Exploring Services Science

Inhaltsverzeichnis

1. Frontmatter

2. Theoretical Contributions: Literature Analysis and Conceptual Models

   1. Frontmatter

   2. Tracing the Roots of the Organizational Benefits of IT Services

      Stefano Za, Alessio Maria Braccini

      Abstract

      The study of the organizational impact of information technology services on the value generation process in organizations has a story that spans over several decades. In this stream of research, that goes under the name of IT value, scholars debated over years on the potential existence of a positive link between the presence of IT services and the organizational performance. The field of IT value is ample and continuous. Considering these aspects this paper contributes to the literature by proposing a quantitative analysis of the IT value literature. Our study complements existing studies on the value of IT services, which followed qualitative approaches, focusing on the summarization and systematization of existing literature. This paper presents the results of a longitudinal bibliometric study of the IT value literature based on 435 papers published from 1990. Our analysis shows a growing trend of publications and citations, the existence of a common theoretical foundation for the research stream identified by the most influential and co-cited sources. Our analysis identified the existence of three core research areas inside which most of the IT value discourse is developed. We concluded our research formulating some considerations regarding future IT service value investigations.

   3. Blockchain Technology as an Enabler of Service Systems: A Structured Literature Review

      Stefan Seebacher, Ronny Schüritz

      Abstract

      Blockchain technology is expected to revolutionize the way transactions are performed, thereby affecting a vast variety of potential areas of application. While expectations are high, real world impact and benefit are still unclear. To be able to assess its impact, the first structured literature review of peer-reviewed articles is conducted. As blockchain technology is centered around a peer-to-peer network, enabling collaboration between different parties, the service system is chosen as unit analysis to examine its potential contribution. We have identified a set of characteristics that enable trust and decentralization, facilitating the formation and coordination of a service system.

   4. FabLabs as Platforms for Digital Fabrication Services: A Literature Analysis

      Marco Savastano, Francesco Bellini, Fabrizio D’Ascenzo, Eusebio Scornavacca

      Abstract

      Digital fabrication is contributing to the paradigm shift that is determining a new way to design, produce and consume goods and services. In order to understand the role of FabLabs, networked platforms for the dissemination of digital culture through the sharing of technological tools and knowledge, this paper explores the main research themes and methods associated with this new business model. Through a systematic literature analysis, it provides an assessment of the state of art of the past and current literature about FabLabs from a service perspective. Based on research papers published exclusively on scholarly journals, the study describes the emergence of this research area and characterize its current status. A critical analysis of the existing research as well as some recommendations for future studies in this field are also offered.

   5. IT-Support in Workplace Health Promotion: Mobile Apps on the Rise

      Fujan Nuryan Dehkordi, Rüdiger Breitschwerdt, Michael Fellmann

      Abstract

      The purpose of this paper is to analyze the landscape of workplace health promotion applications. We analyze the contributions that consider this type of apps and their use. Therefore, the published research is summarized by a literature review presenting an overview. The findings are categorized in various clusters. As a result, it was possible to see major research streams described in literature. Furthermore, the results show a need for future research on app development for workplace health promotion.

   6. New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?

      João Reis, Marlene Amorim, Nuno Melão

      Abstract

      This article aims to investigate organizational synergies in the omni-channel service context. In doing so, it discloses new omni-channel trends and discusses its implications for managers and academics. It uses a qualitative multi-method approach, which includes more than one method of collecting data to generate comprehensiveness and rich knowledge, namely: a systematic literature review and a case study. The transition to an omni-channel service requires companies to overcome many organizational challenges and is compelling academics and practitioners to focus on its operations management. The results indicate that organizational synergies are changing the omni-channel landscape and may provide several opportunities for gaining competitive advantages by implementing new technologies (e.g. m-payments), and anticipating customer needs (e.g. multi-brand experience). It is possible that these organizational synergies are transcending the omni-channel concept, creating new trends, but to confirm this hypothesis further investigation is needed.

   7. Organizational Impact on Software Development of eServices Techniques

      Maurizio Cavallari, Francesco Tornieri, Marco De Marco

      Abstract

      New Software Development techniques with respect to cloud computing and eServices had modified IS architectures which were well established and consolidated in the past. The new methodologies of (software, micro/e) “Services” has pushed towards the adoption of software development organization independent from traditional tiered-architecture with the result of reducing both scale-up and down times as well as interruption times due to migration to different platforms. The eServices development organization relays on MicroServices architecture so that it is decomposing the legacy architecture in micro-components, each one with an independent life-cycle but interconnected and correlated, i.e. eServices. Each eService is hosted within a single container which has a proper software lifecycle and with minimal set of executable operating system libraries. The analysis goes into details about the structure and the development of eServices with MicroServices architecture. The paper discusses the new technological tendencies under the lens of an Organizational approach.

   8. Healthcare and the Co-creation of Value: Qualifying the Service Roles of Informal Caregivers

      Maddalena Sorrentino, Nabil Georges Badr, Marco De Marco

      Abstract

      The study advances the debate on the co-creation of value in healthcare by treating the informal caregivers as a key organizational resource for the providers. Using the Dialogue, Access, Risk, and Transparency (DART) model developed by Prahalad and Ramaswamy as an interpretative key, this qualitative paper frames the role of the informal caregivers within the multiple experiences of value co-creation in which they are engaged. The central argument is that the informal caregiver performs three intersecting key roles: patient’s advocate, system navigator and coordinator of care.

   9. Exploring the Relationship Between Corruption and Health Care Services, Education Services and Standard of Living

      Paulo Morais, V. L. Miguéis, Ana Camanho

      Abstract

      Understanding the impact of corruption in modern societies, namely in standard of living, health and education services, is an issue that has attracted increased attention in recent years. This paper examines the relationship between the Corruption Perception Index (CPI) provided by Transparency International and the Human Development Index (HDI) of the United Nations Development Program and its components. The analysis is done for clusters of countries with similar levels of development. For the countries with high levels of development, it was found a negative relationship between corruption and human development. Moreover, for these countries, higher corruption levels are related to poor health care services, poor education services and low standard of living. For the other clusters of countries, these relationships were not statistically significant. The results obtained reinforce the importance of efforts by international politicians and organizations in fighting corruption, particularly in highly developed countries, to promote development.

   10. Examining the Impact of Social Networking Sites on Performance of Service Firms: Evidence from Romania

       Gheorghe Militaru, Dana-Corina Deselnicu, Alexandra Ioanid

       Abstract

       The purpose of this study is to extend research on social networking sites and the role of these tools on business performance of service firms. To date, there has been little investigation of the contribution of these tools in order to identify the opportunities for improving business performance. Using cross-section data from a sample in Romania, we empirically investigated the mediating effects of service innovation on the relationship between social networking sites and business performance. Confirmatory Factor Analysis (CFA) was used to perform reliability and validity checks, and structural equation modelling (SEM) was used to test the research model. The findings fill the gap in the literature by demonstrating social networking sites influence the collaboration, ideas and knowledge sharing among employees, customers, and business partners, leading to growth the business performance. The results also indicate that innovation capability played a key role on business performance but its mediating role between social networking sites and business performance of service firms was not confirmed. Finally, the theoretical and practical implications are discussed.