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International Conference on Business Information Systems

BIS 2021: Business Information Systems Workshops pp 186–197Cite as

Understanding Customer-Induced Orchestration of Services: A Review of Drivers and Concepts

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 444))

Abstract

Service Innovation plays an important role in research and practice and enabled the surge of new concepts that changes the focus from a product-oriented approach to a service-oriented approach. However, further developments place the customer in the center of company-client relationships. The recent advances in customer data analysis and the positioning of customers as company’s co-creators led to the development of a new concept called Customer-induced Orchestration of Services. The novelty of the topic requires further studies and a deeper understanding of the interdisciplinary concepts around it. This paper identifies the main drivers and concepts, allowing a more holistic view on the topic. The results support further research, as well as the development of a framework or method for the application of Customer-induced Orchestration of Services, which enables more transparency and control for customers.

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Acknowledgement

The authors gratefully acknowledge the financial support of this research by the German Academic Exchange Service (DAAD) within the project ‘Social CRM as Specialization Subject in Brazilian Universities’ (57449332) and the Sächsische Aufbaubank and European Union within the ESF project SPE4CRM (100362354).

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Authors and Affiliations

  1. Social CRM Research Center, Leipzig, Germany

    Julio Viana & Olaf Reinhold

  2. Leipzig University, Leipzig, Germany

    Rainer Alt

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  1. Julio Viana
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  2. Rainer Alt
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  3. Olaf Reinhold
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Correspondence to Julio Viana .

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Editors and Affiliations

  1. Poznań University of Economics and Business, Poznan, Poland

    Witold Abramowicz

  2. TIB Leibniz Information Center Science and Technology and University of Hannover, Hannover, Germany

    Sören Auer

  3. Poznań University of Economics and Business, Poznan, Poland

    Milena Stróżyna

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Viana, J., Alt, R., Reinhold, O. (2022). Understanding Customer-Induced Orchestration of Services: A Review of Drivers and Concepts. In: Abramowicz, W., Auer, S., Stróżyna, M. (eds) Business Information Systems Workshops. BIS 2021. Lecture Notes in Business Information Processing, vol 444. Springer, Cham. https://doi.org/10.1007/978-3-031-04216-4_18

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  • DOI: https://doi.org/10.1007/978-3-031-04216-4_18

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