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.
Adam, F.; Carlsson, S.; Sprague, R.; Sammon, D.; Shanks, G.; Moody, D.; and Keller, C., "Generative mechanisms for innovation in information infrastructures" (2009). ECIS 2009 Proceedings. 170.