Skip to main content
SpringerLink
Log in

Nascent Design Principles Enabling Digital Service Platforms

  • Conference paper
  • First Online:
Tackling Society's Grand Challenges with Design Science (DESRIST 2016)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 9661))

Abstract

To facilitate innovation of value-enabling IT services in a service ecosystem, digital service platforms are needed. However, existing service platforms, neither fully inscribes premises of the service dominant logic, nor the principles of open innovation. Seldom are they digital. We argue that there is a lack of consolidated normative theory of how to design digital service innovation platforms. This is problematic, because it hampers actors in service ecosystems to combine and advance their capabilities. To this end, researchers and practitioners have jointly designed and evaluated a digital service platform using Action Design Research methodology. Accordingly, the overall purpose of this paper is to present intermediate results from the evaluation of the digital service platform and to contribute nascent design principles enabling researchers and practitioners to leverage other instances of purposive digital service platforms.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Notes

  1. 1.

    We agree with [3, p 161] who define a service ecosystem as a “relatively self-contained, self-adjusting system of mostly loosely coupled social and economic (resource-integrating) actors connected by shared institutional logics and mutual value creation through service exchange”.

  2. 2.

    We have embraced a broad definition of digital innovation, which is in line with [31] who describes an innovation as, “…an idea, practice, or project that is perceived as new by an individual or other unit of adoption”. However, to be an IT service innovation we add that the innovation is enabling value and is composed of or enabled by IT.

  3. 3.

    Note. There is a difference between service process and service innovation process.

References

  1. Vargo, S.L., Lusch, R.F.: Why service? J. Acad. Mark. Sci. 36(1), 25–38 (2008)

    Article  Google Scholar 

  2. Chesbrough, H.: Open Services Innovation: Rethinking Your Business to Grow and Compete in a New Era. Jossey-Bass, San Francisco (2011)

    Book  Google Scholar 

  3. Lusch, R., Nambisan, S.: Service innovation: a service-dominant logic perspective. MIS Q. 39(1), 155–176 (2015)

    Google Scholar 

  4. Henfridsson, O., Mathiassen, L., Svahn, F.: Managing technological change in the digital age: the role of architectural frames. J. Inf. Technol. 29, 27–43 (2014)

    Article  Google Scholar 

  5. Yoo, Y., Lyytinen, K., Boland, R., Berente, N., Gaskin, J., Schutz, D., Srinivasan, N.: The next wave of digital innovation: opportunities and challenges. In: A Report of a Research Workshop on Digital Challenges in Innovation Research (2010)

    Google Scholar 

  6. Yoo, Y., Boland, R.J., Lyytinen, K., Majchrzak, A.: Organizing for innovation in the digitized world. Organ. Sci. 23(5), 1398–1408 (2012)

    Article  Google Scholar 

  7. Diener, K, and Piller, F.: Facets of open innovation: development of a conceptual framework. In: Open User Innovation Conference, Boston (2008)

    Google Scholar 

  8. Prahalad, C.K., Ramaswamy, V.: Co-creating unique value with customers. Strateg. Leadersh. 32(3), 4–9 (2004)

    Article  Google Scholar 

  9. Nylén, D., Holmström, J.: Digital innovation strategy: a framework for diagnosing and improving digital product and service innovation. Bus. Horiz. 58(1), 57–67 (2015)

    Article  Google Scholar 

  10. Kappelman, L., Johnson, V., McLean, E., Gerhart, N.: The 2014 SIM IT key issues and trends study. MIS Q. Exec. 13(4), 237–263 (2014)

    Google Scholar 

  11. Lusch, R.F., Vargo, S.L., O’Brien, M.: Competing through service: insights from service-dominant logic. J. Retail. 83(1), 2–18 (2007)

    Article  Google Scholar 

  12. Walls, J.H., Widmeyer, G.R., El Sawy, O.A.: Building an information systems design theory for vigilant EIS. Inf. Syst. Res. 3(1), 36–59 (1992)

