This paper investigates how innovation of ICT based services takes place within existing
infrastructures, including the whole network of technology, vendors and customers. Our research
question is, how can an information infrastructure provide generative mechanisms for innovation of
ICT based services?
Building on a critical realist approach, our empirical evidence was a case study within an
international airline, aiming to diversify its services. From our analysis we propose that there are two
self-reinforcement mechanisms in information infrastructures. First, we identified the innovation
reinforcement mechanism, resulting in new services. Second, there is the service reinforcement
mechanism, resulting in more users and profits.
The practical implication of our framework is to show that although ICT-based innovation cannot be
planned and managed in detail, the innovation mechanism may help organisations to facilitate the
innovation process in a structured way.
Bygstad, Bendik, "IOS project motivation as a determinant of project activities and business capabilities" (2009). ECIS 2009 Proceedings. 223.