Digital and ICT Enabled Services Minitrack

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

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