Digital Service Design, Innovation, and Management
Permanent URI for this collectionhttps://hdl.handle.net/10125/112426
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Item type: Item , When the Bad Apps Go Away: The Spillover Effect of Removing Unethical Apps from Rankings on Ethical Apps’ Performance(2026-01-06) Duan, Keran; Yang, Ziliang; Zhang, XiUnethical behaviors in app markets are rising, making digital service governance and management crucial. Using daily Apple App Store panel data, this study examines how removal from ranking lists (RRL) affects ethical apps. Guided by migration theory, we analyze three mediating effect: punished apps' performance as a push factor, developer update behavior as a pull factor, and users’ expectation gaps as a mooring factor. We employ a pre‑trained BERT model to measure expectation gaps. Results show that RRL weakens punished apps’ performance, serving as a push factor that boosts unpunished apps’ ranking. Reduced update incentives among compliant developers act as a pull factor limiting performance gains. Narrowed user expectation gaps, as a mooring factor, enhance unpunished apps’ performance. Moreover, Higher search volume for unpunished apps strengthens the positive spillover from RRL to their performance via push factor. Our findings offer practical insights for developers and platform regulators.Item type: Item , Potentials and Limitations of Generative AI in Smart Service Development(2026-01-06) Guhl, Jakob; Feike, Maximilian; Mackensen, Jan; Noack, Carl Alexander; Gladilov, Nicole; Zowalla, Richard; Neuhüttler, JensThe development of smart services faces challenges from constantly evolving customer requirements and an increasing complexity and interdisciplinarity. Recent progress in machine learning and natural language processing offers innovation opportunities but also poses ethical and implementation challenges, necessitating strategic planning efforts from organizations. Organizations must understand the capabilities and limitations of Generative AI to enhance customer experiences and operational efficiencies effectively. To address that issue, this study provides an in-depth analysis of the potentials and limitations introduced by Generative AI in the development of smart services by conducting 17 expert interviews, contributing to the existing literature on smart service development. On the other hand, it discusses the potential transformative impact of Generative AI on established smart service development methodologies, thereby enabling new strategies and opportunities.Item type: Item , Unpacking Passive Innovation Resistance and Openness to Data Sharing in Pay-as-You-Drive Tariff Acceptance(2026-01-06) Rameskumar, Ajurthan; Schaarschmidt, MarioDrawing on innovation resistance theory, the present study investigates the influence of cognitive and situational passive innovation resistance on the acceptance of data-driven tariff models in the car rental sector (i.e. pay-as-you-drive). A structural equation modeling (SEM) approach was used to analyze survey data from Germany (N = 599) and the United States (N = 585). The findings indicate that passive innovation resistance has a detrimental effect on openness to data sharing and increases risk perceptions, which in turn influence attitudes towards tariffs and behavioral intention. The findings of this study offer valuable implications for practitioners seeking to increase acceptance of personalized and behavior-based tariff offerings. The implications of this study relate to the importance of tackling psychological barriers and improving data transparency in order to enhance user acceptance. The present study makes a valuable contribution to extant literature by combining innovation resistance theory with privacy and acceptance research in a novel empirical context.Item type: Item , From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems Engineering through Continuous Value Shaping(2026-01-06) Rajko, Polina; Schäfer, Jannika; Angelova, Daniela; Böhmann, TiloService systems engineering relies on structured, top-down approaches to designing and innovating service systems. In today's dynamic environments — shaped by digital transformation, evolving provider–user interactions, and shifting societal demands — these approaches face limitations in enabling continuous, context-sensitive innovation. Continuous Value Shaping emerges as a conceptual extension to service systems engineering, promoting more adaptive and co-evolutionary forms of service system development. This study examines how Continuous Value Shaping manifests through a multiple-case study of three independently initiated public sector service innovation projects. Through a cross-case analysis, we identify distinct manifestations and constellations of CVS principles that complement classical SSE practices. As the first empirical exploration of CVS, the study refines its conceptual foundation and enhances its accessibility for both researchers and practitioners. We conclude with seven empirically derived propositions that inform future SSE initiatives and demonstrate how CVS supports the dynamic alignment of service systems with societal and systemic demands.Item type: Item , Co-Designing Service Systems for Public Robotics: A Design Science Approach to Business Model Innovation(2026-01-06) Kral, Björn; Sivizaca Conde, Daniel; Gersch, MartinPublic service robotics involves deploying robotic systems in socially sensitive, institutionally complex environments. While adoption is growing, structured, context-sensitive methods for designing viable business models remain lacking. This paper introduces a design artifact developed through Design Science Research and enriched by Service Science. It consists of a modular toolbox, including a phased process model and role-specific tool guides, supporting competence centers and innovation networks in co-creating service-oriented business models. The artifact was iteratively refined through co-creative cycles across three centers. Results show how it fosters stakeholder alignment, methodological accessibility, and systemic integration. The study contributes to operationalizing service system design and offers guidance for business model innovation in public robotics.Item type: Item , Introduction to the Minitrack on Digital Service Design, Innovation, and Management(2026-01-06) Nenonen, Suvi; Böhmann, Tilo; Leimeister, Jan; Tuunanen, Tuure