Service Development as Action Design Research: Reporting on a Servitized E-Recruiting Portal

In this paper we reflect retrospectively on an e-recruiting service design and development project action design research. The project itself pre-dated the publication of the Action Design Research Method by Sein, Henfridsson et al., (2011). When viewed as action design research, we find that many of the principles of ADR, such as defining the problem as an instance of a class of problem, practice inspired research, mutually influential roles and guided emergence are not only synergistic with service design, but in fact, the effective design of services embeds and requires a similar approach. To this extent, we considered ADR to be an appropriate choice for services research, development and implementation at the nexus of theory and practice. We further identified some extensions and elaborations to the ADR method in a service development context. In particular, we posit that guided emergence occurs between the theoretical foundations of a service project and the artefact development, as well as between the artefact development and the organizational context. We find that in a multi-disciplinary project, theoretical contributions may be emergent, and multiple theoretical contributions are possible using a range of different lenses. We also identify some practical difficulties with reporting the learning from service development projects. Overall, we found that ADR was likely to be a highly appropriate approach for framing and deriving learning from innovative service design projects, but may require further enhancement

Reconceptualizing and Theorizing About Digital Consumer Services: a Critical Review

A large and heterogeneous literature, with competing and overlapping definitions, that is manifestly dated and inappropriate to contemporary digital consumer services, is impeding progress in digital services research. This conceptual paper offers of this discourse. We propose and outline methodological approaches for reconceptualising digital services and outcomes

Electronic HRM: four decades of research on adoption and consequences

Despite the existence of a number of recent reviews of e-HRM research, we still lack a comprehensive understanding of the factors affecting the adoption and consequences of e-HRM. This paper therefore provides a review of four decades of research in this area with the aim to provide a summary and integrative framework as a basis for future research. We found that the factors affecting the adoption of e-HRM can be divided into three areas: technology; organization; and people – we refer to this as the ‘TOP’ framework. In line with we divide consequences into those that are operational, relational and transformational. We also found that there has been a shift both in the goals for e-HRM, from efficiency to improved HR service provision and the strategic reorientation of HR departments; but also that the type of consequences that the literature focuses on has also changed from operational effects, to relational and then transformational outcomes. The paper discussed these shifts in some detail, along with the implications for future research and practice

RECONCEPTUALIZING DIGITAL SERVICE QUALITY: A CALL-TO-ACTION AND RESEARCH APPROACH

The nature of services and service delivery has been changing rapidly since the 1980’s when many seminal papers in services research were published. Services are increasingly digital, or have a digital component. Further, a large and heterogeneous literature, with competing and overlapping definitions, many of which are dated and inappropriate to contemporary digital services offerings is impeding progress in digital services research. In this conceptual paper, we offer a critical review of some existing conceptualizations of services and digital services. We argue that an inductive approach to understanding cognition about digital services is required to develop a taxonomy of digital services and a new vocabulary. We argue that this is a pre-requisite to theorizing about digital services, including understanding quality drivers, value propositions, and quality determinants for different digital service types. We propose a research approach for reconceptualising digital services and service quality, and outline methodological approaches and outcomes

Introduction to the Special Issue: The Literature Review in Information Systems

There has been a flowering of scholarly interest in the literature review as a research method in the information systems discipline. We feel privileged to contribute to this conversation and introduce the work of the authors represented in this special issue. Some of the highlights include three new methods for conducting literature analysis and guidelines, tutorials, and approaches for coping with some of the challenges involved in carrying out a literature review. Of the three “new method” papers, one (ontological meta-analysis and synthesis) is entirely new, and two (stylized facts and critical discourse analysis) are novel in the information systems context. The other four paper address more general issues: the challenges of effective search strategies when confronted with the burgeoning volume of research available, a detailed tool-supported approach for conducting a rigorous review, a detailed tutorial for conducting a qualitative literature review, and a discussion of quality issues. Collectively, the papers place emphasis beyond the traditional “narrative synthesis” on the importance of selecting the appropriate approach for the research context and the importance of attention to quality and transparency at all stages of the process, regardless of which approach is adopted

Achieving Rigor in Literature Reviews: Insights from Qualitative Data Analysis and Tool-Support

It is important for researchers to efficiently conduct quality literature studies. Hence, a structured and efficient approach is essential. We overview work that has demonstrated the potential for using software tools in literature reviews. We highlight the untapped opportunities in using an end-to-end tool-supported literature review methodology. Qualitative data-analysis tools such as NVivo are immensely useful as a means to analyze, synthesize, and write up literature reviews. In this paper, we describe how to organize and prepare papers for analysis and provide detailed guidelines for actually coding and analyzing papers, including detailed illustrative strategies to effectively write up and present the results. We present a detailed case study as an illustrative example of the proposed approach put into practice. We discuss the means, value, and also pitfalls of applying tool-supported literature review approaches. We contribute to the literature by proposing a four-phased tool-supported methodology that serves as best practice in conducting literature reviews in IS. By viewing the literature review process as a qualitative study and treating the literature as the “data set”, we address the complex puzzle of how best to extract relevant literature and justify its scope, relevance, and quality. We provide systematic guidelines for novice IS researchers seeking to conduct a robust literature review

Localising versus standardising electronic human resource management: complexities and tensions between HRM and IT departments

In this paper, we provide an analysis of the complexities involved during global e-HRM (Electronic Human Resource Management) implementation. We present findings from a case study on the challenge of global integration versus local responsiveness of e-HRM systems. We take a local site lens, analysing the experiences of a local IT department in charge of implementing a global e-HRM strategy. Although this implementation was hailed as a success by the organisation, there were many unexpected and negative outcomes at the local level. These appeared to arise from a nonparticipative approach by global IT, with inadequate consideration of changes in the role, relationships and relative power of the local IT and HR teams. We suggest that desired corporate IT outcomes should not be forced on the local units at the expense of flexibility in equally important local HR initiatives. However, balancing the requirements of HR flexibility and system standardisation in a large-size, multinational firm is non-trivial

Service behaviours of highly committed financial consultants

Purpose: The purpose of this paper is to examine the service behaviours of highly committed consultants engaged in face‐to‐face service provision with customers in the financial‐services industry. Design/methodology/approach: In‐depth interviews are conducted with 41 financial consultants (from 30 financial‐service firms) in Austria. The qualitative data are then rigorously analysed and coded to identify categories of behaviours of highly committed financial consultants. Findings: In total, 15 behaviours of highly committed financial consultants are identified. These behaviours are shown to include both “in‐role” behaviours and “extra‐role” behaviours. The study also finds that service behaviours of highly committed financial consultants change over time. Employed and self‐employed financial consultants are found to have the same high‐commitment behaviours; however, employed consultants tend to experience conflicts between organisational commitment and customer commitment, whereas self‐employed consultants tend to experience conflicts between their own self interests and the interests of their customers. Research limitations/implications: The study did not examine whether age and experience influence behavioural differences. Nor did the study address the question of behaviours that are typical of low‐commitment service delivery. Future research could objectively record the behaviours (by audio‐recording and/or video‐recording) to reduce the possibility of self‐serving bias by respondents in reporting their behaviours. Practical implications: The study provides guidance for managers who wish to encourage and reward highly committed service behaviours among employees. Originality/value: Little research has been conducted into the actual behaviours of financial consultants while delivering services. Moreover, previous studies of organisational commitment have utilised quantitative methodologies to assess attitudes, whereas this study adopts a qualitative approach and examines actual behaviours of high work commitment