Service Management as a Means to Organizational Assimilation of ICT: A Case Study

  • Roberto Osorno Hinojosa ITESO
  • Lucinio González Sabaté IQS School of Management at Ramón Llull University
  • Antoni Olivé i Tomàs IQS School of Management at Ramón Llull University

Abstract

Information and Communications Technology (ICT) is essential in the development and competitiveness of Small and Medium Enterprises (SMEs). Its assimilation for better use appears as a recurring theme in the academic literature. Learning has been identified as a means of assimilating ICT in organizations. Learning and intensive knowledge exchange are components of service, according to Service Dominant Logic (S-D logic). The goal of our work is to understand how an organization learns to use ICT in an environment influenced by service management. To accomplish this, we present a case study of a Mexican SME, which has applied service management principles and shows ICT assimilation based on learning processes. The contribution of our research is the identification of service factors, which may be related to the reduction of learning barriers. The identified relationship has allowed us to propose an organizational intervention model that helps ICT assimilation in SMEs.

 

Author Biographies

Roberto Osorno Hinojosa, ITESO

Professor and researcher in the Department of Electronics Systems and Computer Science at the ITESO, the Jesuit University of Guadalajara. Mexico.

Lucinio González Sabaté, IQS School of Management at Ramón Llull University

Professor and researcher in the IQS School of Management at Ramón Llull University in Barcelona. Spain.

Antoni Olivé i Tomàs, IQS School of Management at Ramón Llull University

Professor and researcher in the IQS School of Management at Ramón Llull University in Barcelona. Spain.

Published
2018-07-13
How to Cite
Osorno Hinojosa, R., González Sabaté, L., & Olivé i Tomàs, A. (2018). Service Management as a Means to Organizational Assimilation of ICT: A Case Study. Harvard Deusto Business Research, 7(1), 19-36. doi:10.3926/hdbr.118
Section
Articles

Keywords

Lógica Dominante del Servicio; Aprendizaje Organizacional; Asimilación de la Tecnología de la Información; Acuerdo de Nivel de servicio