Digital Service and Service Digitalization
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ItemDecentralized Service: An Initiation of Blockchain Value Creation into Service Science( 2023-01-03)How value is created through service has recently undergone massive changes. Centralized service provision with clear distinctions between service offerers and beneficiaries is increasingly superseded by value creation within decentralized networks of distributed actors integrating digital resources equally. One of the drivers of this transformation is blockchain technology. Applying the lens of service-dominant logic and discussing examples of blockchain-based decentralized finance, we shed light on how properties of decentralized technology stimulate value creation in service ecosystems. With this conceptual research, we postulate five propositions of decentralized value creation along the axiomatic foundations of the service-dominant logic. We provide first definitions for decentralized service as well as decentralized service ecosystems. Thereby, we contribute with an extension of the service-dominant logic to the context of decentralized ecosystems. To our knowledge, this research is among the first to add to the growing literature on blockchain value creation from a service science perspective.
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ItemIndividualizing Patient Pathways through Modularization: Design and Evaluation of Healthcare-Specific Modularization Parameters( 2023-01-03)Some classes of person-oriented services such as healthcare services require individualization to be effective. Individualizing services and corresponding patient pathways are costly. To provide such services in an individualized, but also efficient manner, service modularization is known as a solution. Until now, modularization parameters that take healthcare specificities into account are missing. This paper closes this gap. Following a design science research approach, we iteratively build and evaluate a set of healthcare-specific modularization parameters. For requirements elicitation, refinement of the modularization parameters and their evaluation, we conduct interviews with domain experts from patient pathways in oncology care as well as with service design and business development experts. As main theoretical contribution, this paper provides design knowledge for the modularization of healthcare services. For practice, the set of parameters assists healthcare providers in the efficient provision of individualized, patient-centric solutions and patient pathways.
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ItemYUMA – An AI Planning Agent for Composing IT Services from Infrastructure-as-Code Specifications( 2023-01-03)Infrastructure-as-code enables cloud architects to automate IT service delivery by specifying IT services through machine-readable definition files. To allow for a reusability of the infrastructure-as-code specifications, cloud architects specify IT services as compositions of sub-processes. As the AI planning agents for automated IT service composition proposed by prior research fall short in the infrastructure-as-code context, we design a search-based problem-solving agent named YUMA according to a design science research process to fill this research gap. YUMA holds a search tree reflecting the state space and transition model. It includes an algorithm for building the search tree and two algorithms for determining the minimum composition plan. The underlying IT service composition problem is explicated for the infrastructure-as-code context and formulated as a search problem. The results of the demonstration and evaluation show that YUMA fulfills the requirements necessary to solve this problem and digitizes an important task of cloud architects.
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ItemManaging Continuous Digital Service Innovation for Value Co-Creation( 2023-01-03)Service organizations across various industries are increasingly implementing continuous development methods and practices to transform their digital service innovation and development processes. Consequently, continuous digital service innovation (DSI) has become a way to react to today’s dynamic markets by proposing value to customers quickly while maintaining service quality. However, little is known about how organizations can enable value co-creation (VCC) in their continuous DSI processes. We fill this gap in the literature by focusing on organizational-level continuous DSI processes. Based on findings from 23 industry informants from six Finnish digital service organizations, we present a preliminary framework depicting three integral and interdependent dimensions of managing continuous DSI for VCC within organizations: managing continuous operations, managing people, and managing resources. We argue that such management insights are crucial for both research and practice for realizing the VCC potential of continuous DSI for organizations.
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ItemMore Isn't Always Better – Measuring Customers' Preferences for Digital Process Transparency( 2023-01-03)Digital technologies have made the line of visibility more transparent, enabling customers to get deeper insights into an organization's core operations than ever before. This creates new challenges for organizations trying to consistently deliver high-quality customer experiences. In this paper we conduct an empirical analysis of customers’ preferences and their willingness-to-pay for different degrees of process transparency, using the example of digitally-enabled business-to-customer delivery services. Applying conjoint analysis, we quantify customers' preferences and willingness-to-pay for different service attributes and levels. Our contributions are two-fold: For research, we provide empirical measurements of customers’ preferences and their willingness-to-pay for process transparency, suggesting that more is not always better. Additionally, we provide a blueprint of how conjoint analysis can be applied to study design decisions regarding changing an organization's digital line of visibility. For practice, our findings enable service managers to make decisions about process transparency and establishing different levels of service quality.