Towards the Ambidexterity of Service Processes:Implications for the Managing of IT Usage and Organization Learning

摘要：

　　In this study,we develop a conceptual model to illuminate how firms can better compete through senvice basing on a process view.In accordance with the thought of organizational ambidexterity,we firstly suggest that the efficiency and flexibility in the operation of service process are equally important for organizations desiring to achieve a superior service performance.Additionally,considering that the ambidextrous behavior of organization members is an effective mechanism to attain ambidexterity,we identify two kinds of service behaviors as the crux to promote the ambidextrous state of service processes,concerning IT usage of service personnel and learning behavior of service leaders respectively.

关键词： service process IT usage organization learning ambidexterity

作者: Rong XIE Hong LING Yi SUN Cheng ZHANG

作者单位: School of Management, Fudan University, Shanghai, China2School of Computer Science, Fudan University School of Computer Science, Fudan University, Shanghai, China

会议类型: 国际会议

会议名称: The Twelfth Wuhan International Conference on E-Business(第十二届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 808-814

在线出版日期: 2013-05-25（万方平台首次上网日期，不代表论文的发表时间）