Tri-factors of IT-enabled Innovation Success and Failure

Yanpei Lin, Dongming Xu, Chee-Wee Tan

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-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.
Original languageEnglish
Title of host publicationProceedings of the 40th International Conference on Information Systems (ICIS)
EditorsHelmut Krcmar, Jane Fedorowicz, Wai Fong Boh, Jan Marco Leimeister, Sunil Wattal
Number of pages9
Place of PublicationAtlanta, GA
PublisherAssociation for Information Systems. AIS Electronic Library (AISeL)
Publication date2019
Article number3374
ISBN (Electronic)9780996683197
Publication statusPublished - 2019
Event40th International Conference on Information Systems, ICIS 2019: Information Systems - The Heart of Innovation Ecosystems - International Congress Center Munich (ICM), Munich, Germany
Duration: 15 Dec 201918 Dec 2019
Conference number: 40


Conference40th International Conference on Information Systems, ICIS 2019
LocationInternational Congress Center Munich (ICM)
Internet address
SeriesProceedings of the International Conference on Information Systems


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

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