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The role of information systems and knowledge codification for service provision strategies

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Show simple item record Walsh, John N. O'Brien, Jamie 2021-04-12T10:33:28Z 2021-04-12T10:33:28Z 2021
dc.identifier.citation Walsh J.N.;O'Brien J. (2021) 'The role of information systems and knowledge codification for service provision strategies'. Journal Of Service Theory And Practice, . en_US
dc.identifier.issn 2055-6225
dc.description peer-reviewed en_US
dc.description.abstract Purpose: While service scholars see modularisation as balancing the efficiency of standardisation with the value added through customisation the relationships between these concepts are under-theorised. In addition, although information and communication technologies can facilitate all three service strategies, the degree to which they codify service knowledge is not explicitly considered in the extant literature. The purpose of this paper is to develop and validate a model that examines service strategy trajectories by specifically considering the ICTs used and the degree of knowledge codification employed. Design/methodology/approach: This study draws on three qualitative case studies of service departments of firms involved in cardiovascular applications, orthopaedic, spinal and neuroscience product development and information technology support. Data collection involved semi-structured interviews, document analysis and non-participant observation. Findings: Findings show that ICTs were increasingly used to codify both standardised and customised services, though in different ways. For standardised services ICTs codified the service process, making them even more rigid. Due to the dynamic nature of customised services, drawing on experts' tacit knowledge, ICTs codified the possessors of knowledge rather than the service process they undertook. This study also identified a duality between the tacit development of customised services and modular service codification. Research limitations/implications: The model is validated using case studies from three companies in the medical and information technology sectors limiting its generalisability. Practical implications: The importance of considering the degree of tacitness or explicitness of service knowledge is important for service codification. The paper provides managers with empirical examples of how ICTs are used to support all three strategies, allows them to identify their current position and indicates possible future trajectories. Originality/value: The papers main contribution is the development of a model that integrates the literature on service strategies with knowledge management strategies to classify service standardisation, customisation and modularisation in terms of both service orientation and degree of ICT codification. en_US
dc.language.iso eng en_US
dc.publisher Emerald Publishing Ltd en_US
dc.relation.ispartofseries Journal of Service Theory & Practice;
dc.rights This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited. en_US
dc.subject customisation en_US
dc.subject information and communication technologies en_US
dc.subject knowledge en_US
dc.subject modularisation en_US
dc.subject standardisation en_US
dc.title The role of information systems and knowledge codification for service provision strategies en_US
dc.type info:eu-repo/semantics/article en_US
dc.type.supercollection all_ul_research en_US
dc.type.supercollection ul_published_reviewed en_US 2021-04-12T09:54:01Z
dc.description.version ACCEPTED
dc.identifier.doi 10.1108/JSTP-06-2020-0138
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US
dc.internal.rssid 2998310
dc.internal.copyrightchecked Yes
dc.identifier.journaltitle Journal Of Service Theory And Practice
dc.description.status peer-reviewed

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