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Iterative uncertainty reduction in multi-actor smart service innovation

Author

Listed:
  • Jens Poeppelbuss

    (Ruhr-Universität Bochum)

  • Martin Ebel

    (Ruhr-Universität Bochum)

  • Jürgen Anke

    (HTW Dresden)

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.

Suggested Citation

  • Jens Poeppelbuss & Martin Ebel & Jürgen Anke, 2022. "Iterative uncertainty reduction in multi-actor smart service innovation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 599-627, June.
    • Handle: RePEc:spr:elmark:v:32:y:2022:i:2:d:10.1007_s12525-021-00500-4
    DOI: 10.1007/s12525-021-00500-4
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    Cited by:

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    2. Bryan N. Zambrano Manzur & Fabián A. Espinoza Bazán & Pavel Novoa-Hernández & Carlos Cruz Corona, 2024. "In what ways do AI techniques propel decision-making amidst volatility? Annotated bibliography perspectives," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-24, December.

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    More about this item

    Keywords

    Service system; Digital transformation; Microfoundations; S-D logic; Actor engagement;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
    • O30 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - General

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