IT and Change in the Service Economy: Challenges and Possibilities for the 21st Century

Event date: 
2008-08-10 to 2023-02-08

The Ted Rogers School of Management hosted the IFIP 8.2 Working Conference on IT in the Service Economy. Keynote speakers are Jim Spohrer (IBM Research), Langdon Winner (Rensselaer Polytechnic Institute), and Dan Robey (Georgia State University).

Proceedings: IFIP Advances In Information And Communication Technology, Volume 267, 2008, Doi: 10.1007/978-0-387-09768-8. Read online at:

Table of contents

Exploring the Diversity of Service Worlds in the Service Economy
Michael Barrett and Elizabeth Davidson

Part 1: Conceptualizing and Theorizing about IT-Enabled Services

ICTs and Global Working in a Non-Flat World
Geoff Walsham

Exploring the Influence of Socio-Emotional Factors on Knowledge Management Practices: A Case Study
Chalee Vorakulpipat and Yacine Rezgui

Compliance-as-a-Service in Information Technology Manufacturing Organizations: An Exploratory Case Study
Tom Butler, Bill Emerson, and Damien McGovern

Service System Innovation
Steven Alter

Rhizomatic Informatics: The Case of Ivy University
Chris Atkinson and Laurence Brooks

The Influence of Subgroup Dynamics on Knowledge Coordination in Distributed Software Development Teams: A Transactive Memory System and Group Faultline Perspective
Yide Shen and Michael Gallivan

The Service Behind the Service: Sensegiving in the Service Economy
Neil C. Ramiller and Mike Chiasson

Part 2: IT-Enabled Services in Industry Settings

Possibilities and Challenges of Transition to Ambulant Health Service Delivery with ICT Support in Psychiatry
Synnøve Thomassen Andersen and Margunn Aanestad

Transforming Work Practices in a Complex Environment
Riikka Vuokko and Helena Karsten

Virtuality and Non-Virtuality in Remote Stock Trading
Roger F. A. van Daalen Fuente, Mike W. Chiasson, and Paul R. Devadoss

Bazaar by Design; Managing Interfirm Exchanges in an Open Source Service Network
Joseph Feller, Patrick Finnegan, Brian Fitzgerald, and Jeremy Hayes

Emerging Technologies in the Service Sector: An Early Exploration of Item-Level RFID on the Fashion Sales Floor
Claudia Loebbecke, Claudio Huyskens, and Janis Gogan

The Computerization of Service: Evidence of Information and Communication Technologies in Real Estate
Steve Sawyer and Fuyu Yi

Part 3: IT-Enabled Change in Public Services

E-Government and Changes in the Public Sector: The Case of Greece
Dimitra Petrakaki

Bandwithing Together: Municipalities as Service Providers in a Policy Environment
Andrea H. Tapia and Julio Angel Ortiz

Analyzing Public Open Source Policy: The Case Study of Venezuela
Edgar Maldonado and Andrea H. Taipa

Co-Orienting the Object: An Activity-Theoretical Analysis of the UK’s National Program for Information Technology
Panos Constantinides and Frank Blackler

A Multivocal and Multilevel Institutionalist Perspective to Analyze Information Technology-Enabled Change in the Public Service in Africa
Roberta Bernardi

Part 4: Outsourcing and Globalization of IT Services

Legitimacy Management and Trust in Offshoring Information Technology Services
Michael Barrett, C. R. Hinings, and Eivor Oborn

Information Technology Outsourcing in the Service Economy: Client Maturity and Knowledge/Power Asymmetries
Aris Komporozos-Athanasiou

How Information Systems Providers Develop and Manage Expertise and Leverage Their Client Relationships for Competitive Advantage
Robert Gregory and Michael Prifling

Mind the Gap! Understanding Knowledge in Global Software Teams
Aini Aman and Brian Nicholson

Complicating Utopian and Dystopian Views of Automation: An Investigation of the Work and Knowledge Involved in the Call Center Offshoring Industry in India
Paul R. Devadoss and Mike W. Chiasson

Part 5: Panels

Turning Products into Services and Services into Products: Contradictory Implications of Information Technology in the Service Economy
Neil C. Ramiller, Elizabeth Davidson, Erica L. Wagner, and Steve Sawyer

Information Systems and the Service Economy: A Multidimensional Perspective
Steven Alter, Uri Gal, David Lipien, Kalle Lyytinen, and Nancy Russo

The Servicitization of Peer Production: Reflections on the Open Source Software Experience
Joseph Feller, Patrick Finnegan, Björn Lundell, and Olof Nilsson

eHealth: Redefining Health Care in the Light of Technology
Mike W. Chiasson, Donal Flynn, Bonnie Kaplan, Pascale Lehoux, and Cynthia LeRouge

Part 6: Workshop Paper Contributions

The Information Services View
Matt Germonprez and Dirk Hovorka

An Epistemology of Organizational Emergence: The Tripartite Domains of Organizational Discourse and the Servitization of IBM
Michelle Carter, Hirotoshi Takeda, and Duane Truex

Organizational Learning in Health Care: Situating Free and Open Source Software
Gianluca Miscione and Margunn Aanestad

Understanding the Exchange Intention of an Individual Blogger
Wee-Kek Tan, Chuan-Hoo Tan, and Hock-Hai Teo

Toward Understanding the Capability Cycle of Software Process Improvement: A Case Study of a Software Service Company
Yu Tong, Lingling Xu, and Shanling Pan

A Case Study Approach to Examining Service Information Requirements
Rachel Cuthbert, Paris Pennesi, and Duncan McFarlane