From product-centric to customer-centric services in a financial institution – exploring the organizational challenges of the transition process

Marjanovic, O; Murthy, V

From product-centric to customer-centric services in a financial institution – exploring the organizational challenges of the transition process

Marjanovic, O

Murthy, V

Permalink

Publisher:: SPRINGER
Publication Type:: Journal Article
Citation:: Information Systems Frontiers, 2016, 18, (3), pp. 479-497
Issue Date:: 2016-06-01

Closed Access

	Filename	Description	Size
	From_product-centric_to_custom.pdf	Published version	1.22 MB	Adobe PDF	View/Open

Copyright Clearance Process

Recently Added
In Progress
Closed Access

This item is closed access and not available.

Full metadata record

Field	Value	Language
dc.contributor.author	Marjanovic, O https://orcid.org/0000-0001-8362-0982
dc.contributor.author	Murthy, V
dc.date.accessioned	2022-01-11T23:30:10Z
dc.date.available	2022-01-11T23:30:10Z
dc.date.issued	2016-06-01
dc.identifier.citation	Information Systems Frontiers, 2016, 18, (3), pp. 479-497
dc.identifier.issn	1387-3326
dc.identifier.issn	1572-9419
dc.identifier.uri	http://hdl.handle.net/10453/152941
dc.description.abstract	This research aims to contribute to an increased understanding of the strategic, cultural and other organizational challenges in a transition process from product-centric to customer-centric services. The paper describes an exploratory case study, conducted in a complex financial services organization in the context of their customer-facing services. The transition process was examined through the theoretical lens of Work System Theory (WST), following the argument made by previous researchers that service systems could be seen as work systems. This holistic theory enabled us to capture the three key phases of the transition process as work systems snapshots and through their evolving relationships show the manner in which the transitions occurred from one phase to another. This innovative approach provided the researchers with an in-depth insight into key issues related to organizational environment, strategy, customers, products and services, processes and activities, participants, and information and technologies – all relevant for each phase of the transition process. This research contributes to both information systems (IS) and service science research, bringing the key service research priority of “service infusion” to the attention of IS researchers.
dc.language	English
dc.publisher	SPRINGER
dc.relation.ispartof	Information Systems Frontiers
dc.relation.isbasedon	10.1007/s10796-015-9606-x
dc.rights	info:eu-repo/semantics/closedAccess
dc.subject	0806 Information Systems
dc.subject.classification	Information Systems
dc.title	From product-centric to customer-centric services in a financial institution – exploring the organizational challenges of the transition process
dc.type	Journal Article
utslib.citation.volume	18
utslib.for	0806 Information Systems
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Professional Practice and Leadership
pubs.organisational-group	/University of Technology Sydney/Strength - PERSWADE - Centre on Persuasive Systems for Wise Adaptive Living
utslib.copyright.status	closed_access	*
dc.date.updated	2022-01-11T23:30:09Z
pubs.issue	3
pubs.publication-status	Published
pubs.volume	18
utslib.citation.issue	3

Abstract:

This research aims to contribute to an increased understanding of the strategic, cultural and other organizational challenges in a transition process from product-centric to customer-centric services. The paper describes an exploratory case study, conducted in a complex financial services organization in the context of their customer-facing services. The transition process was examined through the theoretical lens of Work System Theory (WST), following the argument made by previous researchers that service systems could be seen as work systems. This holistic theory enabled us to capture the three key phases of the transition process as work systems snapshots and through their evolving relationships show the manner in which the transitions occurred from one phase to another. This innovative approach provided the researchers with an in-depth insight into key issues related to organizational environment, strategy, customers, products and services, processes and activities, participants, and information and technologies – all relevant for each phase of the transition process. This research contributes to both information systems (IS) and service science research, bringing the key service research priority of “service infusion” to the attention of IS researchers.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/152941