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The case focused on one of the biggest telecommunications IS\/IT service providers in the UK.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The study shows that the delivery of service experiences to customers by firms operating in service provider\u2010intensive environments is challenged by the multi\u2010dimensional nature of service.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The interest lies in the question of the \u201ctrue\u201d role of IS\/IT in service delivery. In particular, the paper explores key thematic elements that underlie enhanced IS\/IT delivery.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>Exploration of the utilisation of IS\/IT to enhance service delivery is framed within extant services science and service research literature.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635571211225495","type":"journal-article","created":{"date-parts":[[2012,4,14]],"date-time":"2012-04-14T07:18:46Z","timestamp":1334387926000},"page":"584-599","source":"Crossref","is-referenced-by-count":10,"title":["Using IS\/IT to enhance service delivery"],"prefix":"10.1108","volume":"112","author":[{"given":"Udechukwu","family":"Ojiako","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2022021120010155300_b1","doi-asserted-by":"crossref","unstructured":"Abbott, A. 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