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 literature.
service delivery service science service research information systems/information technology telecommunication services united kingsom