Stakeholder involvement in software system development – Insights into the influence of product-service ratio

• Presented insights into product-service mix's influence to stakeholder involvement.
• Product quality is more relevant to purely product than product-service developments.
• Relationship with external stakeholders is a concern for product-service developments.
• Customer's product support is more relevant to product-service than pure product system.
• Internal service delivery stakeholders are important for product-service developments.

Software systems have a growing importance in how services are delivered in the present-day. New methods and technologies are constantly introduced for realizing novel services in a wide range of industries. In this study, stakeholder involvement in the development of financial service software system is examined, as software has been integral to the delivery of financial services. Two projects are selected for their varying degrees of product and service content. Both teams used an adapted stakeholder identification framework developed for the healthcare industry to identify stakeholders and their involvement need in the development projects. The suitability of this framework for financial service software development, and the differences in stakeholders for the development of new software systems of dissimilar product-service mix are discussed in the paper. Four insights into the influence of product-service ratio in stakeholder involvement are gained in the perspectives of product quality, relationship management, product support by customer, and service delivery process.