Digital and ICT Enabled Services Minitrack

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The purpose of the minitrack is to draw researchers’ attention to the innovation, design, development, management, and use of Digital and ICT Enabled Services for both Consumers and Enterprises. It will provide a discussion forum for researchers interested in fostering analytics-based and service-based approaches to theoretical and practical problems related to such services [1-6].

In a broad sense, ICT enabled services can be defined as [1] : " that enable value co-creation through the development and implementation of information and communication technology enabled processes that integrate system value propositions with customer value drivers." These services meld the worlds of bits and atoms and promise to transform the transportation, energy, and other sectors like the media industries before them. Examples of such ICT enabled services are, e.g., NFC enabled Air New Zealand frequent flyer cards that facilitate check-in and identity verification, mobile ticketing services for public transport, digital services for music festival participants to interact and co-create with each other before, during, after the event, smart television services and content, tablet-based services for ordering food and drinks at a casino or restaurant, etc. Likewise, there are substantial opportunities for ICT-driven service innovation in business-to-business settings. These opportunities exist particularly in manufacturing in which innovation activities increase the digitization of products and production processes. We see that the global awareness of the power of the manufacturing industry will be linked to horizontal cyber-physical systems that enable value co-creation in the networked business environment. The cyber-aspects of such systems are ICT infrastructure, computer hardware, software, and different kind of sensors and actors. These components turn cyber-physical systems into platforms for designing and operating service. The data on products and processes gained through networked CPS and the ability to act on this data through control systems and actors enables novel ways of co-creating service in industrial contexts.

This emerging area of research raises interesting questions. For example, traditional development approaches focus on improving the efficiency and effectiveness of organizational processes. The design of ICT enabled services may, however, require an emphasis on the socio-psychological aspects, such as the value-in-use and user/consumer/co-creator experiences. Digital services create novel ways of engaging customers and other actors in service ecosystems, raising the question of effective patterns of such digital actor engagement [7]. Moreover, digital services facilitate data-driven and analytics-based service design and development, particularly if the service is linked to the physical world through sensors and/or people’s interactions.

Discussion Topics:

The shift of consumer and enterprise personnel from users to co-creators of value, calls for a significant re-appraisal of our current design and development approaches. Relevant topics for this minitrack include (but are not limited to):

  • ICT enabled services, mobile services, and consumer information systems
    • Discovery, fuzzy-front end, and innovation processes
    • Service design, and development processes and methodologies
    • Analytics supported service design and development
    • Design and evaluation of novel digital services
    • New technology enabled services, e.g. services using robotics, wearables, blockchain, or other technologies
    • Service platforms
  • Consumer and enterprise user aspects
    • Service ecosystems and effective patterns of actor engagement in digital services
    • Social networking
    • Location and/or sensor aware services
    • Temporo-spatial relevance of service, location and/or sensor aware services
    • Hedonic ICT enabled services
    • Socio-psychological aspects of ICT enabled service use
    • Understanding social and cultural contexts
    • Consumerization of enterprise services
  • Cyber-Physical systems and services
    • Cyber-Physical systems and services from different disciplinary perspectives, such as, information systems, operations research, software engineering, service science, and service research
    • Service innovation based on cyber-physical systems and services
    • Service ecosystems, platforms and novel architecture related cyber-physical systems and services
    • Theoretical aspects of cyber-physical systems and services research
    • Cyber-physical systems and services as artifacts
    • Use and adoption of cyber-physical systems and services


[1] T. Tuunanen, M. Myers, and H. Cassab, "A Conceptual Framework for Consumer Information Systems Development," Pacific Asia Journal of the Association for Information Systems, vol. 2, pp. 47-66, 2010.

[2] S. L. Vargo and R. F. Lusch, "Evolving to a New Dominant Logic for Marketing," Journal of Marketing, vol. 68, pp. 1-17, 2004.

[3] V. K. Tuunainen and T. Tuunanen, "IISIn-A model for analyzing ICT Intensive Service Innovations in n-sided Markets," 2011, pp. 1-10.

[4] K. N. Lemon and M. H. Huang, "IT-Related Service: A Multidisciplinary Perspective," Journal of Service Research, vol. 14, p. 251, August 2011.

[5] I. R. Bardhan, H. Demirkan, P. Kannan, and R. J. Kauffman, "Special Issue: Information Systems in Services," Journal of Management Information Systems, vol. 26, pp. 5-12, 2010.

