The roles of information and communication technology in solutions offering: The concept of JCT-enabler and value creation activities

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Abstract

Information and communication technology (JCT) is used in every value chain activity, including upstream procurement, internal production, downstream sales, and customer services. However, the theoretical and practical contributions of ICT to businesses have not yet been clarified. Through a literature review, this article attempts to (1) show the theoretical contributions of ICT and (2) clarify the roles of JCT in the context of a service-oriented approach under a business-to-business setting. The literature review shows that the resource-based view appropriately explains the roles of JCT. The review also indicates that JCT can be regarded as an enabler that has indirect rather than direct effects on firms'activities. Specifically, we identified four roles of JCT as an enabler in terms of offering superior value to customers. These findings contribute to both the emerging theory of service innova-tion and the management of value creation in business marketing.

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