Important: This instance is deprecated and will be closed soon! Please visit this platform
26-29 May 2015
Fürstenberghaus
Europe/Berlin timezone
Home > Timetable > Session details
PDF | iCal

17-03 - Service Innovation, Engineering and Management

Place

Location: Fürstenberghaus
Address: Domplatz 20-22 48143 Münster Germany
Room: F4
Date: 27 May 16:30 - 18:00

Description

An increasing number of activities of public and private organizations are engineered and managed as services, often creating innovations for economic growth and social welfare. This development is mirrored in the domain of information systems, which becomes evident in the use of services as the organizing logic for providing information systems (IS), in the use of services as an architectural paradigm (SOA), and in the development of Cloud/Internet-based services for information, processes, applications, and IT-infrastructures. Moreover, the increasing amalgamation of ICT-enabled corporate and consumer services offer substantial opportunities for service innovation. Examples for augmenting the physical world with services include Near Frequency Communication (NFC) enabled frequent flyer cards at Air New Zealand that facilitate check-in and identity verification, mobile ticketing for public transportations, apps for music festival participants to interact with each other, or tablet-based services for ordering food and drinks at a casino or restaurant. Often, the focal points are the infusion of ICT into services and transferring service-dominant logic thinking into ICT development and use. The information systems discipline contributes to the interdisciplinary research stream of service since its first inception about 10 years ago. Currently, researchers and practitioners alike still suffer from a lack of theory-rooted knowledge for engineering and managing services as well as leveraging IS for service innovation. At the same time, the advent and success of the service paradigm challenges previously established concepts in the IS discipline, such as the separation between corporate IS and consumer IS, or internal IS and external services. The proliferation of a service society is an increasingly global phenomenon and marketplace that calls for relevant and rigorous research that reaches across traditional geographical and disciplinary boundaries. Service-focused research in IS thus needs to create and refine concepts, models, methods, and systems to reflect these developments.

Conveners

  • Session 3
    • Tuunanen, Tuure (University of Jyväskylä)

Timetable | Contribution List

Displaying 3 contributions out of 3
Type: Complete Research Paper Session: 17-03 - Service Innovation, Engineering and Management
Track: 17 - Service Innovation, Engineering and Management
Service digitization increasingly impacts work and life. A frequent example is Internet banking. While customers act independently from time and space constraints, banks benefit from significantly lower transaction costs compared to branches. However, customers use online channels for distinct transactions and favor physical interactions with bank advisors for others. To understand the underlying ... More
Presented by Enrico GRAUPNER, Alexander MAEDCHE on 27/5/2015 at 14:30
Type: Complete Research Paper Session: 17-03 - Service Innovation, Engineering and Management
Track: 17 - Service Innovation, Engineering and Management
Within developed economies, the field of m-payment appears to be driven by (disruptive) technological innovations. M-payments, similar to e-payments, have been regulated in such a way that banks and other established financial institutions have been able to maintain an unchallenged position in the payment ecosystem. However, disruptive technologies like Near Field Communication, but more im-portan ... More
Presented by Harry BOUWMAN on 27/5/2015 at 17:00
Type: Complete Research Paper Session: 17-03 - Service Innovation, Engineering and Management
Track: 17 - Service Innovation, Engineering and Management
Customer self-service technologies (SST) have been gaining increasing economic importance given their proliferation in the customer service industry. Self-service kiosks have gradually been replacing traditional service employees and their progress is expected to continue. The growing relevance of SST results in the need for companies to understand why customers are willing to use SST and which mo ... More
Presented by Alexandra CETTO, Mathias KLIER on 27/5/2015 at 15:30
Building timetable...