Business Commons^™

Orchestrating Service Innovation Using Design Moves: The Dynamics Of Fit Between Service And Enterprise It Architectures, Narayan Ramasubbu, Charles Jason Woodard, Sunil Mithas

Research Collection School Of Computing and Information Systems

Service science perspectives highlight the central role of information technology (IT) in transforming the design and delivery of services. To discern the mechanisms through which IT impacts service innovation, we explore the dynamics of the relationship between enterprise IT and service architectures, and how these dynamics influence the performance of service innovation projects. We conducted six case studies to investigate how firms orchestrated service innovation, focusing on the design of the service architecture and its relationship to enterprise systems. We synthesize the case findings to develop a set of propositions on the antecedents and consequences of fit (or misfit) between …