Iterative uncertainty reduction in multi-actor smart service innovation

Jens Poeppelbuss (), Martin Ebel and Jürgen Anke
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Jens Poeppelbuss: Ruhr-Universität Bochum
Martin Ebel: Ruhr-Universität Bochum
Jürgen Anke: HTW Dresden

Electronic Markets, 2022, vol. 32, issue 2, No 16, 599-627

Abstract: Abstract Smart service innovation is the process of reconfiguring resources, structures, and value co-creation processes in service systems that result in novel data-driven service offerings. The nature of such offerings requires the involvement of multiple actors, which has been investigated by a few studies only. In particular, little is known about the multiple actors’ efforts to manage uncertainty in the process of establishing smart service systems. Empirically grounded in data from 25 interviews with industry experts, we explore how organizations act and interact in smart service innovation processes. For our data analysis, we adopt a microfoundational view to derive a theoretical model that conceptualizes actor engagement as a microfoundation for iterative uncertainty reduction in the actor-to-actor network of the smart service system. Our study contributes to information systems research on service systems engineering and digital transformation by explaining smart service innovation from both a multi-actor and a multi-level perspective, drawing on service-dominant (S-D) logic and microfoundations as well-established theoretical lenses.

Keywords: Service system; Digital transformation; Microfoundations; S-D logic; Actor engagement (search for similar items in EconPapers)
JEL-codes: L86 M15 O30 O32 (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s12525-021-00500-4

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