@article{65105, author = {{zur Heiden, Philipp and Halimeh, Haya and Hansmeier, Philipp and Vorbohle, Christian and Althaus, Maike and Beverungen, Daniel and Kundisch, Dennis and Müller, Oliver}}, journal = {{Communications of the Association for Information Systems}}, title = {{{Data Spaces for Heterogeneous Data Ecosystems – Findings from a Design Study in the Cultural Sector}}}, year = {{2026}}, } @article{64863, abstract = {{Traditional dyadic customer-provider interactions are being shifted to polyadic interactions involving diverse participants in digital service ecosystems. Especially, artificial intelligence (AI) is increasingly integrated into these ecosystems, so that they comprise non-human participants (e.g., AI-based chatbots)—fundamentally altering the nature of value (co-)creation. While existing literature examines human-to-human interactions, knowledge of service interactions between human actors and AI-based systems is still underexplored. To address this research gap, we develop a taxonomy, comprising six iterations, that explores the peculiarities of AI as either a resource or a (non-human) agent in digital service ecosystems. We evaluate our taxonomy using a multiple case study and derive the four archetypes of AI in digital service ecosystems: (1) discriminative experience enhancer, (2) protective ecosystem orchestrator, (3) ecosystem innovation companion, and (4) personalized service composer. Our results extend the knowledge on service science by showing how AI-based systems—discriminative or generative, and focusing on the interaction in the ecosystem or the individual service encounter—assume the role of resources and non-human agents. Researchers and practitioners can utilize our results to augment their ecosystems with AI.}}, author = {{Hansmeier, Philipp and Schäfer, Jannika Marie and zur Heiden, Philipp}}, issn = {{1019-6781}}, journal = {{Electronic Markets}}, number = {{1}}, publisher = {{Springer Science and Business Media LLC}}, title = {{{Artificial intelligence in digital service ecosystems—Towards a taxonomy and archetypes}}}, doi = {{10.1007/s12525-026-00879-y}}, volume = {{36}}, year = {{2026}}, } @article{62794, author = {{Hansmeier, Philipp and Althaus, Maike}}, journal = {{Journal of Service Management Research}}, number = {{2}}, title = {{{Visitor Revival Propositions for Cultural Institutions – A Service Science Perspective}}}, year = {{2025}}, } @inproceedings{60126, author = {{Hansmeier, Philipp and Schäfer, Jannika Marie}}, booktitle = {{Thirty-Third European Conference on Information Systems}}, location = {{Amman}}, title = {{{ARTIFICIAL INTELLIGENCE IN DIGITAL SERVICE ECOSYSTEMS – A TAXONOMY APPROACH}}}, year = {{2025}}, } @inproceedings{60127, author = {{Hansmeier, Philipp}}, booktitle = {{Thirty-Third European Conference on Information Systems}}, title = {{{CONCEPTUALIZING A CUSTOMER EXPERIENCE FRAMEWORK FOR HYBRID (PHYSICAL-DIGITAL) SERVICE ECOSYSTEMS}}}, year = {{2025}}, } @inproceedings{61378, author = {{Hansmeier, Philipp and zur Heiden, Philipp and Beverungen, Daniel}}, booktitle = {{Proceedings of the 20th International Conference on Wirtschaftsinformatik (WI25)}}, title = {{{Service Innovation through Data Ecosystems – Designing a Recombinant Method}}}, year = {{2025}}, } @article{59255, abstract = {{

Smart service is fundamentally transforming customer experience in both commercial and private contexts. While the information systems and service disciplines have explored the properties and implementation of smart service, there is a gap in understanding how smart service relates to customer experience at the ecosystem level. With the increasing prominence of digital platforms and data spaces, this ecosystem perspective will become crucial for the success of smart service. We report findings from a systematic scoping literature review on smart service themes and related customer experience concepts. Our analysis of 26 high-quality papers reveals three key insights: (1) smart service systems play a pivotal role in enabling customer experience, (2) customer experience in smart service scenarios is often co-created through “hybrid” customer journeys, and (3) these scenarios are subject to an ecosystem-level. Additionally, we identify smart service fundamentals, embeddedness levels, and business innovation as core themes that shape ecosystem-level customer experience.

