Year: 2008
Type: article
Abstract: This paper explores possible steps toward incorporating the increasingly important topics of service and service systems into the core of the IS field, thereby moving toward a service-oriented core without abandoning existing tool-oriented concepts and methods.Incorporating more of a service mindset into IS would add to the many service-related topics that it already contains.A service mindset would focus more on customer activities and concerns within the analysis of IT-reliant work systems.Following the lead from developments in marketing and operations, it would emphasize customer-centricity and the co-production of value by service providers and customers.It would encourage greater attention to customer concerns, rather than mostly user concerns, in the implementation of IT-reliant work systems.This paper presents frameworks and related tools that provide an indication of what a more service-oriented IS field might look like.
Author: Steven Alter
Institution: University of San Francisco
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1580140641