Abstract

To date, there has been limited research on the role of an internal IT service innovation in a strategic business process. An IT service innovation supports organizational business processes and is designed, developed and deployed following the notion of service logic characterized by intangible resources, the co-creation of value, and relationships. We examine the influence of an IT service innovation – an IT-enabled collaboration platform – on collaboration outcomes in the product development process. We develop and test a model that posits that the use of the platform will lead to positive service quality conceptualized as collaboration quality that in turn influences collaboration satisfaction. We conducted a study of a collaboration platform implementation by a major pharmaceutical company (N = 1,746) and found support for our model. Our findings contribute to the literature by providing insights on how employees utilize the capabilities of an IT service innovation in their work processes to achieve desired outcomes.

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