Consumer Information Systems as Service Modules: Case Study of IPTV Services

Consumer Information Systems (CIS) are Information Systems, 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 such information systems and software typically involves a trade-off between achieving high service productivity and quality. To this end, the use of modularization has been proposed as a possibility. Our paper presents a framework that can potentially achieve such modularization for consumer information systems. We take the perspective that such modularization should be done at a service systems level and that we should not only regard CIS as software or technology, but as a service provided for consumers. We apply the framework to three New Zealand IPTV service offerings and investigate how it applies. [<i>Service Science</i>, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]