The Role of mPOS System in Process Change and Strategy Change: A Situated Change Perspective

The purpose of this study is to revisit the relationship among information technology (IT), Process, and Strategy. We focus on the impact of mobile Point of Sales (mPOS) on changing of operational processes in the restaurant industry. This study investigates the changing of IT strategy and service strategy. The research model was developed based on the literature (strategic alignment model and situated change perspective) and inputs from the restaurant industry and IT experts. The data of this study are collected from observation and face-to-face interviews with both business and IT personnel from 10 restaurants in Taiwan. The findings of this study provide a comprehensive view about the ways processes change once restaurants implements mPOS. We also figure out the impact of this change on IT strategy and service strategy. This study’s results shed new light on IT implementation. Researchers need to look at IT in different ways and suggest suitable solutions for practitioners.