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A Service Classification Model for Value Co-creation in IT Outsourcing Services

In: Information Systems: Crossroads for Organization, Management, Accounting and Engineering

Author

Listed:
  • Gerasimos Kontos

    (University of the Aegean)

  • Konstadinos Kutsikos

    (University of the Aegean)

Abstract

Despite the abundance of IT outsourcing activities, many IT outsourcing service consumers are often unsatisfied. A commonly cited reason in the research literature is that IT outsourcing providers still struggle to define the right combinations of resources and capabilities that lead to successful service configurations. The latter is the focus of Service Science, a discipline that views organizations as dynamic service systems that integrate acquired resources with their own in order to create service offerings. By combining basic principles of Service Science, Resource-based Theory and Dynamic Capabilities Theory, we develop a conceptual framework for classifying IT outsourcing configurations (i.e. service offerings) in order to help IT outsourcing service providers make informed decisions on which capabilities to develop or improve for different client needs, which inevitably results in different value creation processes. The framework is presented as a 2 × 2 classification matrix of outsourcing configurations, along with details for one of these, by using the e3-value ontology. We conclude this paper by highlighting limitations of our approach and indicating future research directions.

Suggested Citation

  • Gerasimos Kontos & Konstadinos Kutsikos, 2012. "A Service Classification Model for Value Co-creation in IT Outsourcing Services," Springer Books, in: Marco De Marco & Dov Te'eni & Valentina Albano & Stefano Za (ed.), Information Systems: Crossroads for Organization, Management, Accounting and Engineering, edition 127, pages 3-10, Springer.
    • Handle: RePEc:spr:sprchp:978-3-7908-2789-7_1
    DOI: 10.1007/978-3-7908-2789-7_1
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