||Information and communication technology (ICT) becomes an essential work-platform in modern enterprises in the age of global competition. Businesses need to improve and maintain their competitive ability through continuous service innovation. When businesses face different kinds of innovation challenges, how to concentrate their resources to produce the most competitive products in the shortest time frame is the key to enterprise sustainability. Therefore, virtual team (VT) becomes popular in many enterprises for accelerating the process, integrating resources and reducing costs. In practice, how to effectively use and integrate ICT to build effective virtual teams for service innovation projects is an important management issue. Hence, this study explores whether media with different levels of richness and the nature of service innovation projects affect teamwork quality and the resulting innovation performance.|
This research develops a framework based on the task-technology fit (TTF) model and the adaptive structuration theory. A laboratory experiment was performed on a group of 130 students to evaluate the research model. Three service innovation project scenarios with each of them included four tasks were designed. The results show that ICT can serve as an important accelerator and has significant positive effects on teamwork quality and performance of the virtual team, when the degree of fit between task and technology, and team member’s computer self-efficacy are high.
In addition, when the uncertainty of the innovation project is high and the team needs a variety of information to facilitate decision making and judgment, the asynchronous ICT tool with low media richness such as Facebook can produce better team performance. This may be because this tool makes it easier for the team to share information and communicate with each other.
Finally, when virtual teams faced high equivocal projects that require intensive and real-time communication and discussion for team members, ICT tools such as skype is more effective. This may be because the real-time communication tool can help virtual teams to have more frequent discussion and intensive communication.