Digital Services & Hybrid Value Creation

Track description

Digital services are becoming increasingly important in our private lives and in business relationships between companies. Virtual services complement or replace real services in order to fulfill customer wishes more effectively and efficiently or in completely new ways. The basic idea of hybrid value creation with integrated bundles of goods and services tailored to customer requirements can also be put into practice to an ever greater extent, particularly as a result of the increasing digitization and networking of products. Well-known examples include telematics-supported car insurance, audio and video streaming services and predictive maintenance of industrial machinery and equipment. At the same time, the complexity of initiating, developing and providing digital services as well as hybrid service bundles or product-service systems is increasing, as these require the close integration of the resources of both customers and partners.

This track invites submissions that report current and relevant research findings on innovation with digital services. The context of service is not restricted for this track and can range from personal services to industrial smart services. Qualitative and quantitative empirical as well as design oriented papers can be submitted. Conceptual or theoretical contributions that serve to better understand digital service innovation and hybrid value creation are also welcome.

Possible topics

- smart services

- Digital Servitization

- Data-based, digital services

- Product-service systems and hybrid service bundles in industry and for private end customers

- Conversational agents, digital assistance, service robotics and artificial intelligence in service delivery

- Customer integration in innovation and service processes

- Business process management in the service industry

- Service Innovation, Service Engineering and Service Design

- Use of development and modeling methods for smart service systems

- Development of methods, tools and other artifacts for service innovation

- Digital Innovation in Retail and Omni-Channel Retailing

- Organizational development to enable service innovation

- Inter-organizational service systems, service networks and service ecosystems

- Platform business models for digital services

- Challenges, problems and failure in digital service innovation

Track Chairs

Tilo Böhmann

Tilo Böhmann is head of the IT Management and Consulting Department at the Department of Computer Science at the University of Hamburg. His research interests include IT management, digital transformation of companies and the design of digital service systems (Service Systems Engineering). He is the author of numerous international and national publications on these topics. Tilo Böhmann received his habilitation at the Technical University of Munich, received his doctorate at the University of Hohenheim (Stuttgart) and holds a master's degree from the London School of Economics and Political Science.

Susanne Robra-Bissantz

Prof. Dr. Susanne Robra-Bissantz is head of the Institute for Business Informatics at the Technical University of Braunschweig. With her team, she researches in the field of digital services, with a focus on personal services, whose interactions and ecosystems she explains on the basis of service logic and, if sensibly digital, designs. In this environment she is interested in how collaboration between interacting actors (e.g. between customers and companies or in interest groups) is created and how it is digitally transported. The institute presents its research results mainly at national and international conferences (e.g. ECIS, ICIS, AMCIS, GeNeMe, DESRIST). Susanne Robra-Bissantz is editor of HMD - Praxis der Wirtschaftsinformatik.

Jens Pöppelbuß

Prof. Dr. Jens Pöppelbuß heads the Chair of Industrial Sales and Service Engineering in the Faculty of Mechanical Engineering at the Ruhr University Bochum. His research focuses on industrial customer, sales and service management. He focuses in particular on the question of how service innovation processes in industrial companies can be supported methodically and technically. His research results have been published in refereed journals (e.g. BISE, CAIS, EMISAJ, IJIM) and presented at national and international conferences (e.g. ECIS, ICIS). He was guest editor of the Special Issue at ISJ on "Smart Service Systems".

Associate Editors

  • Jürgen Anke, HTW Dresden, Deutschland
  • Ann-Kristin Cordes, WWU Münster, ERCIS, Deutschland
  • Carolin Durst, Hochschule Ansbach, Deutschland
  • Erdem Galipoğlu, encoway GmbH, Bremen, Deutschland
  • Christian Grotherr, Universität Hamburg, Deutschland
  • Andreas Janson, Universität Kassel, Deutschland
  • Ralf Knackstedt, Universität Hildesheim, Deutschland
  • Christoph Lattemann, Jacobs University Bremen gGmbH, Deutschland
  • Claudia Lehmann, HHL Leipzig, Deutschland
  • Michael Leyer, Universität Rostock, Deutschland
  • Martin Matzner, Friedrich-Alexander-Universität Erlangen-Nürnberg, Deutschland
  • Christoph Peters, Universität St. Gallen, Schweiz
  • Angela Roth, Friedrich-Alexander-Universität Erlangen-Nürnberg, Deutschland
  • Dominik Siemon, TU Braunschweig, Deutschland
  • Oliver Thomas, Universität Osnabrück, Deutschland
  • Clemens Wolff, Karlsruhe Service Research Institute, KIT, Karlsruhe, Deutschland
  • Martin Wolf, FH Aachen, Deutschland
  • Verena Wolf, Universität Paderborn, Deutschland
  • Andreas Zolnowski, Signal Iduna Gruppe, Hamburg, Deutschland