Tri-factors of IT-enabled service innovation success and failure

Information systems success has always been a prominent topic in IS research. As providers of high quality IS services, service-oriented firms acquire sustainable long-term competitive advantages through innovation in core competencies. Particularly, Professional Services Firms (PSFs), are harnessing technological advances to re-orientate their business to concentrate on the delivery of IT-enabled services. However, success continues to be elusive for PSFs due to the heterogeneity, inseparability, intangibility, and perishability of services. Consequently, this study attempts to uncover the drivers of innovation success or failure in IT-enabled professional services. Embracing a comparative case study approach, we analyzed both successful and failure cases of IT service innovation in Capgemini Netherlands. Through synthesizing dual-factors theory, we advocate a tri-factorial view of the NSD process whereby we distinguish among hygiene, enabling, and inhibiting factors for each of the three phases of planning, development, and launch in NSD