Deutsch
Bibtex
Cite as text
@Select Types{,
Journal = "Band-1",
Title= "Capabilities for Ambidextrous Innovation of Digital Service",
Author= "Verena Wolf",
Doi= "https://doi.org/10.30844/wi_2020_j13-wolf",
Abstract= "Service innovations have been a subject in the literature since the 1980s. However, ever-shortening innovation cycles and the emergence of new digital technologies create the need to reconsider well-established concepts for designing digital service. In fast changing ecosystems, organizations are under pressure to simultaneously explore new opportunities and exploit their existing portfolio, which is described as ambidexterity. While service engineering methods provide useful guidance for designing digital services, innovators are often overstrained with applying them properly. Based on ambidexterity theory, we performed a delphi study to identify organizational and individual capabilities for ambidextrous innovation of digital service. We propose a framework that shows which capabilities enable organizations exploring new value propositions while simultaneously exploiting existing digital service.
",
Keywords= "Service Innovation, Digital Service, Ambidexterity, Capabilities
",
}
Verena Wolf: Capabilities for Ambidextrous Innovation of Digital Service. Online: https://doi.org/10.30844/wi_2020_j13-wolf (Abgerufen 23.11.24)
Open Access
Abstract
Abstract
Service innovations have been a subject in the literature since the 1980s. However, ever-shortening innovation cycles and the emergence of new digital technologies create the need to reconsider well-established concepts for designing digital service. In fast changing ecosystems, organizations are under pressure to simultaneously explore new opportunities and exploit their existing portfolio, which is described as ambidexterity. While service engineering methods provide useful guidance for designing digital services, innovators are often overstrained with applying them properly. Based on ambidexterity theory, we performed a delphi study to identify organizational and individual capabilities for ambidextrous innovation of digital service. We propose a framework that shows which capabilities enable organizations exploring new value propositions while simultaneously exploiting existing digital service.
Keywords
Schlüsselwörter
Service Innovation, Digital Service, Ambidexterity, Capabilities
References
Referenzen
1. Martini, A., Laugen, B.T., Gastaldi, L., Corso, M.: Continuous Innovation: Towards a Paradoxical, Ambidextrous Combination of Exploration and eEploitation. International Journal of Technology Management 61, 1–22 (2013)
2. O’Reilly III, C.A., Tushman, M.L.: Ambidexterity as a Dynamic Capability: Resolving the Innovator’s Dilemma. Research in Organizational Behavior 28, 185–206 (2008)
3. Raisch, S., Birkinshaw, J.: Organizational ambidexterity: Antecedents, outcomes, and moderators. Journal of management 34, 375–409 (2008)
4. Bitner, M.J., Ostrom, A.L., Morgan, F.N.: Service Blueprinting: A Practical Technique for Service Innovation. California management review 50, 66–94 (2008)
5. Patricio, L., Fisk, R.P., Falcão e Cunha, J., Constantine, L.: Multilevel Service Design: from Customer Value Constellation to Service Experience Blueprinting. Journal of Service Research 14, 180–200 (2011)
6. Patricio, L., Fisk, R.P., Falcão e Cunha, J.: Designing Multi-Interface Service Experiences: the Service Experience Blueprint. Journal of Service Research 10, 318–334 (2008)
7. Beverungen, D., Lüttenberg, H., Wolf, V.: Recombinant Service Systems Engineering. Business & Information Systems Engineering 60, 377–391 (2018)
8. Becker, J., Beverungen, D., Knackstedt, R., Matzner, M.: Configurative Service Engineering-a Rule-Based Configuration Approach for Versatile Service Processes In Corrective Maintenance. In: System Sciences, 2009. HICSS’09. 42nd Hawaii International Conference on, pp. 1–10 (2009)
9. Lindahl, M., Sundin, E., Sakao, T., Shimomura, Y.: An Interactive Design Methodology for Service Engineering of Functional Sales Concepts: A Potential Design for Environment Methodology. In: Proceedings of the 13th CIRP International Conference on Life Cycle Engineering (LCE), pp. 589–594. Leuven, Belgium (2006)
10. Morelli, N.: Product-Service Systems, A Perspective Shift for Designers: A Case Study: The Design Of A Telecentre. Design Studies 24, 73–99 (2003)
11. Vasantha, A., Vijaykumar, G., Hussain, R., Roy, R., Tiwari, A., Evans, S., others: A Framework for Designing Product-Service Systems. In: DS 68-4: Proceedings of the 18th International Conference on Engineering Design (ICED 11), Impacting Society through Engineering Design, Vol. 4: Product and Systems Design, Lyngby/Copenhagen, Denmark,
15.-19.08. 2011, pp. 67–76 (2011)
12. Müller, P.: Integrated Engineering of Products and Services. Fraunhofer-Verl., Stuttgart (2014)
13. Rubalcaba, L., Michel, S., Sundbo, J., Brown, S.W., Reynoso, J.: Shaping, Organizing, and Rethinking Service Innovation: A Multidimensional Framework. Journal of service Management 23, 696–715 (2012)
