IDEAS home Printed from https://ideas.repec.org/a/spr/infsem/v21y2023i1d10.1007_s10257-022-00576-1.html
   My bibliography  Save this article

Towards a lightweight framework for service management evaluation in SMEs

Author

Listed:
  • Daniela Patricia Feversani

    (Universidad Rey Juan Carlos)

  • Valeria De Castro

    (Universidad Rey Juan Carlos)

  • Esperanza Marcos

    (Universidad Rey Juan Carlos)

  • Mario G. Piattini

    (Universidad de Castilla-La Mancha)

  • María Luz Martín-Peña

    (Universidad Rey Juan Carlos)

Abstract

Small and Medium-sized Enterprises (SMEs) are currently immersed in Volatility, Uncertainty, Complexity and Ambiguity (VUCA) environments and need to adapt and innovate both their services and their management practices and processes. Unfortunately, models and standards for service management are focused on large organisations, therefore, their application in SMEs is expensive and, generally, unfeasible. In order to contribute to the sustained success and development of SMEs, this paper presents a framework for service management evaluation. The objective of this framework, which is based on international standards and the main models for service management, is to be a roadmap containing well-defined and formalised processes that helps SMEs to improve the quality of their customer services. The proposal is validated in this work by means of its application to a real case study.

Suggested Citation

  • Daniela Patricia Feversani & Valeria De Castro & Esperanza Marcos & Mario G. Piattini & María Luz Martín-Peña, 2023. "Towards a lightweight framework for service management evaluation in SMEs," Information Systems and e-Business Management, Springer, vol. 21(1), pages 81-122, March.
    • Handle: RePEc:spr:infsem:v:21:y:2023:i:1:d:10.1007_s10257-022-00576-1
    DOI: 10.1007/s10257-022-00576-1
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10257-022-00576-1
    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/s10257-022-00576-1?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.

