Driving Networked Service Productivity (Markt- und Unternehmensentwicklung Markets and Organisations)

Christofer F. Daiberl explores how to enhance the productivity of services delivered by a network of co-providers. Harnessing empirical insights and synthesizing contributions from service design, information systems, and engineering, the author develops a systematic productivity improvement technique. The technique supports practitioners to iteratively discover and seize opportunities to enhance productivity for their own organization, customers, and relevant co-providers. Reflecting on the overall results, five general design principles are proposed that support the development of new artifacts fostering truly productive services in a networked world. Contents The concepts of networked service delivery and networked service productivity Approaches for improving productivity from a network perspective The networked service productivity improvement technique Design principles for improving networked service productivity Target Groups Researchers and students in the field of service management and information systems Service managers and practitioners aiming to enhance the productivity of networked service offerings The Author Christofer F. Daiberl received his PhD from the Friedrich-Alexander-Universität Erlangen-Nürnberg, where he worked as a Research Associate for Prof. Dr. Kathrin M. Möslein at the Chair of Information Systems - Innovation & Value Creation Foreword 6 Preface 8 Overview of contents 9 Table of contents 11 List of figures 15 List of tables 17 List of abbreviations 19 Abstract 21 Part I Introduction: About the research 22 1 Motivation and relevance 23 2 Research questions 29 3 Overall research design 31 4 Structure of the dissertation 35 Part II Foundations: Key concepts of the research 38 1 Objectives and structure 39 2 The concept of service 41 2.1 Service as a unit of output 41 2.2 Service as a perspective on value creation 42 2.3 Service as a particular type of production process 43 3 Service productivity and its improvement 46 3.1 Dimensions of service productivity 46 3.2 Models and frameworks of service productivity 47 3.3 Types of service productivity improvement approaches 52 3.4 Strategies for improving service productivity 53 3.5 The service productivity life cycle 56 4 Networked service delivery 59 4.1 Network-related concepts in service research 59 4.2 The concept of the service delivery network 61 5 Summary and synthesis of key concepts 64 Part III Systematic literature review: Approaches for improving service productivity from a network perspective 67 1 Objectives and structure 68 2 Classification scheme for productivity improvement approaches 70 3 Procedure 72 3.1 Planning the review 72 3.2 Conducting the review 73 3.3 Communication and dissemination 77 4 Findings 78 4.1 Description of core contributions 78 4.2 Thematic overview of approaches 82 4.2.1 Efficiency-focused approaches: “Doing the things right” from a network perspective 82 4.2.2 Effectiveness-focused approaches: “Doing the right things” from a network perspective 86 4.2.3 Integration approaches: Considering both service efficiency and service effectiveness 95 5 Discussion 104 5.1 Theoretical contributions 104 5.2 Implications for practitioners 106 5.3 Implications for the remainder of this dissertation 106 Part IV Exploratory case study: Proposing the concept of networked service productivity 108 1 Objectives and structure 109 2 Method and data 111 2.1 Case study research approach 111 2.2 Research design 112 2.2.1 Research setting 114 2.2.2 Data collection and analysis 118 3 Findings 124 3.1 Conceptual model of networked service productivity 124 3.1.1 Actor’s conditions of network membership 126 3.1.2 Actor’s inputs, networked service delivery, and outcomes 127 3.1.3 Networked service productivity 129 3.2 Drivers of aggregated NSP and related resistances 131 3.2.1 Compatible conditions of network membership 132 3.2.2 Commitment to networked service delivery 133 3.2.3 Network-oriented coordination 134 3.2.4 Network-oriented processes and surrogates 135 3.2.5 Mutual learning among network actors 136 4 Discussion 138 4.1 Theoretical contributions 138 4.2 Implications for practitioners 141 4.3 Implications for the remainder of this dissertation 143 Part