Skip to main content
SpringerLink
Log in

BI-in-Practice: A Look at How BI Enacts Framing Contests and Affects the Service Transition Path

  • Chapter
  • First Online:
Practices and Tools for Servitization

Abstract

This chapter suggests the notion of business intelligence (BI)-in-practice to explore the roots of the contests of manufacturing and service cultures as they make sense of BI during servitization. This chapter demonstrates that these contests are rooted in (1) the incongruences between the technological frames of reference (TFR) of the two cultures and (2) the incongruences between the types of affordances manufacturing and service cultures enact as they use BI. This chapter posits that the framing contests yield unintended outcomes at the second stage of service transition unless both cultures converge their TFR and appropriation of affordances from BI features.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 169.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 219.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 219.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Barr, P. (1998). Adapting to unfamiliar environmental events: A look at the evolution of interpretation and its role in strategic change. Organization Science, 9, 644–669.

    Article  Google Scholar 

  • Bartunek, J. M., & Moch, M. K. (1987). First-order, second-order, and third-order change and organization development interventions: A cognitive approach. The Journal of Applied Behavioral Science, 23(4), 483–500.

    Article  Google Scholar 

  • Benedettini, O., Neely, A., & Swink, M. (2015). Why do servitized firms fail? A risk-based explanation. International Journal of Operations & Production Management, 35(6), 946–979.

    Article  Google Scholar 

  • Berger, P., & Luckmann, T. (1967). The social construction of reality. New York: Anchor Books.

    Google Scholar 

  • Brummans, B., Putnam, L., Gray, B., Hanke, R., Lewicki, R. J., & Wiethoff, C. (2008). Making sense of intractable multiparty conflict: A study of framing in four environmental disputes. Communication Monographs, 75(1), 25–51.

    Article  Google Scholar 

  • Burton-Jones, A., & Straub, D. W. (2006). Re-conceptualizing system usage: An approach and empirical tests. Information Systems Research, 17(3), 228–246.

    Article  Google Scholar 

  • Chaudhuri, S., Dayal, U., & Narasayya, V. (2011). An overview of business intelligence technology. Communications of the ACM, 54(8), 88.

    Article  Google Scholar 

  • Choo, W. C. (2002). Sensemaking, knowledge creation, and decision making: Organizational knowing as emergent strategy. In C. W. Choo & N. Bontis (Eds.), Strategic management of intellectual capital and organizational knowledge (pp. 79–89). Oxford: Oxford University Press.

    Google Scholar 

  • Davern, M., Shaft, M., & Te’eni, D. (2012). Cognition matters: Enduring questions in cognitive IS research. Journal of the Association for Information Systems, 13, 273–314.

    Article  Google Scholar 

  • Davidson, A. (2002). Technology frames and framing: A socio-cognitive investigation of requirements determination. MIS Quarterly, 26(4), 329–358.

    Article  Google Scholar 

  • Davidson, E. (2006). A technological frames perspective on information technology and organizational change. The Journal of Applied Behavioral Science, 42(1), 23–39.

    Article  Google Scholar 

  • Galbraith, J. R. (2002). Organizing to deliver solutions. Organizational Dynamics, 31(2), 194–207.

    Article  Google Scholar 

  • Garreau, L., Mouricou, P., & Grimand, A. (2015). Drawing on the map: An exploration of strategic sensemaking/giving practices using visual representations. British Journal of Management, 26(4), 689–712.

    Article  Google Scholar 

  • Gartner Press. (2014). Predicts 2014: Don’t try to prevent the digital revolution, exploit IT now. Gartner, Inc.

    Google Scholar 

  • Gebauer, H., Fleisch, E., & Friedli, T. (2005). Overcoming the service paradox in manufacturing companies. European Management Journal, 23(1), 14–26.

    Article  Google Scholar 

  • Gephart, R. (2004). Sensemaking and the new media at work. American Behavioral Scientist, 48, 479–495.

    Article  Google Scholar 

  • Gibson, J. J. (1986). The ecological approach to visual perception L. Hillsdale, NJ: Lawrence Erlbaum.

    Google Scholar 

  • Guzzo, R. A., & Shea, G. P. (1992). Group performance and intergroup relations in organizations. In M. D. Dunnette & L. M. Hough (Eds.), Handbook of industrial and organizational psychology (pp. 269–313). Palo ALto, CA: Consulting Psychologists Press.

    Google Scholar 

  • Heisterber, R., & Verma, A. (2014). Creating business agility. Hoboken, NJ: Wiley.

    Google Scholar 

  • Homburg, C., Fassnacht, M., & Guenther, C. (2003). The role of soft factors in implementing a service-oriented strategy in industrial marketing companies. Journal of Business to Business Marketing, 10(2), 23–51.

    Article  Google Scholar 

  • Jarzabkowski, P., & Kaplan, S. (2015). Strategy tools-in-use: A framework for understanding “technologies of rationality” in practice. Strategic Management Journal, 36(4), 537–558.