    References listed on IDEAS

    as
    1. Fouad Amiri & Sietse Overbeek & Gerard Wagenaar & Christoph Johann Stettina, 2021. "Reconciling agile frameworks with IT sourcing through an IT sourcing dimensions map and structured decision-making," Information Systems and e-Business Management, Springer, vol. 19(4), pages 1113-1142, December.
    2. Bertrand Verlaine, 2017. "Toward an Agile IT Service Management Framework," Service Science, INFORMS, vol. 9(4), pages 263-274, December.
    3. Withers, Barbara E. & Ebrahimpour, Maling & Hikmet, Neset, 1997. "An exploration of the impact of TQM and JIT on ISO 9000 registered companies," International Journal of Production Economics, Elsevier, vol. 53(2), pages 209-216, November.
    4. Kieran Conboy, 2009. "Agility from First Principles: Reconstructing the Concept of Agility in Information Systems Development," Information Systems Research, INFORMS, vol. 20(3), pages 329-354, September.
    5. Jörg Becker & Ralf Knackstedt & Jens Pöppelbuß, 2009. "Developing Maturity Models for IT Management," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 1(3), pages 213-222, June.
    6. John Forth & Alex Bryson, 2019. "Management practices and SME performance," Scottish Journal of Political Economy, Scottish Economic Society, vol. 66(4), pages 527-558, September.
    7. Constance E. Helfat & Margaret A. Peteraf, 2003. "The dynamic resource‐based view: capability lifecycles," Strategic Management Journal, Wiley Blackwell, vol. 24(10), pages 997-1010, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tobias Knabke & Sebastian Olbrich, 2018. "Building novel capabilities to enable business intelligence agility: results from a quantitative study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 493-546, August.
    2. Helena Holter Antonsen & Dag Øivind Madsen, 2021. "Developing a Maturity Model for the Compliance Function of Investment Firms: A Preliminary Case Study from Norway," Administrative Sciences, MDPI, vol. 11(4), pages 1-34, October.
    3. Ortiz García Navas, Beatriz & Donate Manzanares, Mario Javier & Guadamillas Gómez, Fátima, 2019. "Social capital as a theoretical approach in Strategic Management," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    4. Torres, Juan Pablo & Barrera, Jose Ignacio & Kunc, Martin & Charters, Steve, 2021. "The dynamics of wine tourism adoption in Chile," Journal of Business Research, Elsevier, vol. 127(C), pages 474-485.
    5. Bayo-Moriones, Alberto & Merino-Díaz-de-Cerio, Javier & Antonio Escamilla-de-León, Sergio & Mary Selvam, Rejina, 2011. "The impact of ISO 9000 and EFQM on the use of flexible work practices," International Journal of Production Economics, Elsevier, vol. 130(1), pages 33-42, March.
    6. Gupta, Manjul & George, Joey F. & Xia, Weidong, 2019. "Relationships between IT department culture and agile software development practices: An empirical investigation," International Journal of Information Management, Elsevier, vol. 44(C), pages 13-24.
    7. Samadhiya, Ashutosh & Yadav, Sanjeev & Kumar, Anil & Majumdar, Abhijit & Luthra, Sunil & Garza-Reyes, Jose Arturo & Upadhyay, Arvind, 2023. "The influence of artificial intelligence techniques on disruption management: Does supply chain dynamism matter?," Technology in Society, Elsevier, vol. 75(C).
    8. Fosso Wamba, Samuel & Queiroz, Maciel M. & Trinchera, Laura, 2024. "The role of artificial intelligence-enabled dynamic capability on environmental performance: The mediation effect of a data-driven culture in France and the USA," International Journal of Production Economics, Elsevier, vol. 268(C).
    9. Trkman, Peter, 2010. "The critical success factors of business process management," International Journal of Information Management, Elsevier, vol. 30(2), pages 125-134.
    10. Peter Ping Li & Shameen Prashantham & Abby Jingzi Zhou & Steven Shijin Zhou, 2022. "Compositional springboarding and EMNE evolution," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(4), pages 754-766, June.
    11. Thierry Sauvage & Tony Cragg & Sarrah Chraibi & Oussama El Khalil Houssaini, 2018. "Running the Machine Faster: Acceleration, Humans and Warehousing," Post-Print hal-02905068, HAL.
    12. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    13. Manish Bansal, 2024. "Do shifting practices vary across the firm life cycle?," Australian Journal of Management, Australian School of Business, vol. 49(2), pages 142-169, May.
    14. Frederik Marx & Felix Wortmann & Jörg Mayer, 2012. "A Maturity Model for Management Control Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 4(4), pages 193-207, August.
    15. Habib Saragih, Arfah & Ali, Syaiful & Suwardi, Eko & Utomo, Hargo, 2024. "Finding the missing pieces to an optimal corporate tax savings: Information technology governance and internal information quality," International Journal of Accounting Information Systems, Elsevier, vol. 52(C).
    16. Huy-Cuong Vo-Thai & Shihmin Lo & My-Linh Tran, 2021. "How Capability Reconfiguration in Coping With External Dynamism Can Shape the Performance of the Vietnamese Enterprises," SAGE Open, , vol. 11(3), pages 21582440211, July.
    17. Haarhaus, Tim & Liening, Andreas, 2020. "Building dynamic capabilities to cope with environmental uncertainty: The role of strategic foresight," Technological Forecasting and Social Change, Elsevier, vol. 155(C).
    18. Steven DeSimone & Giuseppe D’Onza & Gerrit Sarens, 2019. "Correlates of Internal Audit Function Maturity," Working Papers 1905, College of the Holy Cross, Department of Economics.
    19. Schmidt, Heiko M. & Santamaria-Alvarez, Sandra Milena, 2022. "Routines in International Business: A semi-systematic review of the concept," Journal of International Management, Elsevier, vol. 28(2).
    20. Ravi Bapna & Alok Gupta & Gautam Ray & Shweta Singh, 2023. "Single-Sourcing vs. Multisourcing: An Empirical Analysis of Large Information Technology Outsourcing Arrangements," Information Systems Research, INFORMS, vol. 34(3), pages 1109-1130, September.

    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:infsem:v:21:y:2023:i:1:d:10.1007_s10257-022-00576-1. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.