---
_id: '61310'
abstract:
- lang: eng
  text: "Service systems engineering relies on structured, top-down approaches to
    designing and\r\ninnovating service systems. In today’s dynamic environments—shaped
    by digital transformation,\r\nevolving provider–user interactions, and shifting
    societal demands—these approaches face limitations in enabling continuous, context-sensitive
    innovation. Continuous Value Shaping emerges as a conceptual extension to service
    systems engineering, promoting more adaptive and co-evolutionary forms of service
    system development. This study examines how Continuous Value Shaping manifests
    through a multiple case study of three public sector projects. We identify distinct
    manifestations and constellations of the concept’s principles that complement
    classical\r\nSSE practices. As the first empirical exploration of Continuous Value
    Shaping, the study refines its\r\nconceptual foundation and enhances its accessibility
    for researchers and practitioners. We conclude with seven empirically derived
    propositions that inform future service systems engineering initiatives and demonstrate
    how Continuous Value Shaping supports the dynamic alignment of service systems
    with societal and systemic demands."
author:
- first_name: Jannika Marie
  full_name: Schäfer, Jannika Marie
  id: '74374'
  last_name: Schäfer
- first_name: Polina
  full_name: Rajko, Polina
  last_name: Rajko
- first_name: Daniela
  full_name: Angelova, Daniela
  last_name: Angelova
- first_name: Tilo
  full_name: Böhmann, Tilo
  last_name: Böhmann
citation:
  ama: 'Schäfer JM, Rajko P, Angelova D, Böhmann T. From Engineering to Shaping: A
    Multiple Case Study on Advancing Service Systems Engineering through Continuous
    Value Shaping. In: <i>Proceedings of the 59th Hawaii International Conference
    on System Sciences (HICSS 2026)</i>. Association for Information Systems (AIS),
    IEEE Computer Society Press, University of Hawaii (Manoa); 2026.'
  apa: 'Schäfer, J. M., Rajko, P., Angelova, D., &#38; Böhmann, T. (2026). From Engineering
    to Shaping: A Multiple Case Study on Advancing Service Systems Engineering through
    Continuous Value Shaping. <i>Proceedings of the 59th Hawaii International Conference
    on System Sciences (HICSS 2026)</i>. 59th Hawaii International Conference on System
    Sciences (HICSS 2026), Maui, Maui, Hawaii, USA.'
  bibtex: '@inproceedings{Schäfer_Rajko_Angelova_Böhmann_2026, place={Maui, Hawaii,
    USA}, title={From Engineering to Shaping: A Multiple Case Study on Advancing Service
    Systems Engineering through Continuous Value Shaping}, booktitle={Proceedings
    of the 59th Hawaii International Conference on System Sciences (HICSS 2026)},
    publisher={Association for Information Systems (AIS), IEEE Computer Society Press,
    University of Hawaii (Manoa)}, author={Schäfer, Jannika Marie and Rajko, Polina
    and Angelova, Daniela and Böhmann, Tilo}, year={2026} }'
  chicago: 'Schäfer, Jannika Marie, Polina Rajko, Daniela Angelova, and Tilo Böhmann.
    “From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems
    Engineering through Continuous Value Shaping.” In <i>Proceedings of the 59th Hawaii
    International Conference on System Sciences (HICSS 2026)</i>. Maui, Hawaii, USA:
    Association for Information Systems (AIS), IEEE Computer Society Press, University
    of Hawaii (Manoa), 2026.'
  ieee: 'J. M. Schäfer, P. Rajko, D. Angelova, and T. Böhmann, “From Engineering to
    Shaping: A Multiple Case Study on Advancing Service Systems Engineering through
    Continuous Value Shaping,” presented at the 59th Hawaii International Conference
    on System Sciences (HICSS 2026), Maui, Maui, Hawaii, USA, 2026.'
  mla: 'Schäfer, Jannika Marie, et al. “From Engineering to Shaping: A Multiple Case
    Study on Advancing Service Systems Engineering through Continuous Value Shaping.”
    <i>Proceedings of the 59th Hawaii International Conference on System Sciences
    (HICSS 2026)</i>, Association for Information Systems (AIS), IEEE Computer Society
    Press, University of Hawaii (Manoa), 2026.'
  short: 'J.M. Schäfer, P. Rajko, D. Angelova, T. Böhmann, in: Proceedings of the
    59th Hawaii International Conference on System Sciences (HICSS 2026), Association
    for Information Systems (AIS), IEEE Computer Society Press, University of Hawaii
    (Manoa), Maui, Hawaii, USA, 2026.'
conference:
  end_date: 2026-01-09
  location: Maui, Maui, Hawaii, USA
  name: 59th Hawaii International Conference on System Sciences (HICSS 2026)
  start_date: 2026-01-06
date_created: 2025-09-16T13:55:52Z
date_updated: 2026-02-05T06:57:02Z
department:
- _id: '195'
jel:
- M15
keyword:
- Continuous Value Shaping
- Service Systems Engineering
- Service Science
- Public Sector
- Service Innovation
language:
- iso: eng
place: Maui, Hawaii, USA
project:
- _id: '1250'
  name: 'SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften
    mit Unternehmen'
publication: Proceedings of the 59th Hawaii International Conference on System Sciences
  (HICSS 2026)
publication_status: published
publisher: Association for Information Systems (AIS), IEEE Computer Society Press,
  University of Hawaii (Manoa)
quality_controlled: '1'
status: public
title: 'From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems
  Engineering through Continuous Value Shaping'
type: conference
user_id: '74374'
year: '2026'
...
