Smart Service Innovation: Organization, Design, and Assessment

Background: The emergence of technologies such as the Internet of Things, big data, cloud computing, and wireless communication drives the digital transformation of the entire society. Organizations can exploit these potentials by offering new data-driven services with innovative value propositions, such as carsharing, remote equipment maintenance, and energy management services. These services result from value co-creation enabled by smart service systems, which are configurations of people, processes, and digital technologies. However, developing such systems was found to be challenging in practice. This is mainly due to the difficulties of managing complexity and uncertainty in the innovation process, as contributions of various actors from multiple disciplines must be coordinated. Previous research in service innovation and service systems engineering (SSE) has not shed sufficient light on the specifics of smart services, while research on smart service systems lacks empirical grounding. Purpose: This thesis aims to advance the understanding of the systematic development of smart services in multi-actor settings by investigating how smart service innovation (SSI) is conducted in practice, particularly regarding the participating actors, roles they assume, and methods they apply for designing smart service systems. Furthermore, the existing set of methods is extended by new methods for the design-integrated assessment of smart services and service business models. Approach: Empirical and design science methods were combined to address the research questions. To explore how SSI is conducted in practice, 25 interviews with experts from 13 organizations were conducted in two rounds. Building on service-dominant logic (SDL) as a theoretical foundation and a multi-level framework for SSI, the involvement of actors, their activities, employed means, and experienced challenges were collected. Additionally, a case study was used to evaluate the suitability of the Lifecycle Modelling Language to describe smart service systems. Design science methods were applied to determine a useful combination of service design methods and to build meta-models and tools for assessing smart services. They were evaluated using experiments and the talk aloud method. Results: On the macro-level, service ecosystems consist of various actors that conduct service innovation through the reconfiguration of resources. Collaboration of these actors is facilitated on the meso-level within a project. The structure and dynamics of project configurations can be described through a set of roles, innovation patterns, and ecosystem states. Four main activities have been identified, which actors perform to reduce uncertainty in the project. To guide their work, actors apply a variety of means from different disciplines to develop and document work products. The approach of design-integrated business model assessment is enabled through a meta-model that links qualitative aspects of service architectures and business models with quantitative assessment information. The evaluation of two tool prototypes showed the feasibility and benefit of this approach. Originality / Value: The results reported in this thesis advance the understanding of smart service innovation. They contribute to evidence-based knowledge on service systems engineering and its embedding in service ecosystems. Specifically, the consideration of actors, roles, activities, and methods can enhance existing reference process models. Furthermore, the support of activities in such processes through suitable methods can stimulate discussions on how methods from different disciplines can be applied and combined for developing the various aspects of smart service systems. The underlying results help practitioners to better organize and conduct SSI projects. As potential roles in a service ecosystem depend on organizational capabilities, the presented results can support the analysis of ex¬ternal dependencies and develop strategies for building up internal competencies.:Abstract iii Content Overview iv List of Abbreviations viii List of Tables x List of Figures xii PART A - SYNOPSIS 1 1 Introduction 2 1.1 Motivation 2 1.2 Research Objectives and Research Questions 4 1.3 Thesis Structure 6 2 Research Background 7 2.1 Smart Service Systems 7 2.2 Service-Dominant Logic 8 2.3 Service Innovation in Ecosystems 11 2.4 Systematic Development of Smart Service Systems 13 3 Research Approach 21 3.1 Research Strategy 21 3.2 Applied Research Methods 22 4 Summary of Findings 26 4.1 Overview of Research Results 26 4.2 Organizational Setup of Multi-Actor Smart Service Innovation 27 4.3 Conducting Smart Service Innovation Projects 32 4.4 Approaches for the Design-integrated Assessment of Smart Services 39 5 Discussion 44 5.1 Contributions 44 5.2 Limitations 46 5.3 Managerial Implications 47 5.4 Directions for Future Research 48 6 Conclusion 54 References 55 PART B - PUBLICATIONS 68 7 It Takes More than Two to Tango: Identifying Roles and Patterns in Multi-Actor Smart Service Innovation 69 7.1 Introduction 69 7.2 Research Background 72 7.3 Methodology 76 7.4 Results 79 7.5 Discussion 90 7.6 Conclusions and Outlook 96 7.7 References 97 8 Iterative Uncertainty Reduction in Multi-Actor Smart Service Innovation 100 8.1 Introduction 100 8.2 Research Background 103 8.3 Research Approach 109 8.4 Findings 113 8.5 Discussion 127 8.6 Conclusions and Outlook 131 8.7 References 133 9 How to Tame the Tiger – Exploring the Means, Ends, and Challenges in Smart Service Systems Engineering 139 9.1 Introduction 139 9.2 Research Background 140 9.3 Methodology 143 9.4 Results 145 9.5 Discussion and Conclusions 151 9.6 References 153 10 Combining Methods for the Design of Digital Services in Practice: Experiences from a Predictive Costing Service 156 10.1 Introduction 156 10.2 Conceptual Foundation 157 10.3 Preparing the Action Design Research Project 158 10.4 Application and Evaluation of Methods 160 10.5 Discussion and Formalization of Learning 167 10.6 Conclusion 169 10.7 References 170 11 Modelling of a Smart Service for Consumables Replenishment: A Life Cycle Perspective 171 11.1 Introduction 171 11.2 Life Cycles of Smart Services 173 11.3 Case Study 178 11.4 Discussion of the Modelling Approach 185 11.5 Conclusion and Outlook 187 11.6 References 188 12 Design-integrated Financial Assessment of Smart Services 192 12.1 Introduction 192 12.2 Problem Analysis 195 12.3 Meta-Model Design 200 12.4 Application of the Meta-Model in a Tool Prototype 204 12.5 Evaluation 206 12.6 Discussion 208 12.7 Conclusions 209 12.8 References 211 13 Towards a Cost-Benefit-Analysis of Data-Driven Business Models 215 13.1 Introduction 215 13.2 Conceptual Foundation 216 13.3 Methodology 218 13.4 Case Analysis 220 13.5 A Cost-Benefit-Analysis Model for DDBM 222 13.6 Conclusion and Outlook 225 13.7 References 226 14 Enabling Design-integrated Assessment of Service Business Models Through Factor Refinement 228 14.1 Introduction 228 14.2 Related Work 229 14.3 Research Goal and Method 230 14.4 Solution Design 231 14.5 Demonstration 234 14.6 Discussion 235 14.7 Conclusion 236 14.8 References 23