}}, author = {{Hansmeier, Philipp and Beverungen, Daniel}}, issn = {{2511-8676}}, journal = {{Journal of Service Management Research}}, number = {{2}}, pages = {{74--93}}, publisher = {{Nomos Verlag}}, title = {{{Ecosystem-Level Customer Experience with Smart Service: Insights from a Systematic Scoping Literature Review}}}, doi = {{10.5771/2511-8676-2024-2-74}}, volume = {{8}}, year = {{2025}}, } @techreport{63026, author = {{Althaus, Maike and Beverungen, Daniel and Flath, Beate and Halimeh, Haya and Hansmeier, Philipp and zur Heiden, Philipp and Kundisch, Dennis and Müller, Michelle and Müller, Oliver and Oberthür, Simon and Vorbohle, Christian and Momen Pour Tafreshi, Maryam and Mauß, Sebastian and Mücke, Alina and Müller, Jörg and Peter, Malte and Schmitt-Chandon, Ariane and Sellerberg, Kerstin and Steinhäuser, Moritz}}, title = {{{Positionspapier Use Case 1: Vernetzte Kulturplattformen}}}, year = {{2025}}, } @inproceedings{50296, author = {{Hemmrich, Simon and Schäfer, Jannika Marie and Hansmeier, Philipp and Beverungen, Daniel}}, booktitle = {{Proceedings of the 57th Hawaii International Conference on System Sciences (HICSS 2024)}}, location = {{Honolulu}}, title = {{{The Value of Reputation Systems in Business Contexts – A Qualitative Study Taking the View of Buyers}}}, year = {{2024}}, } @inproceedings{54916, abstract = {{Reputation systems for companies to rate each other's performance are largely unexplored in research and hardly available in practice. However, these systems are relevant for prospective buyers to find a trustworthy seller. This observation applies especially to short-lived business relationships where fulfilling the performance promise is subject to a high degree of uncertainty. This paper explores the value of a reputation system for a business-to-business (B2B) context and focuses on three novel solutions for designing reputation systems. These solutions include selling ratings, conducting ratings as payments, and employing a counter-rating mechanism. We interview buyers to fathom the added value of these solutions in different contexts. Our findings suggest that such a system is useful for companies acting in less transparent markets and also helps when companies already have a good market overview. Depending on the market conditions and business context, the perceived value of the proposed system varies.}}, author = {{Hemmrich, Simon and Schäfer, Jannika Marie and Hansmeier, Philipp and Beverungen, Daniel}}, booktitle = {{Proceedings of the 57th Hawaii International Conference on System Sciences}}, keywords = {{Electronic Marketing, business-to-business, new design approach, reputation systems, value for buyers.}}, location = {{Honolulu}}, title = {{{The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the View of Buyers}}}, year = {{2024}}, } @inproceedings{54025, abstract = {{Excellent Information Systems (IS) bachelor or master student theses have the potential to inform the scientific community about interesting findings about IS phenomena. However, transforming such theses into scientific working papers is not only time-consuming for the student and the supervisor, but also purely voluntary. Part of the problem is that few IS faculties offer any structured course for the transformation process as part of their curriculum. This significantly reduces the proportion of outstanding theses that are developed into working papers and, ultimately, into publications, resulting in a loss of knowledge for the broader IS community. To address this structural deficit, we aim to develop and implement a credit course and open educational resources (e.g., course schedule, slides, videos) that support students in developing their theses into publishable scientific research papers. This approach not only enriches the scientific discourse but also presents a research-oriented educational disruption for the IS community.}}, author = {{Althaus, Maike and Hansmeier, Philipp}}, booktitle = {{Proceedings of the Thirty-Second European Conference on Information Systems (ECIS 2024)}}, keywords = {{Student Thesis, Scientific Publishing, Course Implementation}}, location = {{Paphos, Cyprus}}, title = {{{The Imperative of Revival Strategies through Digital Transformation in the Cultural Sector - A Taxonomy Approach}}}, year = {{2024}}, } @inproceedings{54454, author = {{Hansmeier, Philipp and zur Heiden, Philipp and Beverungen, Daniel}}, booktitle = {{Proceedings of the Thirty-Second European Conference on Information Systems (ECIS 2024)}}, location = {{Paphos}}, title = {{{MODELING CUSTOMER JOURNEYS IN DIGITAL DATA ECOSYSTEMS: A DOMAIN-SPECIFIC MODELING LANGUAGE }}}, year = {{2024}}, } @inproceedings{54453, author = {{Hansmeier, Philipp and zur Heiden, Philipp}}, booktitle = {{Proceedings of the Thirty-Second European Conference on Information Systems (ECIS 2024)}}, location = {{Paphos}}, title = {{{CONCEPTUALIZING A HYBRID (ONLINE-OFFLINE) EXPERIENCE FRAMEWORK FOR CULTURAL EVENTS }}}, year = {{2024}}, } @inproceedings{46892, author = {{Hansmeier, Philipp}}, booktitle = {{Proceedings of the 18th International Conference on Wirtschaftsinformatik (WI23)}}, location = {{Paderborn}}, title = {{{Exploring Platform Types and Related Concepts in Service Research – A Systematic Scoping Literature Review }}}, year = {{2023}}, }