[6] T. Tuunanen, J. Bragge, J. Häivälä, W. Hui, and V. H. Virtanen, "A Method for Recruitment of Lead users from Virtual Communities to Innovate IT Enabled Services for Consumers in Global Markets," Pacific Asia Journal of the Association for Information Systems, vol. 3, p. 3, 2011.

[7] K. Storbacka, R. J. Brodie, T. Böhmann, P. P. Maglio, and S. Nenonen, "Actor Engagement as a Microfoundation for Value Co-Creation," Journal of Business Research, to appear.

Minitrack Chair:

Tuure Tuunanen (Primary Contact)
University of Jyväskylä, Finland
Department of Computer Science and Information Systems

Ola Henfridsson
University of Warrick, United Kingdom

Tilo Böhmann
University of Hamburg, Germany


Recent Submissions

Now showing 1 - 5 of 5
  • Item
    Value-In-Context with Service Innovation in the Digital Age: A Service-Dominant Logic Perspective
    ( 2017-01-04) Mikusz, Martin
    The increasingly complex service context with the convergence of physical products, digitalization, and service offerings presents a major challenge for IS research on service innovation. This article addresses the resulting need for research on an adequate understanding of the perceived value of innovative digital services. It continues previous work that makes the first move in this regard—conceptualizing this value as the sum of direct value-in-context (S-D logic), and indirect and option value-in-context (both newly introduced). This article closes two research gaps. First, the option and indirect value-in-context components are clarified by developing propositions that link both to S-D logic’s main concepts of service innovation. Second, the value-in-context anatomy is empirically validated with two conjoint analyses. It can be shown that both newly introduced components of value-in-context indeed are decisive factors for customers’ perceptions of value with innovative digital services—implicating their conceptual separation.
  • Item
    Stateful SOA-conformant Services as Building Blocks for Interactive Software Systems
    ( 2017-01-04) Popp, Roman ; Kaindl, Hermann
    Services implemented through information and communication technology need to provide value for customers, with whom they usually have non-trivial interaction. However, user interface and (Web) service specifications are often disconnected. The most widely used Web services are stateless, hence only trivial user interaction with one-step input and output can be embedded in such a service. Remembering the state is a prerequisite for implementing non-trivial user interaction with a service. We present new stateful SOA-conformant services as building blocks for interactive software systems. This new kind of service has a unified high-level protocol both for (non-trivial) user interaction with a machine and for machine-machine communication. Services with the same protocol can substitute each other (also dynamically at runtime), whether they are machine or user services. Using such services as building blocks, interactive software systems can be composed, also recursively. As a matter of fact, from such service specifications (graphical) user interfaces for non-trivial interaction can be automatically generated.
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    Digital Service Innovation Enabled by Big Data Analytics - A Review and the Way Forward
    ( 2017-01-04) Rizk, Aya ; Bergvall-Kåreborn, Birgitta ; Elragal, Ahmed
    Service innovation is attracting attention with the expanding service industries and economies. Accompanied by major developments in ICT and sensory and digital technologies, the interest in digital service innovation (DSI), both from academia and industry, is increasing. Digitization and the accompanying technological advancements are leading to phenomena that call for extensive research in relation to service innovation; one of which is big data analytics (BDA). In this paper, we review the DSI literature and explore how BDA can contribute along the different dimensions of DSI. The ex post literature suffers from the lack of such studies. Accordingly, we suggest a research agenda for BDA-enabled DSI, motivated by emerging research gaps, as well as opportunities and guiding research questions. It is expected that such research agenda will contribute to shape an ex ante research efforts in an attempt to advance the state-of-the-art in BDA-enabled DSI.
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    Consumer Information Services in Intercultural Tourism: An Ethnographic Study of Chinese Outbound Backpackers
    ( 2017-01-04) McKenna, Brad ; Cai, Wenjie ; Tuunanen, Tuure
    This paper reports the findings of an ethnographic study of Chinese outbound backpackers’ use and adoption of consumer information services (CIS) in an intercultural tourism setting. We apply McKenna et al.’s research model of consumers’ adoption of information services as the analytical lens for the interpretive qualitative study. The data gathering was conducted in four different countries. The findings of the study confirm linkages between four information service types and the use and adoption of CIS. The study also found that service types are more diversely linked than the earlier studies have predicted and therefore we propose a revised research model, which can be used for studying different CIS usage behaviour/patterns, but also to design of CIS for specific contexts. \
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    Introduction to Digital and ICT-Enabled Services Minitrack
    ( 2017-01-04) Tuunanen, Tuure ; Boehmann, Tilo ; Henfridsson, Ola