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Abstract

Details

Servitization Strategy and Managerial Control
Type: Book
ISBN: 978-1-78714-845-1

Abstract

Details

Servitization Strategy and Managerial Control
Type: Book
ISBN: 978-1-78714-845-1

Article
Publication date: 19 August 2021

Kalpana Tokas

This paper aims to carry out a qualitative analysis to compare India and China as a choice of service-provider from the perspective of Japanese MNEs for information…

Abstract

Purpose

This paper aims to carry out a qualitative analysis to compare India and China as a choice of service-provider from the perspective of Japanese MNEs for information technology (IT)-IT enabled services (ITeS) offshoring destination, using the four dimensions of the cultural-administrative-geographic-economic (CAGE) distance framework by Ghemawat (2001).

Design/methodology/approach

This exploratory study used a mix of primary and secondary evidence to carry out a comparative evaluation of the challenges and synergies existent between India and Japan relative to China and Japan, in the context of IT-ITeS offshoring industry. Fourteen semi-structured interviews were conducted with multiple stakeholders and the findings were classified using the CAGE framework.

Findings

The paper discusses that for IT-ITeS industry, owing to its characteristics and the changing global order in the post-pandemic world, the “distances” that matter the most for business engagement between countries are – cultural, administrative and economic. Based on the comparative analysis, it was seen that China fares better than India, from a Japanese perspective, for the case of cultural and geographic distances while India had an advantage in the case of administrative and economic distances. Thus, India and Japan seem to have higher synergies and potential mutual gains by expanding engagement in the IT-ITeS industry in future.

Research limitations/implications

One of the limitations of this paper was the lack of comparable secondary data source concerning the size, growth rates, exports, employment figures for China that could have helped establish the contrast in the structure of IT-ITeS industry of India and China.

Originality/value

This study provides a framework for a comparative analysis of multiple facets of “distance” between competing service providing nations at bilateral, as well as unilateral level, in a holistic manner for the IT-ITeS offshoring industry. The results thus provide the gaps that shall be bridged by the policymakers for realizing mutual benefits.

Details

Journal of Global Operations and Strategic Sourcing, vol. 15 no. 1
Type: Research Article
ISSN: 2398-5364

Keywords

Open Access
Article
Publication date: 19 July 2021

Manzoor Hassan Malik

The aim of this paper is to make a descriptive exploratory effort to discern the role of IT exports in India's macro-economic indicators, like national income, employment…

Abstract

Purpose

The aim of this paper is to make a descriptive exploratory effort to discern the role of IT exports in India's macro-economic indicators, like national income, employment and balance of payment in the post-Liberalization, Privatization and Globalization strategy in the 1990s. The paper also explores the vital historical developments of various dimensions of IT, such as its export growth, major software and services exports destinations, compositions of IT exports and domestic growth in India.

Design/methodology/approach

This study is based on secondary data, which were collected from Balance of Payment Statistics Reserve Bank of India (RBI) and Handbook of Statistics on Indian Economy, National Association of Software and Service Companies (NASSCOM),rtd and Department of Electronics and Information Technology (DEITY). This study has used descriptive analysis and growth models for studying the objectives. Major IT sector dimensions, such as total output, exports revenue, domestic revenue, gross domestic product, employment and exports of the software and service industry, have been examined for the period 1991–2016.

Findings

The findings suggest that over the last 26 years, the information technology industry's economic footprint has extended by more than seven times. Over the same period, direct employment in the information technology sector increased at an average growth rate of around 17%. Software and services exports earn, on average, about three times greater than the other three major services of India's current account of the balance of payment.

Originality/value

This study focuses on originality in examining the role of IT exports in India's macro-economic indicators economic reforms of the 1990s and also explores the historical developments of various dimensions of IT exports and domestic growth in India. All the work has been done in original by the authors, and the work used has been acknowledged properly.

Details

International Trade, Politics and Development, vol. 5 no. 2
Type: Research Article
ISSN: 2586-3932

Keywords

Article
Publication date: 1 December 1998

Faïz Gallouj

As they account for the largest share of employment and value added, services do not (or cannot) lie outside a Schumpeterian view of innovation phenomena. Of the various…

5514

Abstract

As they account for the largest share of employment and value added, services do not (or cannot) lie outside a Schumpeterian view of innovation phenomena. Of the various attempts at shedding more light on the mechanisms of innovation in service industries and firms, we consider the “reverse product cycle” to warrant special attention because of its highly thought‐provoking nature and its theoretical ambition. This article has two objectives: first, to present this interesting and still neglected theoretical study, and second, to evaluate on a theoretical and empirical level the extent to which Barras’ model meets the objective of a “theory of innovation in services”.

Details

European Journal of Innovation Management, vol. 1 no. 3
Type: Research Article
ISSN: 1460-1060

Keywords

Article
Publication date: 20 March 2007

Mark Goh, Satya Prakash and Roland Yeo

Driven by cost reduction and improved quality of service, some firms have adopted shared services as a governance model to manage their staff functions. This paper seeks…

2682

Abstract

Purpose

Driven by cost reduction and improved quality of service, some firms have adopted shared services as a governance model to manage their staff functions. This paper seeks to explore this behavior using the resource‐based view.

Design/methodology/approach

The case of an information technology (IT) unit of a multinational manufacturing firm is presented to provide insight into the issues involved when adopting and migrating an IT resource system to a shared services model. The analysis is extended using conceptual models of the relevant sub‐systems developed through the soft systems methodology (SSM), using a set of root level definitions that are intended to express the transformation to a shared services model.

Findings

The results suggest that the major changes involved when transitioning to shared services are process and communication related. Aligning the team members and gaining their commitment are necessary for success.

Practical implications

The case analysis and SSM models provide some insight into the important issues to be considered when moving to a shared services model.