EMPOWERING PRACTITIONERS: A CONCEPTUAL FRAMEWORK FOR VALUE CO-CREATION THROUGH SMART SERVICE INNOVATION METHODOLOGIES

Smart services offer great innovation potential by incorporating digital technologies into non-digital value-creation processes. As smart service innovation poses significant challenges to organizations, existing research has contributed to understanding and addressing this phenomenon by developing various methods, tools, and processes. Yet, the academic community often still fails to bridge the “last mile” and help practitioners apply this knowledge in their specific application contexts. This article outlines how research can empower practitioners by systematically providing methodological knowledge for smart service innovation. We review and contrast existing methodologies and present a conceptual framework for value co-creation through smart service innovation methodologies. In addition, we identify six essential resource types required in these methodologies and propose emergent research avenues to guide future contributions to smart service innovation research

Empowering Practitioners: A Conceptual Framework for Value Co-Creation through Smart Service Innovation Methodologies

Smart services offer great innovation potential by incorporating digital technologies into non-digital value-creation processes. As smart service innovation poses significant challenges to organizations, existing research has contributed to understanding and addressing this phenomenon by developing various methods, tools, and processes. Yet, the academic community often still fails to bridge the “last mile” and help practitioners apply this knowledge in their specific application contexts. This article outlines how research can empower practitioners by systematically providing methodological knowledge for smart service innovation. We review and contrast existing methodologies and present a conceptual framework for value co-creation through smart service innovation methodologies. In addition, we identify six essential resource types required in these methodologies and propose emergent research avenues to guide future contributions to smart service innovation research

Comparative analysis of delivery of primary eye care in three European countries

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Projektskizze einer länder-, zeit- und medienvergleichenden Untersuchung

Das Forschungsprojekt "Die Europäische Union und die massenmediale Attribution von Verantwortung – eine länder-, zeit- und medienvergleichende Untersuchung" will zum einen die Verteilung von Verantwortungsattributionen in der massenmedialen Berichterstattung untersuchen, also klären, ob und in welchem Ausmaß die EU in der öffentlichen Darstellung tatsächlich "immer schuld" ist. Dazu sollen Annahmen über mögliche Ursachen einer solchen systematischen Benachteiligung der EU in der Auseinandersetzung um Schuldzuschreibungen getestet werden. Der vorliegende Beitrag skizziert den theoretischen Hintergrund, die zentralen Hypothesen und die Methode des von der DFG geförderten Projekts. Wir sind noch nicht in der Lage, Ergebnisse des Projekts zu präsentieren, müssen uns stattdessen auf die Darstellung der Hypothesen und des entwickelten methodischen Instrumentariums konzentrieren. Ziel des Projekts ist es, anhand einer quantifizierenden Inhaltsanalyse von zwei deutschen und zwei britischen überregionalen Tageszeitungen im Zeitverlauf von 1994 bis 2003 die Zuschreibungsmuster in und durch die Medien zu untersuchen (vgl. Gerhards 2004)

Seasonal measurements of total OH reactivity emission rates from Norway spruce in 2011

