Essays on E-Service Management: IT Servitization Under SOA and CRM Domains

Persistent Link:
http://hdl.handle.net/10150/242365
Title:
Essays on E-Service Management: IT Servitization Under SOA and CRM Domains
Author:
Ilk, Noyan
Issue Date:
2012
Publisher:
The University of Arizona.
Rights:
Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.
Abstract:
We are living in a world of service economy. Global markets have radically transformed from product-based industrial structures to service-based post-industrial ones over the past fifty years. IT has catalyzed a significant portion of this transformation. Advances in IT have not only alleviated the accessibility of existing service systems, but also enabled Servitization of products and commodities that were delivered through traditional mediums. Ironically, IT itself has been a commodity that has met its own share of Servitization. Hardware computing resources have been virtualized, whereas software and media content have been delivered through distributed networks. Causing a paradigm shift on how IT is delivered and used, Servitization of IT is expected to impose technical, economical and managerial challenges in various business domains of organizations. In this dissertation, I develop novel methods and policies to overcome such challenges. By conducting four closely related studies, I address common IT Servitization problems encountered in the service-oriented architecture and customer relationship management domains. Specifically, I make the following contributions: (1) in study one, I work on the efficient creation of software services out of legacy software by annotating source code components of an IT system with business semantics. The approach facilitates source code reuse in developing new web services. (2) In study two, I develop a financial valuation model for SOA investments. The model quantifies evident and elusive costs and benefits of SOA and supports managerial decision making regarding the investment. (3) In study three, I investigate the deployment of live-chat online service channels by evaluating the impact of priority-based admission control policies. I show that under imperfect profiling of customer types, reserve-type admission control policies may have negative consequences for the entire system. (4) In study four, I investigate the value of adding flexibility in live-chat contact centers. Contrary to the service management literature, I find out that cross-training of agents in large contact centers suffers from switching costs as well as capacity shifting inefficiencies. Methods, models and policies proposed in this dissertation are expected to contribute towards understanding the short-term applicability and long-term impact of service-orientation and IT Servitization in business organizations.
Type:
text; Electronic Dissertation
Keywords:
Management Information Systems
Degree Name:
Ph.D.
Degree Level:
doctoral
Degree Program:
Graduate College; Management Information Systems
Degree Grantor:
University of Arizona
Advisor:
Goes, Paulo B.; Zhao, J. Leon

Full metadata record

DC FieldValue Language
dc.language.isoenen_US
dc.titleEssays on E-Service Management: IT Servitization Under SOA and CRM Domainsen_US
dc.creatorIlk, Noyanen_US
dc.contributor.authorIlk, Noyanen_US
dc.date.issued2012-
dc.publisherThe University of Arizona.en_US
dc.rightsCopyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.en_US
dc.description.abstractWe are living in a world of service economy. Global markets have radically transformed from product-based industrial structures to service-based post-industrial ones over the past fifty years. IT has catalyzed a significant portion of this transformation. Advances in IT have not only alleviated the accessibility of existing service systems, but also enabled Servitization of products and commodities that were delivered through traditional mediums. Ironically, IT itself has been a commodity that has met its own share of Servitization. Hardware computing resources have been virtualized, whereas software and media content have been delivered through distributed networks. Causing a paradigm shift on how IT is delivered and used, Servitization of IT is expected to impose technical, economical and managerial challenges in various business domains of organizations. In this dissertation, I develop novel methods and policies to overcome such challenges. By conducting four closely related studies, I address common IT Servitization problems encountered in the service-oriented architecture and customer relationship management domains. Specifically, I make the following contributions: (1) in study one, I work on the efficient creation of software services out of legacy software by annotating source code components of an IT system with business semantics. The approach facilitates source code reuse in developing new web services. (2) In study two, I develop a financial valuation model for SOA investments. The model quantifies evident and elusive costs and benefits of SOA and supports managerial decision making regarding the investment. (3) In study three, I investigate the deployment of live-chat online service channels by evaluating the impact of priority-based admission control policies. I show that under imperfect profiling of customer types, reserve-type admission control policies may have negative consequences for the entire system. (4) In study four, I investigate the value of adding flexibility in live-chat contact centers. Contrary to the service management literature, I find out that cross-training of agents in large contact centers suffers from switching costs as well as capacity shifting inefficiencies. Methods, models and policies proposed in this dissertation are expected to contribute towards understanding the short-term applicability and long-term impact of service-orientation and IT Servitization in business organizations.en_US
dc.typetexten_US
dc.typeElectronic Dissertationen_US
dc.subjectManagement Information Systemsen_US
thesis.degree.namePh.D.en_US
thesis.degree.leveldoctoralen_US
thesis.degree.disciplineGraduate Collegeen_US
thesis.degree.disciplineManagement Information Systemsen_US
thesis.degree.grantorUniversity of Arizonaen_US
dc.contributor.advisorGoes, Paulo B.en_US
dc.contributor.advisorZhao, J. Leonen_US
dc.contributor.committeememberKonsynski, Benn R.en_US
dc.contributor.committeememberPingry, David E.en_US
dc.contributor.committeememberLin, Mingfengen_US
dc.contributor.committeememberGoes, Paulo B.en_US
dc.contributor.committeememberZhao, J. Leonen_US
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