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The Role and Value of Service Orchestration in Smart Grid Prosumer Service Systems

2022 | European Conference On Information Systems | Citations: 0
Authors: Merfeld, Tanja; Meisel, Stephan

Abstract: The implementation of smart grid infrastructure as well as the rise of eco-cons ... Expand

Abstract: The implementation of smart grid infrastructure as well as the rise of eco-conscious prosumers in the energy markets are leading to a paradigm shift in the energy sector. Residential households can no longer be viewed as passive market entities, but have to be considered as actors participating in value creation. In this work, we present the co-creation of value in energy markets through the lens of service dominant logic, and highlight the importance of service orchestrators for deriving both design decisions and operational decisions for complex energy systems. For the example of a real-time energy trading service, we assess the value of service orchestration by means of a simulation study. Thereby, we highlight the importance of service orchestration for creating valuable business opportunities, and we provide a transdisciplinary approach that combines service science and service operations research. Collapse

Semantic filters: private household service-dominant logic

Topics: energy information system price management IT productivity decision making participatory design

Methods: simulation operations research experiment autoregressive moving average model design methodology

Theories: service-dominant logic
Exploring engagement, well-being, and welfare on engagement platforms: Insight into the personal service sector from the DACH region
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2022 | Electronic Markets | Citations: 0
Authors: Michalke, Simon; Lohrenz, Lisa; Lattemann, Christoph; Robra-Bissantz, Susanne

Abstract: Engagement platforms (EPs) are an essential technology to enable co-creation and ... Expand

Abstract: Engagement platforms (EPs) are an essential technology to enable co-creation and service innovation. Therefore, the design and governance of these platforms are receiving increasing attention in research. In this study, we aim to identify which activities and mechanisms foster engagement and which governance mechanisms are implemented to avoid harm on EPs. To this end, we conducted expert interviews with founders, CEOs, and managers of 14 personal and household-related service platform companies from the DACH region (Germany(D), Austria(A), Switzerland(CH)), to gain insights into their activities and mechanisms for creating and maintaining successful EPs. We found eight mechanisms, e.g., moderation of content, limitations of entry and certification, employed by personal EPs (PEPs) as self-regulatory mechanisms to avoid misconduct and negative experiences of actors. The identified governance mechanisms may guide the design and governing of PEPs by providing tangible examples to foster actor engagement while considering externalities on a societal and individual level. Collapse

Semantic filters: private household service-dominant logic

Topics: participatory design economic surplus IS economics innovation management business process innovation

Methods: qualitative interview design methodology literature study design requirement design principle

Theories: dominant logic service-dominant logic
Fostering Visibility, Commitment and Trust on Digital Platforms: Insights into Personal Engagement Platforms from the DACH Region
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2021 | HICSS | Citations: 9
Authors: Lohrenz, Lisa; Michalke, Simon; Robra-Bissantz, Susanne; Lattemann, Christoph

Abstract: Engagement platforms (EPs) are an essential technology to enable modern co-creat ... Expand

Abstract: Engagement platforms (EPs) are an essential technology to enable modern co-creation and service innovation. Therefore, the design of these platforms is receiving increasing attention in research. In this study, we thus conducted expert interviews with founders, CEOs, and managers of 14 personal and household-related service platform companies from the DACH region, to gain insights into their activities and mechanisms for creating and maintaining successful EPs. Drawing from a preceding literature analysis, we offer a categorization according to the four categories: easing the entry, identifying mutual needs and problems, supporting co-creation, and facilitating service innovation. In addition, the data analysis found that the measures and activities carried out by platform owners are motivated by three concepts: trust, commitment and visibility. Overall, 29 mechanisms were identified, which aid in designing EPs. Thereby, both scholars and practitioners are presented with actionable knowledge to advance their EP endeavors. Collapse

Semantic filters: private household service-dominant logic

Topics: participatory design innovation management business process innovation business-to-consumer marketing management

Methods: qualitative interview design methodology literature study design principle design requirement

Theories: service-dominant logic dominant logic
ADOPTING A SERVICE-DOMINANT LOGIC TO PREDICTION OF PREGNANCY COMPLICATIONS: AN EXPLORATORY STUDY OF MATERNAL HEALTHCARE IN UGANDA

2017 | European Conference On Information Systems | Citations: 0
Authors: Nyende, Hawa

Abstract: The United Nations listed maternal mortality as a major problem especially in de ... Expand

Abstract: The United Nations listed maternal mortality as a major problem especially in developing countries. Predictive models that predict pregnancy complications have been suggested as an intervention to reduce maternal mortality but at the moment, many are not used in clinical practice. This study proposes a service-dominant perspective as an alternative use of predictive models to create value for maternal healthcare. We conducted an exploratory study in south-eastern Uganda in which we held semi-structured interviews with health practitioners to understand how the maternal healthcare system in Uganda works and how pregnancy complications are predicted. Results were analyzed using components from the service innovation framework. We find that overall, ICT has not been fully exploited to improve access to quality care, improve predictions and to improve collaboration among different practitioners in Uganda. Our findings suggest that by adapting a service-dominant perspective, we can enable predictive models and other technologies to assume an active role in maternal healthcare thereby supporting health practitioners with different skills and knowledge to predict pregnancy complications and hence trigger collaborative value creation. We believe that such an intervention will reduce maternal mortality. Collapse

Semantic filters: private household service-dominant logic

Topics: participatory design information system use human resource management innovation management business process innovation

Methods: qualitative interview design methodology personal interview qualitative coding literature study

Theories: service-dominant logic social capital theory
Service Augmentation and Customer Satisfaction: An Analysis of Cell Phone Services in Base-of-the-Pyramid Markets

2012 | International Conference on Information Systems | Citations: 0
Authors: Khuntia, Jiban; Mithas, Sunil; Agarwal, Ritu; Roy, Prasanto K

Abstract: In this study, we investigate how IT-enabled service augmentation influences cus ... Expand

Abstract: In this study, we investigate how IT-enabled service augmentation influences customer satisfaction for cell phone services in Base-of-the-Pyramid (BOP) markets. We conceptualize value added service and customer care as two components of service augmentation. In spite of the acknowledged competitive significance of digital services, the impact of service augmentation on customer satisfaction remains an unexplored area of research. Arguing for price- and relational- evaluations, we develop hypotheses for a substitution effect of value added services, and a complementary effect of customer care, on the relationship between core service and customer satisfaction. Specific to the BOP market context, we argue for a differentiated influence of service augmentation for different categories of providers. We empirically examine and find support for the hypothesized relationships using an archival data set from surveys of cell phone customers in seven South Asian BOP markets. We discuss the managerial implications and contributions of the findings. Collapse

Semantic filters: private household service-dominant logic

Topics: customer satisfaction mobile phone value creation customer service digital service

Methods: survey archival research conceptual modelling factor analysis data transformation

Theories: service-dominant logic

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Found 5 articles

The Role and Value of Service Orchestration in Smart Grid Prosumer Service Systems

Exploring engagement, well-being, and welfare on engagement platforms: Insight into the personal service sector from the DACH region

Fostering Visibility, Commitment and Trust on Digital Platforms: Insights into Personal Engagement Platforms from the DACH Region

ADOPTING A SERVICE-DOMINANT LOGIC TO PREDICTION OF PREGNANCY COMPLICATIONS: AN EXPLORATORY STUDY OF MATERNAL HEALTHCARE IN UGANDA

Service Augmentation and Customer Satisfaction: An Analysis of Cell Phone Services in Base-of-the-Pyramid Markets