Originality/value

With the growing practice of shared services, it is important to understand how a shared services model fits successfully into the overall business strategy of the firm. This study will spawn further research into the evaluation and control techniques for the different types of IT capabilities under a shared services model.

Details

Industrial Management & Data Systems, vol. 107 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 16 January 2019

Timothy Olsen and Richard Welke

Many governments and public organizations are turning to shared service arrangements to decrease costs while increasing service levels. This paper aims to elucidate the…

Abstract

Purpose

Many governments and public organizations are turning to shared service arrangements to decrease costs while increasing service levels. This paper aims to elucidate the fine-grained challenges managers face as they adjust to working under a shared service arrangement.

Design/methodology/approach

A two-year longitudinal ethnographic field study followed the IT shared service transformation process at a large public university. Meeting observations, emails, documents and interviews were used in the qualitative analysis.

Findings

The research identifies 11 challenges faced by management undergoing a transition to shared services. The authors use a taxonomy of management challenges based on the organizational perspectives literature (Knol et al., 2014) to organize the challenges and relate them to prior literature.

Research limitations/implications

The novel findings include the importance of changing organizational culture, balancing dual interests of cost and customer focus, establishing a sense of urgency and achieving process standardization through practicing when adopting a shared service arrangement. The results from a single case study may not by generalizable to other organizations.

Originality/value

This study provides a nuanced and fine-grained understanding of the managerial challenges of adopting IT-shared services. This unique longitudinal data set describes in nuanced detail the challenges faced by frontline managers.

Details

Transforming Government: People, Process and Policy, vol. 13 no. 1
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 5 December 2017

Sheshadri Chatterjee and Arpan Kumar Kar

The purpose of this paper is to understand the effects of successful adoption of information technology (IT)-enabled services to be provided in the proposed smart cities…

Abstract

Purpose

The purpose of this paper is to understand the effects of successful adoption of information technology (IT)-enabled services to be provided in the proposed smart cities of India from end-user-experience perspective.

Design/methodology/approach

This paper has taken a sincere endeavor to understand to what extent the success of the smart cities depends on the users’ experience of the IT-enabled services, the backbone of smart cities, and how using IT-enabled services can improve the quality of the users’ lifestyle. Initially, few hypotheses have been developed from literature review, followed by structured questionnaires. Once the data were collected, they were analyzed using different statistical tools. This paper will be useful for the policymakers, specifically those who are involved in technology and IT-governance-related areas, in policymaking for the proposed smart cities in India.

Findings

This study tries to find how the IT-enabled services would transform the lives of residents both socially and technologically; to what extent the prospective citizens will be engaged to use the modern services; to what extent the threat of privacy and security issues affects the overall performance of the proposed smart cities of India; and how gaining trust of the citizens could help in successful adoption of IT services. This paper tries to find out few of these questions from the city residents’ perspective.

Research limitations/implications

This study is undertaken keeping Indian smart cities in perspective. However, in India, the proposed smart cities are in different states. In fact, the respondents selected by the authors are not the true representatives of the whole population, which is spread covering all parts of India. This paper could have implications for policymakers in drafting the smart city policy in India especially from IT-governance and user-experience perspective.

Practical implications

As this study discusses proposed smart cities of India from IT-enabled services and from the citizens’ perspective, it will have a huge practical implication once these smart cities become operational in India.

Social implications

This study discusses the IT-enabled services expected to be provided to the citizens of the proposed smart cities of India. As the paper discusses about the citizens’ perspective and the proposed smart cities of India, it definitely has social implications especially since the study is related to the citizens of proposed smart cities of India.

Originality/value

The research reported in this manuscript is the outcome of in-depth study on proposed Indian smart cities especially from IT adoption and from users’ perspective. Very few studies have been carried out on proposed Indian smart cities from IT adoption perspective and how that could improve the lifestyle of the residents.

Details

Journal of Science and Technology Policy Management, vol. 9 no. 2
Type: Research Article
ISSN: 2053-4620

Keywords

Article
Publication date: 1 March 2002

Faye X. Zhu, Walter Wymer and Injazz Chen

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer…

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Abstract

This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction. The model also incorporates several variables affecting customers’ perceptions of IT‐based services, and was tested by a structural equation modeling approach using sample data collected from retail bank customers. The results indicate that IT‐based services have a direct impact on the SERVQUAL dimensions and an indirect impact on customer perceived service quality and customer satisfaction. The analyses also show that customers’ evaluations of IT‐based services are affected by their preference towards traditional services, experiences in using IT‐based services, and perceived IT policies.

Details

International Journal of Service Industry Management, vol. 13 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 10 October 2008

Narayanan Kumbakara

The purpose of this paper is to explore the practical issues regarding standards and the management of IT services delivered by external or outsourced service providers…

5729

Abstract

Purpose

The purpose of this paper is to explore the practical issues regarding standards and the management of IT services delivered by external or outsourced service providers called managed service providers (MSPs).

Design/methodology/approach

Extensive review of published materials from academic and industry sources is carried out to discuss the managed services practice as well as IT standards applicable for managed services.

Findings

Implementation of international IT standards such as the ITIL framework for IT service management benefits both internal IT organizations and MSPs. Availability of a common standard for managing IT services makes the transition of IT service management from the client organization to an MSP or from an MSP to another MSP less painful and helps to reduce or eliminate service disruptions.

Practical implications

The ultimate objective of this paper is to offer MSPs as well as internal IT organizations a comprehensive discussion on the IT standards that are applicable for managed IT services.

Originality/value

It is believed that this paper will help both MSPs as well as the internal IT organizations to understand the importance of having a common standard for managing IT services.

Details

Information Management & Computer Security, vol. 16 no. 4
Type: Research Article
ISSN: 0968-5227

Keywords

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