The study on how ICT affect a process of serivce developement in BtoB setting

信息和通信技术(ICT)用于每一项价值链活动，包括上游采购、内部生产、下游销售和客户服务。然而，信息和通信技术对企业的理论和实践贡献尚未得到澄清。这项研究阐明了信息和通信技术在企业对企业环境下以服务为导向的方法中的作用。研究表明，信息和通信技术可以被视为对公司活动有间接影响而不是直接影响的促进器。具体地说，研究确定了信息和通信技术在向客户提供卓越价值方面的三个推动者角色：(1)将价值提供过程与内部和外部行为者整合在一起的推动者，(2)与客户和供应商协作的推动者，(3)密集处理信息的推动者。这三个角色能够更有效地开发业务流程和创新业务系统。

Information and communication technology (ICT) 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. This study clarified the roles of ICT in the context of a service-oriented approach under a business-to-business setting. The study indicated that ICT can be regarded as an enabler that has indirect rather than direct effects on firms' activities. Specifically, the research identified three roles of ICT as an enabler in terms of offering superior value to customers: (1) an enabler that integrates value offering processes with internal and external actors, (2) an enabler that collaborates with customers and suppliers,(3) an enabler that processes information intensively. These three roles enable to develop business processes more effectively and to innovates business systems.