KIT Campus South, Karlsruhe, Germany
Exploring Service Systems in the Digital Era
Service design and service innovation are priorities for both service research and practice. With competitive pressures from technology and globalization, and with the growing share of the service sector in economies, economic growth and jobs will increasingly come from service innovation (Patrício, Gustafsson and Fisk, 2018). Service innovation involves a new process or service offering that creates value for actors in a service network. From a service logic perspective, innovative services are viewed, not in terms of their new features, but in terms of how they change customer thinking, participation, and capabilities to create value (Michel, Brown and Gallan 2008). Service design plays a key role in service innovation because it brings innovative ideas to life through a design thinking process (Ostrom et al. 2010), by understanding customers and their context, envisioning future service solutions, and prototyping them (Stickdorn and Schneider 2010). Service design is viewed as a human-centered, holistic, creative, and iterative approach to creating new service futures (Meroni and Sangiorgi 2011).
We invite submissions with contributions to service design and innovation, namely in the following topics:
The increasing importance the of digital technologies has brought new services that rely on a new kind of service business models. These business models take substantial benefit from information and communication technology (ICT). Famous examples of such models are digitally born companies such as UBER and Google. However, also incumbents need to react to this change and utilize emerging technologies, develop new service business models and transform their existing organization. In this context, we anticipate the submissions that theorize on the role of information systems (IS) in the business model. We like to see papers that address the innovation, design or transformation of service business models that rely on technologies such as: big data, advanced analytics, blockchain, augmented reality and other. Submission may focus on the business model as the unit of analysis or address specific aspects such as the service system, value propositions, revenue models, processes, or organizations. Submissions are encouraged from all theoretical and methodological perspectives drawing from IS, entrepreneurship, strategic management, and related disciplines. Topics include but are not limited to:
The notion of big data analytics and its application in driving organizational decision making has attracted enormous attention over the past decade. Gartner forecasts the number of connected devices in the Internet of Things to over 20 billion by 2020. The need to harness the potential of this rapidly expanding data volume, velocity, and variety has seen a significant evolution of techniques and technologies for data analysis. However, the (automated) analysis of this data still faces many challenges. Scholars emphasize the importance of further research in big data analytics, including approaches like deep learning and cognitive computing for efficient and effective decision support, management and operations. As analytics in services is becoming essential for organizations’ daily business, directly influencing competitive advantage and business development, the need to utilize (big) data analytics in comprehensive smart service systems seems inevitable, but is still mostly unexplored territory. To address these issues, this track welcomes–but is not limited to–both, qualitative and quantitative, contributions in the areas of:
Current service development is strongly driven by market trends as well as new technology developments, which raise the need for constantly reshaping and improving all aspects of the service lifecycle. Furthermore, we are increasingly witnessing individualized customer needs driving not only the final result but also the actual service design, development and delivery, as well as the associated business models. Furthermore, flexibility, customization and the need to be able to support real-time scenarios are crucial in order to be able to keep up to date with current developments. These requirements aim to be addressed by Smart Services – a vision of tomorrow's way of delivering services, which build on top of intelligent machines and products that communicate with each other, cooperatively driving production. Key technological pillars for realizing Smart Services are cyber-physical systems, the Internet of Things (IoT) and the Internet of Services. Furthermore, in the current era of digitalization, service solutions are dependent on the utilization of Big Data technologies, where large data sets provided by the interconnected objects can be stored, managed and analyzed with scalable methods. Naturally, the employment of these technologies is associated with the need to evolve and develop new adequate business models. This tracks aims on discussing advantages of particular technologies, value creation and business models for platform providers, application developers, end-users, large and small organizations, and manufacturers in the context of product and service offering. Relevant topics or case studies include, but are not limited to:
The track “Design Science Research in Services” focuses on developing artifacts for value co-creation in service systems. Service systems are dynamic configurations of resources, including people, organizations, shared information, and technology, all connected internally and externally to other service systems by value propositions. We encourage researchers and practitioners to submit high quality papers that deal with designing, building, and evaluating innovative artifacts (such as constructs, models, methods, and software instantiations) for service systems. Successful papers are expected to provide innovative concepts or IT artifacts that can be used for the design and/or management of service systems. Likewise, we look for insightful applications of IT artifacts in industrial practice.
The IESS conferences consider implicitly that Service Science will have a central place in the next future Society. Exploration research is mandatory for Service Science to set up new conceptual frameworks, and consequently new methods, as well as new mature IT tools.
This track gives researchers the opportunity to express the results of their exploration in scientific terms inside the Service Science. Authors are invited to submit original papers that support the dissemination of Service Science inside the Society. Notably all the disciplines are concerned, and surprisingly IT itself: they must discover new knowledge so that specialists can effectively co-create value through services.
Specifically, for the 9th edition of IESS conference, this track encourages paper submissions fostering to advance exploration in Service Science in the digital economy. Following previous IESS conferences, submissions can also address specific domains like health care, mobility or tourism, for example.
Special topics in this track:
Keywords: Business Transformation, Exploration, Governance, Multi-disciplinary Services, Service Science, Sustainability.