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Service Artifacts as Co-creation Boundary Objects in Digital Platforms

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Service Systems Science

Part of the book series: Translational Systems Sciences ((TSS,volume 2))

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Abstract

Digital platforms are systems consisting of a platform owner and complementary and interdependent components. Service artifacts are boundary objects created by the digital platform owner that engage the end user and facilitate the knowledge processes required for value co-creation. These service artifacts function as communication mechanisms in the front end of the virtual platform, operating between the platform and the end user. We present three categories of service artifacts based on their functioning logic and the type of interaction. Working from the theory of boundary objects, we argue that database service artifacts, character artifacts, and artificial intelligence artifacts facilitate personalized value co-creation for each user individually in addition to helping the end user understand the service processes and the variety of offerings available in the platform. We present examples of different types of service artifacts that illustrate these principles. The concept of a service artifact is discussed from the viewpoint of service-dominant (S-D) logic.

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Acknowledgments

This paper is the result of research conducted in the User Experience and Usability (FIMECC UXUS) and Future Industrial Services (FIMECC FUTIS) research programs sponsored by the Finnish Metals and Engineering Competence Cluster (FIMECC). The authors wish to thank their colleagues Ms. Hoda Faghankhani and Mr. Otto Mäkelä for their insights.

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Authors and Affiliations

  1. Department of Industrial Engineering and Management, Aalto University School of Science, Espoo, Finland

    Anssi Smedlund & Ville Eloranta

Authors
  1. Anssi Smedlund
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  2. Ville Eloranta
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Correspondence to Anssi Smedlund .

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Editors and Affiliations

  1. Value and Decision Science, Graduate School of Decision Science and Technology, Tokyo Institute of Technology, Tokyo, Japan

    Kyoichi Kijima

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Smedlund, A., Eloranta, V. (2015). Service Artifacts as Co-creation Boundary Objects in Digital Platforms. In: Kijima, K. (eds) Service Systems Science. Translational Systems Sciences, vol 2. Springer, Tokyo. https://doi.org/10.1007/978-4-431-54267-4_3

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