Exploring the role of core IS capabilities throughout the IS/IT service co-production lifecycle

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Date
2017
Authors
Kasraian, Laleh
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University College Cork
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Abstract
The main challenge in service co-production is how a firm’s project team may accomplish service design and modifications efficiently and quickly enough to meet the customers’ expectations within a definite timeframe. With respect to the extant literature, there is a paucity of research on how the firm’s core capabilities support and enable IS/IT service co-production. In response to this research gap and in order to consider and elevate the level of firm’s service co-production efforts, this study explores the role of project team’s core IS capabilities throughout the IS/IT service co-production lifecycle stages. This study adopts a ‘qualitative multiple case study’ approach to address its research objective. Based on within and crosscase analysis of three case studies of IS/IT service co-production, this study presents C²SLC - as a matrix model of core IS capabilities and co-production characteristics across four IS/IT service lifecycle stages, namely: planning, provisioning, operation and enhancement. This matrix model (C²SLC) reveals the study’s research outcomes that highlight the significant roles played by six core IS capabilities (out of nine) throughout the different stages of the IS/IT service co-production lifecycle. The study contributes to both theory and practice by focusing on the co-production lifecycle stages, highlighting key characteristics of co-production as well as the core IS capabilities and examines their importance during IS/IT service co-production. Furthermore, the study’s matrix model (C²SLC) illustrates how these core IS capabilities enable such co-production and may inform firms who are looking to enhance their in-house capabilities within a particular lifecycle stage of IS/IT service co-production.
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Keywords
Service co-production , Core IS capability , Service lifecycle , IS/IT services
Citation
Kasraian, L. 2017. Exploring the role of core IS capabilities throughout the IS/IT service co-production lifecycle. PhD Thesis, University College Cork.