Tri-factors of IT-enabled Innovation Success and Failure

Yanpei Lin, Dongming Xu, Chee-Wee Tan

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review


Information systems success has always been a prominent topic in IS research. As providers of high quality IS services, service-oriented firms acquire sustainable long-term competitive advantages through innovation in core competencies. Particularly, Professional Services Firms (PSFs), are harnessing technological advances to re-orientate their business to concentrate on the delivery of IT-enabled services. However, success continues to be elusive for PSFs due to the heterogeneity, inseparability, intangibility, and perishability of services. Consequently, this study attempts to uncover the drivers of innovation success or failure in IT-enabled professional services. Embracing a comparative case study approach, we analyzed both successful and failure cases of IT service innovation in Capgemini Netherlands. Through synthesizing dual-factors theory, we advocate a tri-factorial view of the NSD process whereby we distinguish among hygiene, enabling, and inhibiting factors for each of the three phases of planning, development, and launch in NSD. Implications for theory and practice are discussed.
TitelProceedings of the 40th International Conference on Information Systems (ICIS)
RedaktørerHelmut Krcmar, Jane Fedorowicz, Wai Fong Boh, Jan Marco Leimeister, Sunil Wattal
Antal sider9
UdgivelsesstedAtlanta, GA
ForlagAssociation for Information Systems. AIS Electronic Library (AISeL)
ISBN (Elektronisk)9780996683197
StatusUdgivet - 2019
BegivenhedThe 40th International Conference on Information Systems. ICIS 2019: Information Systems - The Heart of Innovation Ecosystems - International Congress Center Munich (ICM), Munich, Tyskland
Varighed: 15 dec. 201918 dec. 2019
Konferencens nummer: 40


KonferenceThe 40th International Conference on Information Systems. ICIS 2019
LokationInternational Congress Center Munich (ICM)
NavnProceedings of the International Conference on Information Systems


  • IT-enabled service innovation
  • Hygiene factor
  • Enabling factor
  • Inhibiting factor