A technology‐centric framework for investigating business operations

Abstract

Purpose -This paper seeks to explore the necessity to incorporate technology as a key component in studying business operations of industrial entities. Design/methodology/approach -Reviews of key management theories that shaped organization-centric and process-centric views in industrial management research are conducted. The paper then identifies the limitations of these two schools of thinking and develops a technology-centric framework that integrates technology, organization, and process in general. A series of case studies that apply the framework at multiple levels of observations are presented. The research concludes with theoretical and managerial implications. Findings -This paper presents a "trinity" framework that includes three core constructs that can simultaneously develop into variants. Technology as a holistic concept must be taken into consideration when researchers or practitioners take a dynamic view to study business entities. A multi-dimensional, technology-centric framework acknowledges technology as the transformational resource and helps the practitioners and researchers to examine technology as potential facilitators for organizational operations. Originality/value -A review of the cases found that technology, organizational structures, and business processes impact one another. Firms' actions are indicative that in today's technology-intensive environment, organizational structures and business processes need to be developed or modified in coordination with technological development. In doing so, organizations will gain the potential to harvest benefits from technology-organization-process integration.

Benefits of Blockchain Initiatives for Value-Based Care: Proposed Framework

“…For example, Zachman’s framework [60] evaluates business-IT alignment in detail but lacks a holistic governance framework. Similarly, the human-computer interaction [61] and technology-centric frameworks [62] provide insights into developing intuitive and interactive IS, but they do not focus on assessing the impact of these systems from external and financial perspectives. Additionally, the interrelationships between the various functional areas in an organization are overlooked in these frameworks.…”

Technology-Based Service Encounter—A Study of the Use of E-Mail as a Booking Tool in Hotels

“…The world is becoming increasingly characterized by technology-facilitated transactions [9] [16]. Growing numbers of customers interact with technology to create service outcomes instead of interacting with a service firm employee [7] [15].…”

“…Buyer-seller interactions during the service encounter have historically taken place on an interpersonal basis [9]- [17]. Recent research has recognized the critical importance of technology in the delivering of services [4] [5] [7] [25]- [27].…”

“…As an effective medium for the relationship between guests and hoteliers, it can improve pre-and after-sales service and enhance customer relationships [45] [58]. Its potential as a means of making reservations is remarkable [9] [51]. More and more people make reservations online and travel seems to be a typical service category sold on the Internet.…”

“…As noted above, there has been unprecedented resurgence of academic as well as practitioner interest in the salient features and dynamics of interpersonal interactions between service providers and customers [9]- [19]. Customer interactions with technological interfaces in hospitality sector, on the other hand, are under researched [4].…”