How can information technology (IT) be effectively applied to various service tasks? This research investigates the interplay between service operations and IT, aiming to understand how these two constructs interact. The study defines a service typology based on task requirements, providing a framework for differentiating service tasks. The research employs a Delphi study and multiple case studies to refine construct specifications and analyze the dynamics between service task components and IT. Results suggest that service task differentiation occurs along an expertise-based continuum incorporating four primary task requirements: knowledge-base, level of standardization, data configuration, and data interpretation. The research demonstrates how the task-IT relationship affects operations factors, such as process innovation, IT diffusion rates, and service quality. This study has implications for achieving informational and operational advantages, emphasizing the importance of aligning IT applications with specific service task requirements to maximize operational efficiency.
"International Journal of Service Industry Management" focuses on managing and improving service operations. This paper is relevant to the journal’s focus since it explores the use of IT to improve service tasks. It provides useful insights for managers in the service sector by detailing how to differentiate service tasks for optimal IT applications.