Virtual teams (VTs) have emerged as a new form of organizational structure supported by enabling information and communication technologies (ICT) that are able to meet future service innovation challenges of the fast-changing business environment. How effective are these virtual teams in comparison to traditional face-to-face groups? Is the teamwork quality similar and is information exchanged as effectively?

The objective of this research is to investigate these issues by developing a research model that combines the task-technology fit and teamwork quality concepts and by using a laboratory experiment to examine the effect of task complexity, media characteristics, and teamwork quality on service innovation performance and satisfaction. The results will offer holds important implications for research and practice in the areas of both service innovation and IT.