    Article  Google Scholar 

  13. Sein, M., Henfridsson, O., Purao, S., Rossi, M., Lindgren, R.: Action design research. MIS Q. 35(1), 37–56 (2011)

    Google Scholar 

  14. Yoo, J. H.: Service platform strategy: social networking and mobile service platform perspectives. Doctoral dissertation, Massachusetts Institute of Technology (2011)

    Google Scholar 

  15. Vargo, S.L., Lusch, R.F.: Evolving to a new dominant logic for marketing. J. Mark. 68, 1–17 (2004)

    Article  Google Scholar 

  16. Heinrich, P., Schwabe, G.: Communicating nascent design theories on innovative information systems through multi-grounded design principles. In: Tremblay, M.C., VanderMeer, D., Rothenberger, M., Gupta, A., Yoon, V. (eds.) DESRIST 2014. LNCS, vol. 8463, pp. 148–163. Springer, Heidelberg (2014)

    Chapter  Google Scholar 

  17. Chesbrough, H.: Open Innovation: The New Imperative for Creating and Profiting from Technology. Harvard Business School Press, Boston, MA (2003)

    Google Scholar 

  18. Markus, M.L., Majchrzak, A., Gasser, L.: A design theory for systems that support emergent knowledge processes. MIS Q. 26(3), 179–212 (2002)

    Google Scholar 

  19. Kuechler, W., Vaishnavi, V.: On theory development in design science research anatomy of a research project. Eur. J. Inf. Syst. 17, 489–504 (2008)

    Article  Google Scholar 

  20. Gregor, S., Hevner, A.R.: Positioning and presenting design science research for maximum impact. Manage. Inf. Syst. Q. 37, 337–355 (2013)

    Google Scholar 

  21. Merton, R.C.: Harvard Business Review 91(4), 48–56, 9p. 3, April 2013

    Google Scholar 

  22. Eaton, B., Elaluf-Calderwood, S., Sørensen, C., Yoo, Y.: Distributed tuning of boundary resources: the case of apple’s iOS service system. MIS Q. 39(1), 217–243 (2015)

    Google Scholar 

  23. Vargo, S.L., Lusch, R.F.: Institutions and axioms An extension and update of service-dominant logic. J. Acad. Mark. Sci. 44, 5–23 (2015). Advance online

    Article  Google Scholar 

  24. Wareham, J., Fox, P.B., Cano Giner, J.L.: Technology Ecosystem Governance. Sci. 25, 1195–1215 (2014). Articles in Advance

    Google Scholar 

  25. Boudreau, K.: Does opening a platform stimulate innovation? The effect on systemic and modular innovations. MIT Sloan Research paper No. 4611-05 (2007)

    Google Scholar 

  26. Ceccagnoli, M., Forma, C., Huang, P., Wu, D.J.: Cocreation of value in a platform ecosystem: the case of enterprise software. MIS Q. 36(1), 263–290 (2012)

    Google Scholar 

  27. Drucker, P.: The coming of the new organization. Harvard Bus. Rev. 66, 45–53 (1988)

    Google Scholar 

  28. Christensen, C.: The Innovators Dilemma. Harvard Bussiness Review, Boston, US (1997)

    Google Scholar 

  29. Thomke, S.: Enlightened experimentation - the new imperative for innovation. Harvard Bus. Rev. 79(2), 66–75 (2001)

    Google Scholar 

  30. Chesbrough, H., Bogers, M.: Explicating open innovation. In: Chesbrough, H., Vanhaverbeke, W., West, J. (eds.) New Frontiers in Open Innovation. Oxford University Press, Oxford (2014)

    Chapter  Google Scholar 

  31. Rogers, E.M.: Diffusion of Innovations. Free Press, New York (2003)

    Google Scholar 

  32. Gopalakrishnan, S., Damanpour, F.: A review of innovation research in economics, sociology, and technology management. Omega 25(1), 15–28 (1997)

    Article  Google Scholar 

  33. Davenport, T.: Process Innovation: Reengineering Work Through Information Technology. Harvard Business School, Boston (1993)

