This paper reviews the literature on ambidexterity in service organizations with a specific focus on the banking industry. We identify three key, cross-unit bank processes: governance (bank headquarters), sales (branch processes) and operations (ICT and facilities to support local (branch) and...

Data was gathered from managers who are responsible for part or all of the information resources of selected large organizations in Korea, Mexico, and the US. The purpose of the research was to learn about the managers’ perceptions of their roles and the factors influencing their own...