@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}}, } @book{60097, editor = {{Beverungen, Daniel and Lehrer, Christiane and Trier, Matthias}}, isbn = {{9783031801181}}, issn = {{2195-4968}}, publisher = {{Springer Nature Switzerland}}, title = {{{Conceptualizing Digital Responsibility for the Information Age}}}, doi = {{10.1007/978-3-031-80119-8}}, year = {{2025}}, } @book{59182, editor = {{Beverungen, Daniel and Lehrer, Christiane and Trier, Matthias}}, isbn = {{9783031801242}}, issn = {{2195-4968}}, publisher = {{Springer Nature Switzerland}}, title = {{{Transforming the Digitally Sustainable Enterprise}}}, doi = {{10.1007/978-3-031-80125-9}}, year = {{2025}}, } @book{59287, editor = {{Beverungen, Daniel and Lehrer, Christiane and Trier, Matthias}}, isbn = {{9783031801211}}, issn = {{2195-4968}}, publisher = {{Springer Nature Switzerland}}, title = {{{Solutions and Technologies for Responsible Digitalization}}}, doi = {{10.1007/978-3-031-80122-8}}, year = {{2025}}, } @article{60004, abstract = {{Process mining has been established as a data-driven approach to analyze and improve business processes based on event data documented in event logs. A core assumption for meaningful analyses is that event data accurately represent the real-world execution of business processes in an organization. However, anecdotal evidence and recent case studies show that these aspects do not always align, and the business process management community is only beginning to investigate the mechanisms generating mismatches between process execution and event data. This study aims to identify the role of workarounds goal-directed deviations from standard processes performed by process participants to overcome obstacles– in this context. Through an inductive multiple case study of 13 workarounds in four organizations, three mismatch categories between event logs and real-world process execution related to workarounds are identified and explored. This study contributes to the literature by describing how workarounds can act as mechanisms that cause mismatches between process execution and event data, adding to the discussion on process drift and workaround mining. Furthermore, exploring the mismatch categories offers insights for practitioners and researchers on how to handle and interpret data quality issues in event data.}}, author = {{Bartelheimer, Christian and Löhr, Bernd and Reineke, Malte Fabian and Aßbrock, Agnes and Beverungen, Daniel}}, issn = {{2363-7005}}, journal = {{Business & Information Systems Engineering}}, publisher = {{Springer Science and Business Media LLC}}, title = {{{Workarounds as a Cause of Mismatches in Business Processes—Insights from a Multiple Case Study}}}, doi = {{10.1007/s12599-025-00943-5}}, year = {{2025}}, } @inproceedings{61098, author = {{Kaltenpoth, Sascha Benjamin and Skolik, Alexander Marcus and Müller, Oliver and Beverungen, Daniel}}, booktitle = {{Lecture Notes in Computer Science}}, isbn = {{9783032028662}}, issn = {{0302-9743}}, location = {{Sevilla}}, publisher = {{Springer Nature Switzerland}}, title = {{{A Step Towards Cognitive Automation: Integrating LLM Agents with Process Rules}}}, doi = {{10.1007/978-3-032-02867-9_19}}, year = {{2025}}, } @inproceedings{61375, author = {{Reineke, Malte Fabian and Löhr, Bernd and Aßbrock, Agnes and Bartelheimer, Christian and Beverungen, Daniel}}, booktitle = {{International Conference on Business Process Management 2025}}, isbn = {{9783032028662}}, issn = {{0302-9743}}, publisher = {{Springer Nature Switzerland}}, title = {{{From Temporary Fixes to Informed Decisions—Design Echelons for Evaluating Workarounds}}}, doi = {{10.1007/978-3-032-02867-9_32}}, year = {{2025}}, } @article{61410, abstract = {{Purpose: The purpose of this study is to identify, analyze, and explain the implications that could arise for service settings if AI systems develop, or are perceived to develop, consciousness – the ability to acknowledge their own existence and the capacity for positive or negative experiences. Design/methodology/approach: This study proposes and explores four hypothetical scenarios in which conscious AI in service could manifest. We contextualize our resulting typology in the health service context and integrate extant literature on technology-enabled service, AI consciousness, and AI ethics into the narrative. Findings: This study provides a unique theoretical contribution to service research in the form of a Type IV theory. It enables future service researchers to apprehend, explain, and predict how functionally conscious AI in service might unfold. Originality: An increasingly prolific public discourse acknowledges that conscious AI systems may emerge. Against this backdrop, this study aims to systematically explore a question that is perhaps the most critical and timely, but also inherently speculative, in relation to AI in service research by introducing much-needed theory and terminology. Practical implications: The ethical use of conscious AI in service could emerge as a distinct competitive advantage in the future. Achieving this outcome involves speculative yet actionable recommendations that include training, guiding, and controlling how humans engage with such systems, developing appropriate wellbeing protocols for functionally conscious AI systems, and establishing AI rights and governance frameworks.