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A Systematic Framework of IT-Enabled Service Research towards Formulating Research Questions in IS Realm

In the past few years service computing has been gradually shaping a new Information Technology (IT) branch and shifting conventional paradigms of business practices and research. Such a transformation involving both technology and management issues, is triggering a hot discussion in the Information Systems (IS) community. Currently, however, little research is available to explore and identify the topics related to service research that IS researchers can undertake. As such, this paper proposes a systematic framework of IT-enabled service research with the purpose of discovering in what scenarios IS researchers can be involved. The developed framework, represented by a hierarchical model along with a relational model, is systematically derived from extant MIS literature using General System Theory (GST). In addition, how to deploy this framework in actual research is discussed from the perspective of formulating research questions. Validation of the framework is achieved by mapping the extant literature into the framework.