Start Date
10-12-2017 12:00 AM
Description
Many different companies compete with each other to offer users similar digital services. For instance, traditional banks compete with companies like Apple or Google in providing digital payment services. These companies strongly differ in their strengths and weaknesses, and we argue that users might evaluate the same service differently depending on the company providing it. We introduce the concept of “enterprise-service-fit” and argue that it is beneficial if users perceive a company’s resources to fit a service’s requirements. Using a grounded theory approach, we explore what constitutes enterprise-service-fit in the context of digital services and discover five dimensions on which a company’s resources might fit a service’s requirements. We also offer some preliminary insights regarding potential consequences of fit. We contribute to research concerned with users’ evaluations of digital services that has so far overlooked an interaction between company and service characteristics.
Recommended Citation
Engelbrecht, Adrian; Gerlach, Jin P.; Widjaja, Thomas; and Buxmann, Peter, "The Nature of Enterprise-Service-Fit in the Context of Digital Services" (2017). ICIS 2017 Proceedings. 8.
https://aisel.aisnet.org/icis2017/General/Presentations/8
The Nature of Enterprise-Service-Fit in the Context of Digital Services
Many different companies compete with each other to offer users similar digital services. For instance, traditional banks compete with companies like Apple or Google in providing digital payment services. These companies strongly differ in their strengths and weaknesses, and we argue that users might evaluate the same service differently depending on the company providing it. We introduce the concept of “enterprise-service-fit” and argue that it is beneficial if users perceive a company’s resources to fit a service’s requirements. Using a grounded theory approach, we explore what constitutes enterprise-service-fit in the context of digital services and discover five dimensions on which a company’s resources might fit a service’s requirements. We also offer some preliminary insights regarding potential consequences of fit. We contribute to research concerned with users’ evaluations of digital services that has so far overlooked an interaction between company and service characteristics.