Numerous reactive volatile organic compounds (VOCs) are emitted into the atmosphere by vegetation. Most biogenic VOCs are highly reactive towards the atmosphere's most important oxidant, the hydroxyl (OH) radical. One way to investigate the chemical interplay between biosphere and atmosphere is through the measurement of total OH reactivity, the total loss rate of OH radicals. This study presents the first determination of total OH reactivity emission rates (measurements via the comparative reactivity method) based on a branch cuvette enclosure system mounted on a Norway spruce (Picea abies) throughout spring, summer and autumn 2011. In parallel VOC emission rates were monitored by a second proton-transfer-reaction mass spectrometer (PTR-MS), and total ozone (O3) loss rates were obtained inside the cuvette. Total OH reactivity emission rates were in general temperature and light dependent, showing strong diel cycles with highest values during daytime. Monoterpene emissions contributed most, accounting for 56–69% of the measured total OH reactivity flux in spring and early summer. However, during late summer and autumn the monoterpene contribution decreased to 11–16%. At this time, a large missing fraction of the total OH reactivity emission rate (70–84%) was found when compared to the VOC budget measured by PTR-MS. Total OH reactivity and missing total OH reactivity emission rates reached maximum values in late summer corresponding to the period of highest temperature. Total O3 loss rates within the closed cuvette showed similar diel profiles and comparable seasonality to the total OH reactivity fluxes. Total OH reactivity fluxes were also compared to emissions from needle storage pools predicted by a temperature-only-dependent algorithm. Deviations of total OH reactivity fluxes from the temperature-only-dependent emission algorithm were observed for occasions of mechanical and heat stress. While for mechanical stress, induced by strong wind, measured VOCs could explain total OH reactivity emissions, during heat stress they could not. The temperature-driven algorithm matched the diel variation of total OH reactivity emission rates much better in spring than in summer, indicating a different production and emission scheme for summer and early autumn. During these times, unmeasured and possibly unknown primary biogenic emissions contributed significantly to the observed total OH reactivity flux

Towards a Cost-Benefit-Analysis of Data-Driven Business Models

The emergence of data-driven business models calls for their systematic design and evaluation. In this paper, we focus on a first step towards a Cost-Benefit-Analysis of data-driven business models. Within data-driven business models, data act as enabler for the development of innovative services. However, to justify internal funding of new services, an assessment of the financial impact for the service at hand is often required. We approach this by identifying drivers of cost and benefit based on the Service Business Model Canvases of twenty cases. Based on the results, all drivers and their associated models for quantification were consolidated into a single meta-model. With this, we provide a basis for the economic assessment of service ideas and their refinement during the design process

Tailored negativity. Campaign consultants, candidate personality, and attack politics

To what extent are negative election campaigns “tailored” to the personality of the candidates? And with what electoral consequences? In this article we tackle these questions by focusing on the 2019 Swiss federal election. We estimate the presence of negativity as a function of the personality profile of competing candidates (Big Five) and the presence of professional consultants. Analyses based on data from a candidate survey (Selects 2019) suggest that campaign consultants are likely to take stock of the character of their candidate, and tailor the content of their campaigns accordingly - more aggressive for more energetic candidates (higher plasticity) and for less stable candidates (lower stability). These results, we argue, support our central claim that the role of consultants is to provide the most adequate campaign for the candidate they are promoting (“tailoring hypothesis”). We fail however to find any convincing evidence that such tailoring is electorally successful

Seasonal measurements of total OH reactivity fluxes, total ozone loss rates and missing emissions from Norway spruce in 2011 [Discussion paper]

Numerous reactive volatile organic compounds (VOCs) are emitted into the atmosphere by vegetation. Most biogenic VOCs are highly reactive towards the atmosphere's most important oxidant, the hydroxyl (OH) radical. One way to investigate the chemical interplay between biosphere and atmosphere is through the measurement of total OH reactivity, the total loss rate of OH radicals. This study presents the first determination of total OH reactivity emission rates (measurements via the Comparative Reactivity Method) based on a branch cuvette enclosure system mounted on a Norway spruce (Picea abies) throughout spring, summer and autumn 2011. In parallel separate VOC emission rates were monitored by a Proton Transfer Reaction-Mass Spectrometer (PTR-MS), and total ozone (O3) loss rates were obtained inside the cuvette. Total OH reactivity emission rates were in general temperature and light dependent, showing strong diel cycles with highest values during daytime. Monoterpene emissions contributed most, accounting for 56–69% of the measured total OH reactivity flux in spring and early summer. However, during late summer and autumn the monoterpene contribution decreased to 11–16%. At this time, a large missing fraction of the total OH reactivity emission rate (70–84%) was found when compared to the VOC budget measured by PTR-MS. Total OH reactivity and missing total OH reactivity emission rates reached maximum values in late summer corresponding to the period of highest temperature. Total O3 loss rates within the closed cuvette showed similar diel profiles and comparable seasonality to the total OH reactivity fluxes. Total OH reactivity fluxes were also compared to emissions from needle storage pools predicted by a temperature-only dependent algorithm. Deviations of total OH reactivity fluxes from the temperature-only dependent emission algorithm were observed for occasions of mechanical and heat stress. While for mechanical stress, induced by strong wind, measured VOCs could explain total OH reactivity emissions, during heat stress they could not. The temperature driven algorithm matched the diel course much better in spring than in summer, indicating a different production and emission scheme for summer and early autumn. During these times, unmeasured and possibly unknown primary biogenic emissions contributed significantly to the observed total OH reactivity flux