PACIS 2020 Proceedings


Service integrators have disrupted many industries by the implementation of novel business models, such as the provision of digital marketplaces, where businesses and customers directly interact with each other. In the travel sector, service integrators have become indispensable. In the mobility sector, however, they still play a minor role. We take a service-dominant logic perspective to analyze the lack of cooperation between public transport providers and service integrators. Using data from interviews with representatives from public transport companies and hotels, we detect systematic differences in their business and IT-strategies. Our empirical results show that the misuse of the resources people, technology, organization, (shared) information, and finance impede the cooperation between public transport companies and service integrators. Our study provides novel insights into the concept of value co-destruction in the field of intermodal mobility services and indicates practical guidelines for public transport companies and associations.



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