V Design science research study: Proposing a technique for driving networked service productivity 145 1 Objectives and structure 146 2 Theoretical background for design 148 2.1 Modeling networked service delivery 148 2.1.1 Modeling networked service delivery from the customers’ point of view 148 2.1.2 Modeling networked service delivery from an operational point of view 150 2.2 FMEA-based improvement of service productivity 152 2.2.1 Background related to FMEA 152 2.2.2 FMEA-based portfolio approach to service productivity improvement 153 3 Method and data 157 3.1 Design science research approach 157 3.2 Research design 158 3.2.1 Problem and motivation 159 3.2.2 Objectives of the solution 159 3.2.3 Design and development 160 3.2.4 Demonstration and evaluation 160 3.2.4.1 Evaluation design for the alpha version of NSPIRET 162 3.2.4.2 Evaluation design for the beta version of NSPIRET 164 3.2.5 Communication 166 4 Findings 167 4.1 Alpha version of NSPIRET: Artifacts and evaluation results 167 4.1.1 Artifact 1: Alpha version of the NSPIRET Navigator 168 4.1.2 Artifact 2: Alpha version of NSPIRET Snapshotting 171 4.1.3 Artifact 3: Alpha version of the NSPIRET Shoutbox 172 4.1.4 Evaluation results 173 4.1.4.1 Effectiveness of the alpha version 173 4.1.4.2 Utility of the alpha version 175 4.1.4.3 Understandability of the alpha version 176 4.1.5 Summary of design changes 177 4.2 Beta version of NSPIRET: Artifacts and evaluation results 178 4.2.1 Artifact 1: Beta version of the NSPIRET Navigator 178 4.2.2 Artifact 2: Beta version of NSPIRET Snapshotting 182 4.2.3 Artifact 3: Beta version of the NSPIRET Shoutbox 185 4.2.3.1 Technical architecture of the beta version of the NSPIRET Shoutbox 185 4.2.3.2 Main interactions with the beta version of the NSPIRET Shoutbox 186 4.2.4 Evaluation results 190 4.2.4.1 Effectiveness of the beta version 190 4.2.4.2 Utility of the beta version 193 4.2.4.3 Understandability of the beta version 195 4.2.4.4 Operational feasibility of the beta version 197 4.2.5 Summary of design changes and revised beta version of NSPRIET 198 5 Discussion 204 5.1 Theoretical contributions 204 5.2 Implications for practitioners 207 5.3 Implications for the remainder of this dissertation 209 Part VI Reflections and conclusion: Driving networked service productivity 210 1 Objectives and structure 211 2 Summary of Parts I-V 213 2.1 Summary of Part I 213 2.2 Summary of Part II 214 2.3 Summary of Part III 215 2.4 Summary of Part IV 218 2.5 Summary of Part V 220 3 Design principles 223 4 Limitations and directions for future research 229 5 Concluding remarks 234 References 235 Appendix 260 Appendix A: Author’s work relevant to this dissertation 261 Appendix B: Research proposal for the literature review 263 Appendix C: Review protocol 266 Appendix D: Interview guide for exploratory case study 269 Appendix E: Interview guide for DSR study 273 Appendix F: Feedback tablet positioned at OI-Lab 276 Christofer F. Daiberl explores how to enhance the productivity of services delivered by a network of co-providers. Harnessing empirical insights and synthesizing contributions from service design, information systems, and engineering, the author develops a systematic productivity improvement technique. The technique supports practitioners to iteratively discover and seize opportunities to enhance productivity for their own organization, customers, and relevant co-providers. Reflecting on the overall results, five general design principles are proposed that support the development of new artifacts fostering truly productive services in a networked world. Contents The concepts of networked service delivery and networked service productivity Approaches for improving productivity from a network perspective The networked service productivity improvement technique Design principles for improving networked service productivity Target Groups Researchers and students in the field of service management and information systems Service managers and practitioners aiming to enhance the productivity of networked service offerings The Author Christofer F. Daiberl received his PhD from the Friedrich-Alexander-Universität Erlangen-Nürnberg, where he worked as a Research Associate for Prof. Dr. Kathrin M. Möslein at the Chair of Information Systems - Innovation & Value Creation