iSIM: An integrated design method for commercializing service innovation

Chew, EK

iSIM: An integrated design method for commercializing service innovation

Chew, EK

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Publication Type:: Journal Article
Citation:: Information Systems Frontiers, 2016, 18 (3), pp. 457 - 478
Issue Date:: 2016-06-01

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Field	Value	Language
dc.contributor.author	Chew, EK https://orcid.org/0000-0002-5850-2455	en_US
dc.date.available	2020-05-25T19:03:32Z
dc.date.issued	2016-06-01	en_US
dc.identifier.citation	Information Systems Frontiers, 2016, 18 (3), pp. 457 - 478	en_US
dc.identifier.issn	1387-3326	en_US
dc.identifier.uri	http://hdl.handle.net/10453/47044
dc.description.abstract	© 2015, Springer Science+Business Media New York. Service innovation is focused on customer value creation. At its core, customer centric service innovation is technology-enabled, human-centered, and process-oriented. To profit from such innovation, firms need an integrated cross-disciplinary, holistic method to design and commercialize service innovation. From diverse but interrelated strands of theories from service science, strategic management, organization science and information systems literatures, this article develops a new integrated design method, known as iSIM (integrated Service Innovation Method), for simultaneous service innovation and business model design for sustained customer value co-creation with the firm. Following design science research method, the article theoretically defines and integrates iSIM’s seven constitutive design process-elements: service strategy, customer type / value proposition, service concept, service system, customer experience, service architecture and monetization into a coherent and end-to-end aligned integrated design method. It explains how iSIM would be holistically and iteratively practiced by practitioners, and conceptually exemplifies its utility via telco and Amazon case studies using secondary data. Perspectives on iSIM from selected practitioners are discussed which confirm iSIM’s potential utility for their business. Managerial implications of implementing the iSIM and potential areas for further research are also discussed.	en_US
dc.relation.ispartof	Information Systems Frontiers	en_US
dc.relation.isbasedon	10.1007/s10796-015-9605-y	en_US
dc.rights	info:eu-repo/semantics/openAccess
dc.subject.classification	Information Systems	en_US
dc.title	iSIM: An integrated design method for commercializing service innovation	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	18	en_US
utslib.for	0806 Information Systems	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building/School of Built Environment
pubs.organisational-group	/University of Technology Sydney/Strength - HCTD - Human Centred Technology Design
utslib.copyright.status	open_access	*
pubs.issue	3	en_US
pubs.publication-status	Published	en_US
pubs.volume	18	en_US

Abstract:

© 2015, Springer Science+Business Media New York. Service innovation is focused on customer value creation. At its core, customer centric service innovation is technology-enabled, human-centered, and process-oriented. To profit from such innovation, firms need an integrated cross-disciplinary, holistic method to design and commercialize service innovation. From diverse but interrelated strands of theories from service science, strategic management, organization science and information systems literatures, this article develops a new integrated design method, known as iSIM (integrated Service Innovation Method), for simultaneous service innovation and business model design for sustained customer value co-creation with the firm. Following design science research method, the article theoretically defines and integrates iSIM’s seven constitutive design process-elements: service strategy, customer type / value proposition, service concept, service system, customer experience, service architecture and monetization into a coherent and end-to-end aligned integrated design method. It explains how iSIM would be holistically and iteratively practiced by practitioners, and conceptually exemplifies its utility via telco and Amazon case studies using secondary data. Perspectives on iSIM from selected practitioners are discussed which confirm iSIM’s potential utility for their business. Managerial implications of implementing the iSIM and potential areas for further research are also discussed.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/41039