Enabling service co-production: a theory-building case study. Issue 4 (4th July 2019)

• Record Type: Journal Article
• Authors: Grace, Audrey; Gleasure, Rob; Finnegan, Patrick; Butler, Tom
• Is Part Of: European journal of information systems. Volume 28:Issue 4(2019)
• Page Start: 413
• Page End: 438
• Publication Date: 2019-07-04
• Subjects: Prof. Par Agerfalk; Service co-production -- financial services -- Activity Theory -- case study; Information technology -- Periodicals; Information technology -- Europe -- Periodicals; Management information systems -- Periodicals; Management information systems -- Europe -- Periodicals; 658.403805
• DOI: 10.1080/0960085X.2019.1581440
• Languages: English
• ISSNs: 0960-085X

Abstract

ABSTRACT: Service co-production between professionals and customers is an increasingly popular alternative to traditional "off the shelf" models of service delivery. There is, however, little empirical research describing how services are co-produced with individual customers, nor the most suitable roles for IS/IT in this co-production. This study unpacks how services are co-produced by developing a substantive Theory of Service Co-Production activities (and mediating contextual factors) in the financial services sector. A two-phase theory-building approach is employed. First, a preliminary model is derived based on Activity Theory and extant research. Second, this preliminary model is refined and elaborated upon through an extensive empirical analysis of the co-production of financial services. The study further reveals four key contradictions driving service co-production. These contradictions highlight the incomplete alignment of motives and goals between service professionals and customers, as well as the trickle-down IS/IT impact of this misalignment. The study concludes by discussing the enabling and constraining influence of IS/IT in service co-production.