The revitalization of service orientation

The revitalization of service orientation: a business services model

Plugge, A.G. (TU Delft Responsible Marketing and Consumer Behavior)
Nikou, S. (TU Delft Information and Communication Technology; Åbo Akademi University; Stockholm University)
Bouwman, W.A.G.A. (TU Delft Information and Communication Technology)

2020

Purpose: Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms’ business services. Yet, little is known about the type of determinants that are relevant and to what degree they affect a firm’s service-oriented strategy. Design/methodology/approach: Building on structural equation modeling (SEM) and a unique data set of 131 international firms from different continents, the authors identify and analyze the key determinants in the context of a firm’s service-oriented strategy. Findings: The findings show that in order to cater for changes, organizations have to manage and adapt the coherence of the determinants’ business services, business processes and knowledge sharing continuously. Moreover, the results show that a service-oriented strategy is not only influenced by business services as such, but business services mediate the relationships between business processes, governance and process-aware information systems to a service-oriented strategy. Research limitations/implications: A limitation is imposed by the limited sample size and the unbalanced response of participants (executive management). In future research, a more extensive survey among a broader group of participants will help the authors to develop their model further in order to generalize the results, as well as more finely grained research related to geography and size might be pursued. Future empirical research is necessary to identify and test the relationships between other constructs and study their effect on a firm’s service-oriented strategy. Practical implications: On a practical level, the authors postulate that an organization’s executive management should pay attention to invest in an organizational entity (department) that manages business services continuously. This organizational entity has to ensure that related processes and knowledge sharing are in place to establish and maintain a service-oriented strategy. Originality/value: This research contributes to service-oriented literature by operationalizing the implementation of an organization’s service-oriented strategy. The authors’ insights go beyond the findings of Aier et al. (2011). The authors found that a service-oriented strategy influences service-oriented project success positively. The authors extended these findings, based on a unique data set, by studying business services and influencing determinants (i.e. business processes, governance, PAIS and knowledge sharing) within the context of service orientation. The renewed attention to the concept of service orientation provides insights into critical determinants that influence the implementation of a service-oriented strategy.

Business processes
Business services
Governance
Organizational readiness
Process-aware information systems
Service orientation

http://resolver.tudelft.nl/uuid:b81b5570-1a67-4132-8c29-f3eeba57f3a8

https://doi.org/10.1108/BPMJ-02-2020-0052

1463-7154

Business Process Management Journal, 27 (8), 1-24

Institutional Repository

journal article

© 2020 A.G. Plugge, S. Nikou, W.A.G.A. Bouwman