Abstract
In the past decades the service sector has turned out to be more predominant and extremely profitable compared to the more traditional industries. It is very dependent on reliable, instant and meaningful information in order to fulfill customer needs and thus create satisfaction. This high level of information dependency and fierce competition increased the need for powerful and useful ICT applications and has led to a substantial increase in ICT investments. Yet, these investments do not automatically and directly create wealth - only the products and services that are generated through the usage of the ICT application by the users do (Leverick et al. 1998). This indicates that the users of the ICT application determine the effectiveness of ICT investments. Most ICT applications -hardware as well as software- are standardized and can be purchased on the open market. Software applications are sometimes programmed to fit the users’ usage objectives. However, due to the high risk failure, they are also frequently purchased as well on the open market. This makes the user of the ICT application, the employee, essential for the company’s success (Hitt et al. 2001). Therefore, to shed some light on this issue the interaction between the employee and the ICT application needs to be studied. This is in line with results and recommendations from service management practice. Heracleous et al. (2006) conclude that Singapore Airlines is able to sustain an innovation orientation in order to fulfill rising customers’ expectations and deliver at the same time uniform and personalized service. This is achieved by centralized innovation as well as decentralized continuous improvement. Stauss et al. (2005) provide an example and conclude that customer frustration should be dealt with by empowering employees to act and conduct a dialog based on detailed information without involving customers extensively. This requires customized systems to register and maintain complaint information.
We would like to thank Rita Walczuch, Associate Professor of Information Management at Maastricht University for her advice and contribution to this paper.
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Lemmink, J.G.A.M., Güllich, M.A. (2007). Employees’ ICT Customization Decisions in a Banking Context. In: Gouthier, M.H.J., Coenen, C., Schulze, H.S., Wegmann, C. (eds) Service Excellence als Impulsgeber. Gabler. https://doi.org/10.1007/978-3-8349-9544-5_7
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