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26-29 May 2015
Fürstenberghaus
Europe/Berlin timezone
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17-01 - Service Innovation, Engineering and Management

Place

Location: Fürstenberghaus
Address: Domplatz 20-22 48143 Münster Germany
Room: F4
Date: 27 May 11:00 - 12:30

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 1
    • Böhmann, Tilo (University of Hamburg)

Timetable | Contribution List

Displaying 3 contributions out of 3
Type: Complete Research Paper Session: 17-01 - Service Innovation, Engineering and Management
Track: 17 - Service Innovation, Engineering and Management
Multi-sourcing, the blending of services from multiple external and internal providers, has gradually become the standard mode of operation in IT outsourcing. It allows companies to assemble a best-of-breed provider portfolio and to reduce costs. A key difference between single- and multi-sourcing is the potential interdependence between services delivered by multiple providers. To deliver a seaml ... More
Presented by Marius GOLDBERG, Gerhard SATZGER on 27/5/2015 at 9:00
Type: Complete Research Paper Session: 17-01 - Service Innovation, Engineering and Management
Track: 17 - Service Innovation, Engineering and Management
Service level agreements (SLAs) for complex IT-intensive business-to-business (CITI-B2B) services are high-level representations of services to be enacted, with predominantly quantifi-able performance targets. Inevitably, there is a gap between this representation and the nu-anced practices of enactment adapting to emergent conditions over time. Overarching terms in the master agreement anticipate ... More
Presented by Andrea STERN on 27/5/2015 at 9:30
Type: Complete Research Paper Session: 17-01 - Service Innovation, Engineering and Management
Track: 17 - Service Innovation, Engineering and Management
The traditional view of value is largely rooted in the material properties of physical goods. However, service-dominant logic tells us that value is not imbued in goods, but derived in its judicious application. A contextually bounded nature of value is highly relevant for the study of digital platforms given the reprogrammable nature of digital technology coupled with a necessity to serve several ... More
Presented by Ted SAARIKKO on 27/5/2015 at 10:00
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