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Service Systems Engineering

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  • Tilo Böhmann
  • Jan Leimeister
  • Kathrin Möslein

Abstract

Service systems engineering (SSE) focuses on the systematic design and development of service systems. Guided by a value proposition, service systems enable value co-creation through a configuration of actors and resources (often including a service architecture, technology, information, and physical artifacts), therefore constituting complex socio-technical systems. IS research can play a leading role in understanding and developing service systems. SSE calls for research leading to actionable design theories, methods and approaches for systematically designing, developing and piloting service systems, based upon understanding the underlying principles of service systems. Three major challenges have been identified: engineering service architectures, engineering service systems interactions, and engineering resource mobilization, i.e. extending the access to and use of resources by means of IT. Researching SSE is challenging. Assessing the models, methods, or artifacts of SSE often requires embedded research within existing or even novel service systems. Consequently, approaches such as piloting IT-based innovations, design research or action research are the most promising for SSE research. As an integrative discipline, IS is in a unique position to spearhead the efforts in advancing the architecture, interaction, and resource base of service systems with evidence-based design. Copyright The Author(s) 2014

Suggested Citation

  • Tilo Böhmann & Jan Leimeister & Kathrin Möslein, 2014. "Service Systems Engineering," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 6(2), pages 73-79, April.
    • Handle: RePEc:spr:binfse:v:6:y:2014:i:2:p:73-79
    DOI: 10.1007/s12599-014-0314-8
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    References listed on IDEAS

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    3. Münch, Christopher & Marx, Emanuel & Benz, Lukas & Hartmann, Evi & Matzner, Martin, 2022. "Capabilities of digital servitization: Evidence from the socio-technical systems theory," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
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    5. Julia Bräker & Anna Osterbrink & Martin Semmann & Manuel Wiesche, 2023. "User-Centered Requirements for Augmented Reality as a Cognitive Assistant for Safety-Critical Services," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 65(2), pages 161-178, April.
    6. Dirk Metzger & Christina Niemöller & Oliver Thomas, 2017. "Design and demonstration of an engineering method for service support systems," Information Systems and e-Business Management, Springer, vol. 15(4), pages 789-823, November.
    7. Oktay Turetken & Paul Grefen & Rick Gilsing & O. Ege Adali, 2019. "Service-Dominant Business Model Design for Digital Innovation in Smart Mobility," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(1), pages 9-29, February.
    8. Raffaele Fabio Ciriello & Alexander Richter & Gerhard Schwabe, 2018. "Digital Innovation," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 60(6), pages 563-569, December.
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