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Towards an integrated evaluation of human-centered service systems and corresponding business models: A systems theory perspective

Event: European Conference on Information Systems (ECIS), 2017

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Alexandria

The design of services and their corresponding business models (BMs) aims at a value creation for customers and service providers. Thus, the outcome is interrelated. However, both – the design service systems and BMs – are evaluated separately because they do not have a common theoretical foundation. Therefore, this design science research aims at the development of an evaluation scheme for the design of services and BMs. Building on a general systems theory, we conceptualize human-centered service systems (HCSSs) and their corresponding BMs as a coherent system. This conceptualization gives the possibility to provide concrete analytical levels that allow an integrated evaluation of this system. We apply this evaluation scheme in a care service context and show that the integrated evaluation allows a more concrete assessment of the combined design of HCSS and the corresponding BMs. With this evaluation scheme, we offer an operationalization of a summative evaluation for the design of HCSSs and BMs as an artifact. Also, this provides a new perspective on theory-rooted knowledge for designing and evaluating service systems. For practitioners, the evaluation results allow the coordination of the value proposition in the service systems and BMs.

Stefan Kleinschmidt, Christoph Peters

2017

Publikationstyp
Konferenzbeitrag
Sprache
Englisch