}}, author = {{Breidbach, Christoph and Lars-Erik, Casper Ferm and Maglio, Paul and Beverungen, Daniel and Wirtz, Jochen and Twigg, Alex}}, journal = {{Journal of Service Management}}, keywords = {{AI, AI consciousness, AI ethics, service systems}}, publisher = {{Emerald}}, title = {{{Conscious Artificial Intelligence in Service}}}, year = {{2025}}, } @inproceedings{62795, author = {{Krabbe, Carolin and Assbrock, Agnes and Reineke, Malte Fabian and Beverungen, Daniel}}, booktitle = {{Proceedings of the 20th International Conference on Wirtschaftsinformatik (WI25)}}, title = {{{Workarounds—A Domain-Specific Modeling Language}}}, 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}}, } @article{60050, abstract = {{Reputation systems to rate companies’ performances remain largely unexplored inresearch and are scarcely used in business-to-business (B2B) practice. Such systemsare essential for businesses seeking trustworthy partners, as they help reduce infor-mation asymmetry, lower buyers’ transaction risks, and allow high-quality serviceproviders to justify premium pricing. Unlike traditional review-based systems in thebusiness-to-consumer (B2C) context, we propose a B2B reputation mechanism inwhich buyers commit to a rating payment before a transaction. Once the buyer final-izes the rating, this payment is executed and recorded on a blockchain as an immu-table, secure ledger. Our system mimics natural trust-building mechanisms with rat-ings that are (1) monetary-based, (2) stake-based, (3) non-aggregated, (4) involvecounter-ratings, (5) selectively sellable, (6) individually comparable, (7) stored ona blockchain, (8) and monitored by a third instance. This system provides a novelapproach to fostering trust in B2B transactions by reducing information asymme-try and transaction risk. We illustrate the mechanism’s application in the consultingsector. Our analysis has identified 23 institutional trust and distrust dimensions thatpromote establishing institutional trust through the proposed mechanism. Qualita-tive interviews suggest that, while complex and challenging to apply, this mecha-nism can foster trust in B2B transactions. Given the low maturity in the applicationdomain—rating professional business services with business reputation systems—and solution domain—using monetary stakes for ratings, this system stands as apotential invention.}}, author = {{Hemmrich, Simon and Nissen, Volker and Beverungen, Daniel and Pauls, Josias Daniel Miño}}, journal = {{Information Systems and e-Business Management}}, keywords = {{Information asymmetry, Trust, Reputation system, Monetary rating, Blockchain, Consulting}}, number = {{1}}, publisher = {{Springer}}, title = {{{Blockchain‑based reputation systemsfor business‑to‑business services: designing a reputation mechanism to reduce information asymmetry in professional consulting}}}, doi = {{https://doi.org/10.1007/s10257-025-00702-9}}, volume = {{23}}, year = {{2025}}, } @article{53130, author = {{Stumpe, Miriam and Dieter, Peter and Schryen, Guido and Müller, Oliver and Beverungen, Daniel}}, journal = {{Transportation Research Part A: Policy and Practice}}, title = {{{Designing taxi ridesharing systems with shared pick-up and drop-off locations: Insights from a computational study}}}, year = {{2024}}, } @book{53520, editor = {{Beverungen, Daniel and Dumitrescu, Roman and Kühn, Arno and Plass, Christoph}}, isbn = {{9783662681152}}, issn = {{2523-3637}}, publisher = {{Springer Berlin Heidelberg}}, title = {{{Digitale Plattformen im industriellen Mittelstand}}}, doi = {{10.1007/978-3-662-68116-9}}, year = {{2024}}, } @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}}, } @article{50649, abstract = {{The energy turnaround and the shift towards sustainable mobility threaten the stability of European energy distribution grids due to substantially increasing load fluctuations and power demand. These challenges can critically impact assets in the distribution grid—e.g., switchgears—intensifying the need to plan, conduct, and manage the maintenance of such assets. Predictive maintenance strategies that analyze assets' current and historical condition data have been discussed as promising approaches toward that end. However, the extant research focuses on designing and improving analytical algorithms or information technology (IT) artifacts while not considering how a maintenance service is cocreated by companies with IT. This research article posits that IT and service must be aligned closely, presenting an ensemble artifact comprising a digital industrial platform and a smart service system for predictive maintenance on the distribution grid. The artifact is evaluated by conducting a willingness-to-pay analysis with asset operators, documenting their demand for condition monitoring and predictive maintenance as an integrated solution, although they still struggle with even getting the condition data of their assets. Building on these results, we formalize the knowledge in the form of design principles and implications for managing the maintenance of critical assets in the distribution grid.}}, author = {{zur Heiden, Philipp and Priefer, Jennifer and Beverungen, Daniel}}, issn = {{0018-9391}}, journal = {{IEEE Transactions on Engineering Management}}, keywords = {{Design science research, digital platform, distribution grid, IS design, predictive maintenance, smart services}}, pages = {{3641--3655}}, publisher = {{Institute of Electrical and Electronics Engineers (IEEE)}}, title = {{{Predictive Maintenance on the Energy Distribution Grid—Design and Evaluation of a Digital Industrial Platform in the Context of a Smart Service System}}}, doi = {{10.1109/tem.2024.3352819}}, volume = {{71}}, year = {{2024}}, } @article{55941, author = {{Beverungen, Daniel and zur Heiden, Philipp}}, issn = {{1867-5905}}, journal = {{Wirtschaftsinformatik & Management}}, publisher = {{Springer Fachmedien Wiesbaden GmbH}}, title = {{{„Digital Responsibility muss verankert, verinnerlicht und umgesetzt werden – vor allem in Bezug auf Daten“}}}, doi = {{10.1365/s35764-024-00529-y}}, year = {{2024}}, } @inproceedings{54583, author = {{Beverungen, Daniel and Bartelheimer, Christian and Assbrock, Agnes and Löhr, Bernd}}, booktitle = {{European Conference on Information Systems (ECIS)}}, location = {{Paphos, Cyprys}}, title = {{{Workaround-to-Innovation — Exploring Bottom-Up Process Re-Design}}}, year = {{2024}}, }