The paper aims to contribute to ongoing research which emphasises the expanding role of information systems and information technology (IS/IT) as an enhancer of service delivery.
In order to explore the practical utilisation of IS/IT in the enhancement of service delivery, a case study was adopted as the preferred research methodology. The case focused on one of the biggest telecommunications IS/IT service providers in the UK.
The study shows that the delivery of service experiences to customers by firms operating in service provider‐intensive environments is challenged by the multi‐dimensional nature of service.
The interest lies in the question of the “true” role of IS/IT in service delivery. In particular, the paper explores key thematic elements that underlie enhanced IS/IT delivery.
Exploration of the utilisation of IS/IT to enhance service delivery is framed within extant services science and service research literature.
