IDEAS home Printed from https://ideas.repec.org/a/spr/elmark/v34y2024i1d10.1007_s12525-024-00735-x.html
   My bibliography  Save this article

Providing organizations with a validated instrument for an Enterprise Service Management capability

Author

Listed:
  • Daria Goscinska

    (University of Hagen)

  • Till J. Winkler

    (University of Hagen
    Copenhagen Business School, Department of Digitalization)

Abstract

In light of new digital opportunities, enterprises require modernization also with regard to intra-organizational business and IT management. Enterprise Service Management (ESM) is an organizational capability aimed at a more efficient and effective IT and business service management in organizations. Although ESM has been recognized as an approach to improve customer and employee satisfaction and to create digital competitive advantage, there is a methodological and analytical void for organizations in how to measure their ESM capability. Motivated by this lack of measurability and tangibility, we aim to empirically validate the ESM capability model. Our contribution to this paper is empirical, as we provide a measurable instrument for further ESM studies. We aim to initiate a broader debate on ESM and thereby add to the scholarly establishment of the concept in the Information Systems and IT Management literature. Practically, we contribute by offering companies a validated and actionable set of ESM characteristics.

Suggested Citation

  • Daria Goscinska & Till J. Winkler, 2024. "Providing organizations with a validated instrument for an Enterprise Service Management capability," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-17, December.
    • Handle: RePEc:spr:elmark:v:34:y:2024:i:1:d:10.1007_s12525-024-00735-x
    DOI: 10.1007/s12525-024-00735-x
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s12525-024-00735-x
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s12525-024-00735-x?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    Enterprise Service Management; Service systems; Empirical construct validation; Organizational transformation; PLS-SEM analysis;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:elmark:v:34:y:2024:i:1:d:10.1007_s12525-024-00735-x. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.