Digital Service: Technological Agency in Service Systems

Daniel Pakkala, James Spohrer

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

Abstract

This paper defines digital service in the context of technologically enhanced value co-creation between service system entities. Progress in digitalization and Artificial Intelligence (AI) is increasing the relative share of technologically enhanced value co-creation between service system entities (e.g., people, companies, nations). Highly automated technical systems increasingly act as autonomous agents, on behalf of service providers, in value co-creation interactions with the system users. Sufficient conceptualization, abstractions and modeling paradigms for research and development of this type of value co-creation are absent from the literature and introduced in this paper. The main contribution of the paper is introduction and definition of digital service and digital service membrane as fundamental concepts in service science and service systems, with directions for future research on the topic.
Original languageEnglish
Title of host publicationProceedings of the 52nd Hawaii International Conference on System Sciences
EditorsTung X. Bui
Pages1886-1895
Number of pages10
ISBN (Electronic)978-0-9981331-2-6
DOIs
Publication statusPublished - 8 Jan 2019
MoE publication typeA4 Article in a conference publication
Event52nd Hawaii International Conference on System Sciences, HICSS-52 - Hawaii, USA, Maui, United States
Duration: 8 Jan 201911 Jan 2019
Conference number: 52

Conference

Conference52nd Hawaii International Conference on System Sciences, HICSS-52
Abbreviated titleHICSS 2019
CountryUnited States
CityMaui
Period8/01/1911/01/19

Keywords

  • Service science
  • Digital service
  • Technological agency
  • Service systems
  • Artificial intelligence
  • Digital Service Engineering

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  • Cite this

    Pakkala, D., & Spohrer, J. (2019). Digital Service: Technological Agency in Service Systems. In T. X. Bui (Ed.), Proceedings of the 52nd Hawaii International Conference on System Sciences (pp. 1886-1895) https://doi.org/10.24251/HICSS.2019.229