Towards designing a sustainable is-enabled service delivery system

Abstract

This paper aims to bring into focus the concept of service sustainability. The normative literature advocates that services by companies, government institutions and service delivery are still posing great challenges to many organizations in this digital age. In highlighting the distinctive feature of service innovation, businesses will be able to maintain competitive advantage. In examining the literature on the service concept, successful companies have the customer at the forefront of their business strategy. As a result, the authors formulate suggestions on the most effective way an organization and the people concerned, can recast strategic thinking. to anticipate and adapt to ever increasing changing service environment. The contribution of the study is an IS-enabled Service Delivery Model (SDM) that places customer and staff as an integral part of the service delivery system with managed interactions and continuous quality control. This intends to support practitioners and researchers which could provide the former useful means of conceptualizing service, and raises an important issue to the latter in revisiting service quality research.