Presenting Author

Terence Saldanha

Paper Type

Completed Research Paper

Abstract

Despite growth of information technology (IT) enabled services, how IT provides flexibility in service rendering and delivery, remains a relatively unexplored area of research. In this study, we investigate how digital service flexibility (DSF) influences performance of credit unions – an exemplary set of service oriented firms. We identify three dimensions of digital service flexibility: (1) basic digital service flexibility (basic DSF), (2) customer-oriented digital service flexibility (customer DSF), and (2) transaction-oriented digital service flexibility (transaction DSF). We argue that transaction DSF complements the basic DSF in influencing the performance, whereas customer DSF has a negative moderation effect on basic DSF and performance relationship. Using an archival data set, we find empirical support for the hypothesized relationships; and discuss contributions and implications of the findings.

Share

COinS
 

Digital Service Flexibility and Performance of Credit Unions

Despite growth of information technology (IT) enabled services, how IT provides flexibility in service rendering and delivery, remains a relatively unexplored area of research. In this study, we investigate how digital service flexibility (DSF) influences performance of credit unions – an exemplary set of service oriented firms. We identify three dimensions of digital service flexibility: (1) basic digital service flexibility (basic DSF), (2) customer-oriented digital service flexibility (customer DSF), and (2) transaction-oriented digital service flexibility (transaction DSF). We argue that transaction DSF complements the basic DSF in influencing the performance, whereas customer DSF has a negative moderation effect on basic DSF and performance relationship. Using an archival data set, we find empirical support for the hypothesized relationships; and discuss contributions and implications of the findings.