Effectiveness of IT Service Management Capability: Value Co-Creation and Value Facilitation Mechanisms

Autor:	Jochen Wulf, Till J. Winkler
Rok vydání:	2019
Předmět:	Information management Information technology service management (ITSM) Information Systems and Management Knowledge management IS conservative Value co-creation IT service management 02 engineering and technology Management Science and Operations Research Information systems (IS) effectiveness Management Information Systems 020204 information systems 0502 economics and business 0202 electrical engineering electronic engineering information engineering Co-creation Information system IS-business alignment IS strategy Service-dominant logic Service (business) business.industry 05 social sciences Information technology Service management Computer Science Applications Value facilitation 050211 marketing business
Zdroj:	Journal of Management Information Systems. 36:639-675
ISSN:	1557-928X 0742-1222
DOI:	10.1080/07421222.2019.1599513
Popis:	Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a service-dominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by IS-business alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::d7312ec30b4c7d7638af2e574975cc36 https://doi.org/10.1080/07421222.2019.1599513 Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
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