Information Technology in the Service Economy

This book represents the compilation of papers presented at the IFIP Working Group 8. 2 conference entitled Information Technology in the Service Economy: Challenges st and Possibilities for the 21 Century. The conference took place at Ryerson University, Toronto, Canada, on August 10 13, 2008. Par ticipation in the conference spanned the continents from Asia to Europe with paper submissions global in focus as well. Conference submissions included complete d research papers and research in progress reports. Papers submitted to the conference went through a double blind review process in which the program co chairs, an associate editor, and reviewers provided assessments and recommendations. The editor ial efforts of the associate editors and reviewers in this process were outstanding. To foster high quality research publications in this field of study, authors of accepted pape rs were then invited to revise and resubmit their work. Through this rigorous review and revision process, 12 completed research papers and 11 research in progress reports were accepted for presentation and publica tion. Paper workshop sessions were also esta blished to provide authors of emergent work an opportunity to receive feedback fromthe IF IP 8. 2 community. Abstracts of these new projects are included in this volume. Four panels were presented at the conference to provide discussion forums for the varied aspect s of IT, service, and globalization. Panel abstracts are also included here.

The papers in this volume were peer-reviewed and carefully selected Much information in this series is published in advance of journal publication The contributors in this volume are world-renowned experts in their field Includes supplementary material: sn.pub/extras

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International Federation for Information Processing

The IFIP series publishes state-of-the-art results in the sciences and technologies of information and communication. The scope of the series includes: foundations of computer science; software theory and practice; education; computer applications in technology; communication systems; systems modeling and optimization; information systems; computers and society; computer systems technology; security and protection in information processing systems; artificial intelligence; and human-computer interaction. Proceedings and post-proceedings of refereed international conferences in computer science and interdisciplinary fields are featured. These results often precede journal publication and represent the most current research. The principal aim of the IFIP series is to encourage education and the dissemination and exchange of information about all aspects of computing.

For more information about the 300 other books in the IFIP series, please visit www.springer.com.

For more information about IFIP, please visit www.ifip.org.

Contenu
Conceptualizing and Theorizing about IT-Enabled Services.- Exploring the Diversity of Service Worlds in the Service Economy.- ICTs and Global Working in a Non-Flat World.- Exploring the Influence of Socio-Emotional Factors on Knowledge Management Practices: A Case Study.- Compliance-as-a-Service in Information Technology Manufacturing Organizations: An Exploratory Case Study.- Service System Innovation.- Rhizomatic Informatics: The Case of Ivy University.- The Influence of Subgroup Dynamics on Knowledge Coordination in Distributed Software Development Teams: A Transactive Memory System and Group Faultline Perspective.- The Service Behind the Service: Sensegiving in the Service Economy.- IT-Enabled Services in Industry Settings.- Possibilities and Challenges of Transition to Ambulant Health Service Delivery with ICT Support in Psychiatry.- Transforming Work Practices in a Complex Environment.- Virtuality and Non-Virtuality in Remote Stock Trading.- Bazaar by Design: Managing Interfirm Exchanges in an Open Source Service Network.- Emerging Technologies in the Service Sector: An Early Exploration of Item-Level RFID on the Fashion Sales Floor.- The Computerization of Service: Evidence of Information and Communication Technologies in Real Estate.- IT-Enabled Change in Public Sector Services.- E-Government and Changes in the Public Sector: The Case of Greece.- Bandwithing Together: Municipalities as Service Providers in a Policy Environment.- Analyzing Public Open Source Policy: The Case Study of Venezuela.- Co-Orienting the Object: An Activity-Theoretical Analysis of the UK's National Program for Information Technology.- A Multivocal and Multilevel Institutionalist Perspective to Analyze Information Technology-Enabled Change in the Public Service in Africa.- Outsourcingand Globalization of IT Services.- Legitimacy Management and Trust in Offshoring Information Technology Services.- Information Technology Outsourcing in the Service Economy: Client Maturity and Knowledge/Power Asymmetries.- How Information Systems Providers Develop and Manage Expertise and Leverage Their Client Relationships for Competitive Advantage.- Mind the Gap! Understanding Knowledge in Global Software Teams.- Complicating Utopian and Dystopian Views of Automation: An Investigation of the Work and Knowledge Involved in the Call Center Offshoring Industry in India.- Panels.- Turning Products into Services and Services into Products: Contradictory Implications of Information Technology in the Service Economy.- Information Systems and the Service Economy: A Multidimensional Perspective.- The Servicitization of Peer Production: Reflections on the Open Source Software Experience.- eHealth: Redefining Health Care in the Light of Technology.- Workshop Paper Contributions.- The Information Services View.- An Epistemology of Organizational Emergence: The Tripartite Domains of Organizational Discourse and the Servitization of IBM.- Organizational Learning in Health Care: Situating Free and Open Source Software.- Understanding the Exchange Intention of an Individual Blogger.- Toward Understanding the Capability Cycle of Software Process Improvement: A Case Study of a Software Service Company.- A Case Study Approach to Examining Service Information Requirements.