0000000000594916
AUTHOR
Michael C. Newman
How does information technology– based service degradation influence consumers’ use of services? An information technology–based service degradation decision theory
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedi…
The public procurement of information systems: dialectics in requirements specification
When acquiring information systems, public entities face a dilemma. On the one hand, they want to procure the system that best suits their needs, which often requires lengthy dialogues with vendors. At the same time, they are restricted by government regulations that mandate limited dialogue in the interests of transparency and equal opportunities for all vendors. To examine how public entities deal with this, we followed three procurement projects in Norway. We show that this dilemma manifests itself as a dialectic between the thesis of getting the system requirements right and the antithesis of strictly adhering to regulations. Public entities search for a resolution of this dialectic thr…
The Public Procurement of IS - A Process View
This paper addresses a lack of research into public procurement of information systems, especially from a process focus. Three case studies from IS procurement in Norwegian municipalities are presented. By following one of the procurements in detail, the paper shows a process with a very strict phased division, an approach quite different from today's agile system development methods. The cases show the importance of the requirement specification which is completed before talking to vendors. They also show the need for clarifying the content of the offer, through a dialogue with the vendor. A number of critical incidents are identified, involving the interests of different stakeholders. Con…