The ICT predicament of new ICT-enabled service

Abstract: The advancement of information and communication technologies (ICT) has triggered many ICT-enabled services. Regarding this service, the complementary ICT system involves with customers' devices, industry-wide ICT development and nation-wide ICT infrastructure, which are difficult for any individual organization to control. The ICT predicament is the phenomenon that the complementary ICT system is inferior in delivering the promised service quality of new ICT-enabled service. With the ICT predicament, companies face the decision-making dilemma in launching the new service or postponing the launch. This study proposes a process to resolve the decision-making dilemma regarding the ICT predicament.