14. Den Hertog, P., van der Aa, W., Jong, M.W. de: Capabilities for Managing Service Innovation: Towards a Conceptual Framework. Journal of Service Management 21, 490– 514 (2010)
15. Ryu, H.-S., Lee, J.-N.: Understanding the Role of Technology In Service Innovation: Comparison of Three Theoretical Perspectives. Information & Management 55, 294–307 (2018)
16. Pöppelbuß, J., Plattfaut, R., Ortbach, K., Malsbender, A., Voigt, M., Niehaves, B., Becker, J.: Service Innovation Capability: Proposing a New Framework. In: Computer Science and Information Systems (FedCSIS), 2011 Federated Conference on, pp. 545–551 (2011)
17. Jaakkola, E., Meiren, T., Witell, L., Edvardsson, B., Schäfer, A., Reynoso, J., Sebastiani, R., Weitlaner, D.: Does One Size Fit All? New Service Development Across Different Types of Services. Journal of service Management 28, 329–347 (2017)
18. Wolf, V.: Ambidexterity in Service Innovation Research: A Systematic Literature Review. Proceedings of the 14th International Conference on Wirtschaftsinformatik 2019, Siegen, Germany
19. Dreiling, A., Recker, Jan, C.: Towards a Theoretical Framework for Organizational Innovation. In: PACIS 2013 17th Pacific Asia Conference on Information Systems. Association for Information Systems, Jeju Island, Korea (2013)
20. Breidbach, C.F., Maglio, P.P.: A Service Science Perspective on the Role of ICT In Service Innovation. Proceedings of the 23rd European Conference on Information Systems 2015, Münster, Germany
21. Vargo, S.L., Lusch, R.F.: A New Dominant Logic. Evolving to a New Dominant Logic, Journal of Marketing 68, 1–17 (2004)
22. Van der Aa, W., Elfring, T.: Realizing Innovation in Services. Scandinavian Journal of Management 18, 155–171 (2002)
23. Vargo, S.L., Lusch, R.F.: Why “Service”? Journal of the Academy of Marketing Science 36, 25–38 (2008)
24. Beverungen, D., Matzner, M., Janiesch, C.: Information Systems for Smart Services. Information Systems and e-Business Management 15, 781–787 (2017)
25. Böhmann, T., Leimeister, J.M., Möslein, K.: Service Systems Engineering. A Field for Future Information Systems Research. Business & Information Systems Engineering 6, 73–79 (2014)
26. Scheuing, E.E., Johnson, E.M.: A Proposed Model for New Service Development. Journal of Services Marketing 3, 25–34 (1989)
27. Botta, C.: Rahmenkonzept zur Entwicklung von Product-Service Systems. Product-Service Systems Engineering. Josef Eul Verlag, Lohmar, Köln (2007)
28. Tuli, K.R., Kohli, A.K., Bharadwaj, S.G.: Rethinking Customer Solutions: From Product Bundles to Relational Processes. Journal of Marketing 71, 1–17 (2007)
29. Jaschinski, C.: Qualitätsorientiertes Redesign von Dienstleistungen. Shaker, Aachen (1998)
30. Meiren, T., Barth, T.: Service Engineering in Unternehmen umsetzen. Leitfaden für die Entwicklung von Dienstleistungen. Fraunhofer-IRB-Verl., Stuttgart (2002)
31. Leonhardt, D., Haffke, I., Kranz, J., Benlian, A.: Reinventing the IT function: the Role of IT Agility and IT Ambidexterity in Supporting Digital Business Transformation. Proceedings of the 25th European Conference on Information Systems 2017, Guimarães, Portugal
32. March, J.G.: Exploration and Exploitation in Organizational Learning. Organization Science 2, 71–87 (1991)
33. Sok, P., O’Cass, A.: Achieving Service Quality through Service Innovation Exploration‐ Exploitation: The Critical Role of Employee Empowerment and Slack Resources. Journal of Services Marketing 29, 137–149 (2015)
34. Gallouj, F., Weinstein, O.: Innovation in Services. Research Policy 26, 537–556 (1997)
35. Helfat, C.E., Peteraf, M.A.: The Dynamic Resource-Based View: Capability Lifecycles. Strategic Management Journal. 24, 997–1010 (2003)
36. Lusch, R.F., Nambisan, S.: Service Innovation: A Service-Dominant Logic Perspective. MISQ 39, 155–175 (2015)
37. Wulf, J., Mettler, T., Brenner, W.: Using a Digital Services Capability Model to Assess Readiness for the Digital Consumer. MIS quarterly executive 16, 171–195 (2017)
38. Paré, G., Cameron, A.-F., Poba-Nzaou, P., Templier, M.: A Systematic Assessment of Rigor in Information Systems Ranking-Type Delphi Studies. Information & Management 50, 207–217 (2013)
39. Schmidt, R.C.: Managing Delphi Surveys Using Nonparametric Statistical Techniques. Decision Sciences 28, 763–774 (1997)
40. Linstone, H.A., Turoff, M., others: The Delphi Method. Addison-Wesley Reading, MA (1975)
41. Okoli, C., Pawlowski, S.D.: The Delphi Method as a Research Tool: An Example, Design Considerations and Applications. Information & Management 42, 15–29 (2004)
42. Dillman, D.A.: Mail and Internet surveys: The Tailored Design Method‐2007 Update with New Internet, Visual, and Mixed-Mode Guide. John Wiley & Sons (2011)
43. König, U.M., Linhart, A., Röglinger, M.: Why Do Business Processes Deviate? Results from a Delphi Study. Business Research, 1–29 (2018)
44. Beverungen, D., Müller, O., Matzner, M., Mendling, J., Vom Brocke, J.: Conceptualizing Smart Service Systems. Electronic Markets 29, 7–18 (2019)