Eng Chew

As service centred organisations become and focused on the customer, values are co-created with their customers through organisational capabilities. The central part of these capabilities is knowledge which is directly supported by information technology and the relationships between the service firms’ knowledge, capabilities, IT and strategy is essential for superior value co-creation with customers. Knowledge Driven Service Innovation and Management: IT Strategies for Business Alignment and Value Creation provides a comprehensive collection of research and analysis on the principles of service, knowledge and organisational capabilities. This book aims to clarify IT strategy procedures and management practices and how they are used to shape a firm’s knowledge organisations as well as facilitate service innovation and customer value co-creation.