    Article  Google Scholar 

  • Kaptelinin, V., & Nardi, B. A. (2006). Acting with technology: Activity theory and interaction design. Cambridge, MA: MIT Press.

    Google Scholar 

  • Kindström, D., Kowalkowski, C., & Nordin, F. (2012). Visualizing the value of service- based offerings: Empirical findings from the manufacturing industry. Journal of Business & Industrial Marketing, 27(7), 538–546.

    Article  Google Scholar 

  • Kowalkowski, C., & Brehmer, P. O. (2008). Technology as a driver for changing customer-provider interfaces. Management Research News, 31(10), 746–757.

    Article  Google Scholar 

  • Kowalkowski, C., Brehmer, P. O., & Kindström, D. (2009). Managing industrial service offerings: Requirements on content and processes. International Journal of Services Technology and Management, 11(1), 42.

    Article  Google Scholar 

  • Kowalkowski, C., Kindström, D., Alejandro, T. B., Brege, S., & Biggemann, S. (2012). Service infusion as agile incrementalism in action. Journal of Business Research, 65(6), 765–772.

    Article  Google Scholar 

  • Kowalkowski, C., Kindström, D., & Gebauer, H. (2013). ICT as a catalyst for service business orientation. Journal of Business & Industrial Marketing, 28(6), 506–513.

    Article  Google Scholar 

  • Leonardi, P. M. (2013). When does technology use enable network change in organizations? A comparative study of feature use and shared affordances. MIS Quarterly, 37(3), 749–776.

    Article  Google Scholar 

  • Markus, M. L., & Silver, M. S. (2008). A foundation for the study of IT effects: A new look at DeSanctis and Poole’s concepts of structural features and spirit. Journal of the Association for Information Systems, 9(10), 609–632.

    Article  Google Scholar 

  • Matthyssens, P., & Vandenbempt, K. (2008). Moving from basic offerings to value-added solutions: Strategies, barriers and alignment. Industrial Marketing Management, 37(3), 316–328.

    Article  Google Scholar 

  • Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160–172.

    Article  Google Scholar 

  • Orlikowski, W. J. (2000). Using technology and constituting structures: A practice lens for studying technology in organizations. Organization Science, 11(4), 404–428.

    Article  Google Scholar 

  • Orlikowski, W. J., & Gash, D. C. (1992). Changing frames: Understanding technological change in organizations. Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, (236), 1–48.

    Google Scholar 

  • Orlikowski, W. J., & Gash, D. C. (1994). Technological frames: Making sense of information technology in organizations. ACM Transactions on Information Systems, 12(2), 174–207.

    Article  Google Scholar 

  • Pinch, T., & Bijker, W. (1987). The social construction of facts and artifacts. In W. E. Bijker, T. P. Hughes, & T. J. Pinch (Eds.), The social construction of technological systems (pp. 17–50). Cambridge, MA: MIT Press.

    Google Scholar 

  • Sawhney, M. (2006). Going beyond the product: Defining, designing and delivering customer solutions. In R. F. Lusch & S. L. Vargo (Eds.), The service dominant logic of marketing dialogue debate and directions (pp. 365–380). New York: M.E. Sharpe.

    Google Scholar 

  • Schultze, U. (2000). A confessional account of an ethnography about knowledge work. MIS Quarterly, 24(3), 3–41.

    Article  Google Scholar 

  • Shollo, A., & Galliers, R. D. (2016). Towards an understanding of the role of business intelligence systems in organisational knowing. Information Systems Journal, 26(4), 339–367.

    Article  Google Scholar 

  • Thompson, J. D. (1967). Organizations in action: Social science bases of administrative theory. New York: McGraw-Hill.

    Google Scholar 

  • Tichy, N. (1974). Agents of planned social change: Congruence of values, cognitions, and actions. Administrative Science Quarterly, 19, 164–182.

    Article  Google Scholar 

  • Vandermerwe, S., & Rada, J. (1988). Servitization of business: Adding value by adding services. European Management Journal, 6(4), 314–324.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Vaasa, Vaasa, Finland

    Yassine Talaoui

Authors
  1. Yassine Talaoui
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Yassine Talaoui .

Editor information

Editors and Affiliations

  1. University of Vaasa, Vaasa, Finland

    Marko Kohtamäki

  2. Aston Business School, Aston University, Birmingham, United Kingdom

    Tim Baines

  3. University of Vaasa, Vaasa, Finland

    Rodrigo Rabetino

  4. Aston Business School, Aston University, Birmingham, United Kingdom

    Ali Z. Bigdeli

Rights and permissions

Reprints and permissions

Copyright information

© 2018 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer International Publishing AG, part of Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Talaoui, Y. (2018). BI-in-Practice: A Look at How BI Enacts Framing Contests and Affects the Service Transition Path. In: Kohtamäki, M., Baines, T., Rabetino, R., Bigdeli, A. (eds) Practices and Tools for Servitization. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-76517-4_13

Download citation

Publish with us

Policies and ethics

Search

Navigation