Track Description

Digital services are becoming increasingly important in business-to-business relationships and our private life. Virtual services complement or replace real services in order to fulfill customer wishes more effectively and efficiently or in completely new ways. Through digitalization and the connectivity of so-called smart products, the key idea of product-service systems as customer-oriented, integrated bundles of goods and services can now be put into practice better than ever before. Well-known examples are telematics-supported car insurance, audio and video streaming services or predictive maintenance of industrial machinery and equipment. At the same time, the complexity of initiating, developing and providing digital services as well as smart 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 results on innovation with digital services and smart product service systems. The context of service is not restricted for this track and can range from personal services to smart services in business-to-business settings. We invite qualitative and quantitative empirical as well as design oriented papers. Conceptual or theoretical contributions that serve to better understand digital service innovation and smart product-service systems are also welcome.

Possible Topics

• Smart services

• Digital servitization

• Data-driven and digital services

• Product-service systems in both business-to-business and business-to-consumer settings

• Conversational agents, service robots and artificial intelligence in service provision

• Value co-creation and co-innovation with service customers

• Service process management

• Service innovation, service engineering, and service design

• Methods for smart (product-)service systems engineering

• Design of artifacts that enable service innovation

• Digital innovation in retailing

• Organisational change as an enabler of service innovation

• Inter-organisational service systems and service ecosystems

• Digital service platforms and platform-based business models for digital services

Challenges and failure of service innovation

Track Chairs

Tilo Böhmann

Universität Hamburg

Prof. Dr. Tilo Böhmann is head of the IT Management and Consulting Group at the Department of Computer Science at the University of Hamburg. His research interests include IT management, digital transformation of organisations 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 completed 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

TU Braunschweig

Prof. Dr. Susanne Robra-Bissantz is head of the Institute for Information Systems at the Technische Universität Braunschweig. With her team, she does research in the field of digital services with a focus on people-oriented services. In particular, she is interested in how collaboration between actors (e.g., between customers and companies or other stakeholders) is created and how it is digitally supported. The Institute presents its research results at national and international conferences (e.g., ECIS, ICIS, AMCIS, GeNeMe, DESRIST). Susanne Robra-Bissantz is editor of HMD – Praxis der Wirtschaftsinformatik.

Jens Pöppelbuß

Ruhr-Universität Bochum

Prof. Dr. Jens Pöppelbuß is Full Professor of Industrial Sales and Service Engineering in the Faculty of Mechanical Engineering at the Ruhr University of Bochum. His research focuses on digital servitization. In particular, he studies how service innovation processes in manufacturing 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 ISJ Special Issue 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, KSRI – Karlsruhe Service Research Institute, KIT, Karlsruhe, Deutschland

• Martin Wolf, FH Aachen, Deutschland

• Verena Wolf, Universität Paderborn, Deutschland

Andreas Zolnowski, Signal Iduna Gruppe, Hamburg, Deutschland