Start Date
10-12-2017 12:00 AM
Description
Value co-creation is at the core of B2B service orchestration. While advances in information technology provide new means to get customers involved in the service orchestration process, little is known about the mechanisms through which information quality relates to the process that enables value co-creation in B2B services. Drawing on the IS success model and the resource management perspective, we propose that information quality, the key resource generated from use of an IS, positively affects two important service capabilities — service flexibility and service efficiency — which enhance relational value. We argue that modal variety moderates the efficacy of information quality in developing these service capabilities. Survey and archival data collected from a Fortune 100 logistic service provider on its relationships with major customers are used in the empirical testing, which provides general support to the proposed research model.
Recommended Citation
Rai, Arun; Tang, Xinlin; Yin, Zhitao; and Du, Stephen, "Role of Information Quality for Value Co-Creation in B2B Service Orchestration Process" (2017). ICIS 2017 Proceedings. 15.
https://aisel.aisnet.org/icis2017/Strategy/Presentations/15
Role of Information Quality for Value Co-Creation in B2B Service Orchestration Process
Value co-creation is at the core of B2B service orchestration. While advances in information technology provide new means to get customers involved in the service orchestration process, little is known about the mechanisms through which information quality relates to the process that enables value co-creation in B2B services. Drawing on the IS success model and the resource management perspective, we propose that information quality, the key resource generated from use of an IS, positively affects two important service capabilities — service flexibility and service efficiency — which enhance relational value. We argue that modal variety moderates the efficacy of information quality in developing these service capabilities. Survey and archival data collected from a Fortune 100 logistic service provider on its relationships with major customers are used in the empirical testing, which provides general support to the proposed research model.