The ICT predicament of new ICT-enabled service

TL;DR

This paper examines the challenges faced by organizations in delivering quality ICT-enabled services due to complex, uncontrollable ICT systems involving multiple stakeholders, and proposes a process to aid decision-making.

Contribution

It introduces a process to resolve the decision-making dilemma caused by the ICT predicament in launching new ICT-enabled services.

Findings

Identifies the ICT predicament as a key challenge in service delivery.

Proposes a decision-making process to address the ICT predicament.

Provides insights into managing complex ICT systems for service quality.

Abstract

The advancement of information and communication technologies (ICT) has triggered many ICT-enabled services. Regarding this service, the complementary ICT system involves with customers' devices, industry-wide ICT development and nation-wide ICT infrastructure, which are difficult for any individual organization to control. The ICT predicament is the phenomenon that the complementary ICT system is inferior in delivering the promised service quality of new ICT-enabled service. With the ICT predicament, companies face the decision-making dilemma in launching the new service or postponing the launch. This study proposes a process to resolve the decision-making dilemma regarding the ICT predicament.