DSR IN SERVICE SCIENCE

Track Chairs

Prof. Rahul Thakurta, XIMB, India [Profile]

Prof. Jan Marco Leimeister, University of St. Gallen & Director of IWI HSG [Profile]

Research Theme

Design Science Research deals with the construction of artifacts, i.e. methods, models, constructs and instantiations, and their validation („evaluate“) which can be achieved as proof-of-concept, proof-of-value and proof-of-use. Types of design science research contributions can be manifold, but always address a class of problems and solve real-world problems (Hevner 2004; Gregor and Hevner 2013; Gregor 2006).

Service Science is a highly interdisciplinary field that is deeply rooted in information systems research. Its main focus is the design and study of service systems which co-create configurations of people, technology, internal and external stakeholders connected by value propositions and shared information (such as language, laws, measures, models, etc.)“ (Maglio and Spohrer  2008).

Considering the digital transformations and other current developments it can be agreed on the many-to-many service experiences ( Chandler and Lusch 2015) service systems are based on and that the traditional role of the service provider transforms to a role of a service aggregator and orchestrator of the service systems, which is “different than the dyadic buyer and seller standard equilibrium neoclassical economic model” and needs according value propositions which “invite, shape, and potentially transform engagement in service” ( Chandler and Lusch 2015).

Given the digital transformation and other current developments, the  “innovative assembly of ICT as well as non-ICT resources” is considered highly relevant ( Srivastava and Shainesh 2015) in service systems. As technology is considered a “game changer” for services (Ostrom, Parasuraman et al. 2015), many contexts that have been studied without an IT perspective might need adjustments for the new digital settings and platform structures. Inter-organizational service delivery systems as well as technology- and ICT-enabled platforms and ecosystems have been studied in several contexts ( Barrett, Davidson et al. 2015), but these digital infrastructures as the basis of successful service systems need further consideration (Henfridsson and Bygstad 2013).

Overall, this track wants to attract research which uses the design science research approach to design and evaluate service systems which we understand as “complex socio-technical systems that enable value co-creation” (Böhmann, Leimeister et al. 2014) and that addresses the changes and challenges described above.

We strongly encourage authors who perform research in the outlined fields to send us their best work. In addition to the assessment of scientific rigor, submissions will be reviewed in regards to their potential to solve real-world problems and to the extent of their demonstrated (potential) impact as well as to their unique contributions to theory and practice.

Topics

  • Service systems engineering
  • Orchestration of service systems
  • Design of sociotechnical systems, e.g. smart cities
  • Service innovations
  • Information and data modelling of service systems
  • Value co-configuration and value networks
  • Value propositions and value capture
  • Business models
  • Smart service systems
  • Service systems that integrate traditional and new service settings, e.g. person-oriented and technical, offline and online, digital and non-digital
  • Person-oriented services systems, e.g. for health/care or education/learning services
  • The design and interplay of service and work systems
  • Crowd-based mechanisms in service systems
  • New forms of work and work organization