Abstract
| Original language | English |
|---|---|
| Journal | European Journal of Information Systems |
| Volume | 28 |
| Issue number | 4 |
| Pages (from-to) | 413-438 |
| Number of pages | 26 |
| ISSN | 0960-085X |
| DOIs | |
| Publication status | Published - Aug 2019 |
Bibliographical note
Published online: 15. March 2019Keywords
- Service co-production
- Financial services
- Activity Theory
- Case study
Cite this
}
Enabling Service Co-production : A Theory-building Case Study. / Grace, Audrey; Gleasure, Rob; Finnegan, Patrick; Butler, Tom.
In: European Journal of Information Systems, Vol. 28, No. 4, 08.2019, p. 413-438.Research output: Contribution to journal › Journal article › Research › peer-review
TY - JOUR
T1 - Enabling Service Co-production
T2 - A Theory-building Case Study
AU - Grace, Audrey
AU - Gleasure, Rob
AU - Finnegan, Patrick
AU - Butler, Tom
N1 - Published online: 15. March 2019
PY - 2019/8
Y1 - 2019/8
N2 - Service co-production between professionals and customers is an increasingly popular alternative to traditional “off the shelf” models of service delivery. There is, however, little empirical research describing how services are co-produced with individual customers, nor the most suitable roles for IS/IT in this co-production. This study unpacks how services are co-produced by developing a substantive Theory of Service Co-Production activities (and mediating contextual factors) in the financial services sector. A two-phase theory-building approach is employed. First, a preliminary model is derived based on Activity Theory and extant research. Second, this preliminary model is refined and elaborated upon through an extensive empirical analysis of the co-production of financial services. The study further reveals four key contradictions driving service co-production. These contradictions highlight the incomplete alignment of motives and goals between service professionals and customers, as well as the trickle-down IS/IT impact of this misalignment. The study concludes by discussing the enabling and constraining influence of IS/IT in service co-production.
AB - Service co-production between professionals and customers is an increasingly popular alternative to traditional “off the shelf” models of service delivery. There is, however, little empirical research describing how services are co-produced with individual customers, nor the most suitable roles for IS/IT in this co-production. This study unpacks how services are co-produced by developing a substantive Theory of Service Co-Production activities (and mediating contextual factors) in the financial services sector. A two-phase theory-building approach is employed. First, a preliminary model is derived based on Activity Theory and extant research. Second, this preliminary model is refined and elaborated upon through an extensive empirical analysis of the co-production of financial services. The study further reveals four key contradictions driving service co-production. These contradictions highlight the incomplete alignment of motives and goals between service professionals and customers, as well as the trickle-down IS/IT impact of this misalignment. The study concludes by discussing the enabling and constraining influence of IS/IT in service co-production.
KW - Service co-production
KW - Financial services
KW - Activity Theory
KW - Case study
KW - Service co-production
KW - Financial services
KW - Activity Theory
KW - Case study
UR - https://sfx-45cbs.hosted.exlibrisgroup.com/45cbs?url_ver=Z39.88-2004&url_ctx_fmt=info:ofi/fmt:kev:mtx:ctx&ctx_enc=info:ofi/enc:UTF-8&ctx_ver=Z39.88-2004&rfr_id=info:sid/sfxit.com:azlist&sfx.ignore_date_threshold=1&rft.object_id=954921414410&rft.object_portfolio_id=&svc.holdings=yes&svc.fulltext=yes
U2 - 10.1080/0960085X.2019.1581440
DO - 10.1080/0960085X.2019.1581440
M3 - Journal article
VL - 28
SP - 413
EP - 438
JO - European Journal of Information Systems
JF - European Journal of Information Systems
SN - 0960-085X
IS - 4
ER -