IT diffusion rates, achievement of informational and operational advantage, performance measurement and elements of service quality.

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