    Google Scholar 

  34. den Hertog, P., van der Aa, W., de Jong, M.W.: Capabilities for managing service innovation towards a conceptual framework. J. Serv. Manage. 21(4), 490–514 (2010)

    Article  Google Scholar 

  35. Vanhaverbeke, W., Chesbrough, H., West, J.: Surfing the new wave of open innovation research. In: Chesbrough, H., Vanhaverbeke, W., West, J. (eds.) New Frontiers in Open Innovation. Oxford University Press, Oxford (2014)

    Google Scholar 

  36. Office of Government Commerce: ITIL Service Operation. The Stationary Office (2011)

    Google Scholar 

  37. CMMI Product Team: CMMI for Services Version 1.3, Carnegie Mellon. Software Engineering Institute, Pittsburgh, PA (2010)

    Google Scholar 

  38. Hoving, W., van Bon, J.: The ISM Method – Past, Present and Future of IT Service Management. The Stationary Office, London (2012)

    Google Scholar 

  39. Rostock, P.: En bok om IT Service Management. Stjärnförlag, Sundbyberg (2013)

    Google Scholar 

  40. Göbel, H.: IT Service management - design principles for IT service management, Licentiate thesis. University of Linköping, Linköping (2014)

    Google Scholar 

  41. ITSM Community.: OGC self-assessment tool for ITIL service support (2016). http://www.itsmcommunity.org/resources/tool/ogc_self_assessment_tool_for_itil_service_support/

  42. Zoho Corp.: Service Desk Plus. https://www.manageengine.com/products/service-desk. Accessed 12 Feb 2016

  43. Solisma, Service Improvement Tool. http://service-improvement.com/. Accessed 16 Feb 2014

  44. Patton, M.Q.: Qualitative Evaluation and Research Methods, 2nd edn. Sage Publications, London (1990)

    Google Scholar 

  45. Goldkuhl, G.: Design theories in information systems - a need for multi-grounding. J. Inf. Technol. Theory Appl. JITTA 6, 59–72 (2004)

    Google Scholar 

  46. Robertson, A.: Innovation management. Manag. Decis. Monogr. 12, 6–16 (1974)

    Google Scholar 

  47. Zaltman, G., Duncan, R., Holbek, J.: Innovations and Organizations. Wiley, New York (1973)

    Google Scholar 

  48. Fowler, F.J.: Survey Research Methods. Sage Publications, Thousand Oaks, CA (2002)

    Google Scholar 

  49. Hipp, C., Grupp, H.: Innovation in the service sector: the demand for service-specific innovation measurement concepts and typologies. Res. Policy 34, 517–535 (2005)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Borås, IT-section, Borås, Sweden

    Hannes Göbel & Stefan Cronholm

Authors
  1. Hannes Göbel
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Stefan Cronholm
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Hannes Göbel .

Editor information

Editors and Affiliations

  1. Memorial University of Newfoundland, St. Johns, Canada

    Jeffrey Parsons

  2. University of Jyväskylöä, Jyväskylä yliopisto, Finland

    Tuure Tuunanen

  3. Curtain University, Bentley, Australia

    John Venable

  4. Innovation Value Institute, Maynooth University, Maynooth, Co., Kildare, Ireland

    Brian Donnellan

  5. School of Computing, Dublin City University, Dublin 9, Ireland

    Markus Helfert

  6. Intel Labs Europe, Leixlip, Ireland

    Jim Kenneally

Rights and permissions

Reprints and permissions

Copyright information

© 2016 Springer International Publishing Switzerland

About this paper

Cite this paper

Göbel, H., Cronholm, S. (2016). Nascent Design Principles Enabling Digital Service Platforms. In: Parsons, J., Tuunanen, T., Venable, J., Donnellan, B., Helfert, M., Kenneally, J. (eds) Tackling Society's Grand Challenges with Design Science. DESRIST 2016. Lecture Notes in Computer Science(), vol 9661. Springer, Cham. https://doi.org/10.1007/978-3-319-39294-3_4

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-39294-3_4

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-39293-6

  • Online ISBN: 978-3-319-39294-3

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation