Consumer Information Systems as Services: Case Study of IPTV Services

Tuure Tuunanen, University of Auckland
Lesley Gardner, University of Auckland
Martin Bastek, Deloitte

Consumer Information Systems (CIS) are Information System, which provide services primarily to consumers instead of addressing needs of users in traditional organizational settings. Examples of such systems are Internet protocol television (IPTV) services, which are being launch globally at the moment. Design of traditional services typically involves a trade-off between achieving high service productivity and quality. To this end, the use of mass customization has been proposed as a solution. Our paper presents a conceptual framework that can potentially enable designers to achieve such mass customization for consumers information systems. We present that we should consider CIS as services offered to consumers, not only as systems or software, in order to achieve this. We apply the framework to three New Zealand IPTV service offerings and investigate how it applies.