Abstract
The purpose of this study is to analyze the nature of IT artifacts that have been proposed in the emerging discipline of Service Science, Management and Engineering (SSME) as well as to provide further directions for design research in the service discipline. We review a sample of 123 service-related IT artifacts – that we identified on a German online research portal – by coding them with a framework for design research in the service science discipline. The key insights derived from the analysis are: (1) methods dominate other artifact types; (2) instantiations are almost exclusively developed for supporting the potential dimension of services; (3) research on customer solutions focuses on an inside-out perspective; (4) new constructs are predominantly developed for modeling the outcome dimension of services; (5) artifacts often possess a narrow scope; and (6) artifacts are seldom instantiated into software tools. These novel insights are expected to guide future design research in the service discipline by identifying areas which have only been sparsely addressed by design research or are yet to evolve to a sufficient state of maturity. Our approach is original as it features an early and innovative endeavor for identifying the nature of IT artifacts in SSME.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
OECD: Enhancing the Performance of the Service Sector, http://www.value-chains.org/dyn/bds/docs/497/WolflOECDEnhancingPerformanceServicesSector.pdf#page=26
Spohrer, J.C., Riecken, D.: Service Science. ACM Commun. 49, 31–34 (2006)
Katzan, H.: Service Science: Concepts, Technology, Management. iUniverse, NY (2008)
Bundeszentrale für politische Bildung (bpb): Datenreport 2008 - Ein Sozialbericht für die Bundesrepublik Deutschland. Bonn, Germany (2008)
Spohrer, J., Maglio, P., Bailey, J., Gruhl, D.: Steps toward a science of service systems. Computer 40, 71–77 (2007)
Rai, A., Sambamurthy, V.: Editorial Notes - The Growth of Interest in Services Management. Inform. Syst. Res. 17, 327–331 (2006)
Bardhan, I.R., Demirkan, H., Kannan, P.K., Kauffman, R.J., Sougstad, R.: An Interdisciplinary Perspective on IT Services Management and Service Science. J. Manage Inform. Syst. 26, 13–64 (2010)
Gregor, S.: The Nature of Theory in Information Systems. MIS Quart. 30, 611–642 (2006)
Orlikowski, W.J., Iacono, C.S.: Research commentary: Desperately seeking the “IT” in IT research – A call to theorizing the IT artifact. Inform. Syst. Res. 12, 121–134 (2001)
Buhl, H.U., Weinhardt, C.: Die Aufgabe der Wirtschaftsinformatik in der Dienstleistungsforschung. Wirtschaftsinf 51, 469–542 (2009)
Velamuri, V.K., Neyer, A.-K., Möslein, K.M.: Hybrid Value Creation: A systematic review of an evolving research area. Journal für Betriebswirtschaft, forthcoming
Becker, J., Beverungen, D., Knackstedt, R., Matzner, M., Müller, O., Pöppelbuß, J.: A Framework for Design Research in the Service Science Discipline. In: Proceedings of the 15th Americas Conference on Information Systems (2009)
Hevner, A.R., March, S.T., Park, J., Ram, S.: Design Science in Information Systems Research. MIS Quart. 28, 75–105 (2004)
Shostack, G.L.: How to design a service. European Journal of Marketing 16, 49–63 (1982)
Becker, J., Beverungen, D., Knackstedt, R.: The challenge of conceptual modeling for product–service systems: status-quo and perspectives for reference models and modeling languages. Inf. Syst. E-Bus. Manage. 8, 33–66 (2009)
Vargo, S.L., Lusch, R.F.: Evolving to a New Dominant Logic for Marketing. J. Marketing 68, 1–17 (2004)
Sampson, S.E., Froehle, C.M.: Foundations and implications of a proposed unified services theory. Prod. Oper. Manag. 15, 329–343 (2006)
Alter, S.: The work system method: connecting people, processes, and IT for business results. Work System Press, Larkspur (2006)
Alter, S.: Service system fundamentals: Work system, value chain, and life cycle. IBM Syst. J. 47, 71–85 (2008)
Edvardsson, B., Olsson, J.: Key Concepts for New Service Development. Serv. Ind. J. 16, 140–164 (1996)
Ramaswamy, R.: Design and management of service processes: keeping customers for life. Addison Wesley, New York (1996)
Jauch, L., Osborn, R., Martin, T.: Structured content analysis of cases: A complementary method for organizational research. Acad. Manage. Rev. 5, 517–525 (1980)
Elo, S., Kyngäs, H.: The qualitative content analysis process. J. Adv. Nurs. 62, 107–115 (2008)
Freelon, D.G.: ReCal: Intercoder Reliability Calculation as a Web Service. Int. J. of Internet Sci. 5, 20–33 (2010)
German Standards Institute (DIN): Publicly Available Specification 1094: Product-Service Systems – Value Creation by Integrating Goods and Services. Beuth, Berlin (2009)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Becker, J., Beverungen, D., Matzner, M., Müller, O., Pöppelbuß, J. (2011). Design Science in Service Research: A Framework-Based Review of IT Artifacts in Germany. In: Jain, H., Sinha, A.P., Vitharana, P. (eds) Service-Oriented Perspectives in Design Science Research. DESRIST 2011. Lecture Notes in Computer Science, vol 6629. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-20633-7_26
Download citation
DOI: https://doi.org/10.1007/978-3-642-20633-7_26
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-20632-0
Online ISBN: 978-3-642-20633-7
eBook Packages: Computer ScienceComputer Science (R0)