---
_id: '61309'
abstract:
- lang: eng
  text: "Service ecosystems reshape service innovation by enabling value co-creation
    among diverse actors. However, small and medium-sized enterprises and public organizations
    face significant challenges navigating and leveraging these ecosystems due to
    resource constraints, knowledge gaps, and partnership difficulties. While digital
    innovation hubs have been introduced as potential intermediaries to foster innovation,
    existing models primarily focus on individual solutions and networking rather
    than orchestrating service innovation. This study investigates the design of a
    digital service innovation hub as an orchestrating entity that facilitates service
    innovation within ecosystems. Under the design science research paradigm, we analyze
    the challenges faced by small and medium-sized enterprises and public organizations
    and derive design requirements for these hubs. Based on 17 expert interviews and
    focus group validations, we define the problem\r\nspace and provide a requirements
    catalog for designing digital service innovation hubs as a step towards providing
    holistic support for service innovation initiatives."
author:
- first_name: Jannika Marie
  full_name: Schäfer, Jannika Marie
  id: '74374'
  last_name: Schäfer
- first_name: Jonas
  full_name: Liebschner, Jonas
  last_name: Liebschner
- first_name: Polina
  full_name: Rajko, Polina
  last_name: Rajko
- first_name: Henrik
  full_name: Cohnen, Henrik
  last_name: Cohnen
- first_name: Nina
  full_name: Lugmair, Nina
  last_name: Lugmair
- first_name: Daniel
  full_name: Heinz, Daniel
  last_name: Heinz
citation:
  ama: 'Schäfer JM, Liebschner J, Rajko P, Cohnen H, Lugmair N, Heinz D. Designing
    Digital Service Innovation Hubs: An Ecosystem Perspective on the Challenges and
    Requirements of SMEs and the Public Sector. In: <i>Proceedings of the 20th International
    Conference on Wirtschaftsinformatik (WI 2025)</i>. Association for Information
    Systems (AIS); 2025.'
  apa: 'Schäfer, J. M., Liebschner, J., Rajko, P., Cohnen, H., Lugmair, N., &#38;
    Heinz, D. (2025). Designing Digital Service Innovation Hubs: An Ecosystem Perspective
    on the Challenges and Requirements of SMEs and the Public Sector. <i>Proceedings
    of the 20th International Conference on Wirtschaftsinformatik (WI 2025)</i>. 20th
    International Conference on Wirtschaftsinformatik (WI 2025), Münster, Germany.'
  bibtex: '@inproceedings{Schäfer_Liebschner_Rajko_Cohnen_Lugmair_Heinz_2025, place={Münster,
    Germany}, title={Designing Digital Service Innovation Hubs: An Ecosystem Perspective
    on the Challenges and Requirements of SMEs and the Public Sector}, booktitle={Proceedings
    of the 20th International Conference on Wirtschaftsinformatik (WI 2025)}, publisher={Association
    for Information Systems (AIS)}, author={Schäfer, Jannika Marie and Liebschner,
    Jonas and Rajko, Polina and Cohnen, Henrik and Lugmair, Nina and Heinz, Daniel},
    year={2025} }'
  chicago: 'Schäfer, Jannika Marie, Jonas Liebschner, Polina Rajko, Henrik Cohnen,
    Nina Lugmair, and Daniel Heinz. “Designing Digital Service Innovation Hubs: An
    Ecosystem Perspective on the Challenges and Requirements of SMEs and the Public
    Sector.” In <i>Proceedings of the 20th International Conference on Wirtschaftsinformatik
    (WI 2025)</i>. Münster, Germany: Association for Information Systems (AIS), 2025.'
  ieee: 'J. M. Schäfer, J. Liebschner, P. Rajko, H. Cohnen, N. Lugmair, and D. Heinz,
    “Designing Digital Service Innovation Hubs: An Ecosystem Perspective on the Challenges
    and Requirements of SMEs and the Public Sector,” presented at the 20th International
    Conference on Wirtschaftsinformatik (WI 2025), Münster, Germany, 2025.'
  mla: 'Schäfer, Jannika Marie, et al. “Designing Digital Service Innovation Hubs:
    An Ecosystem Perspective on the Challenges and Requirements of SMEs and the Public
    Sector.” <i>Proceedings of the 20th International Conference on Wirtschaftsinformatik
    (WI 2025)</i>, Association for Information Systems (AIS), 2025.'
  short: 'J.M. Schäfer, J. Liebschner, P. Rajko, H. Cohnen, N. Lugmair, D. Heinz,
    in: Proceedings of the 20th International Conference on Wirtschaftsinformatik
    (WI 2025), Association for Information Systems (AIS), Münster, Germany, 2025.'
conference:
  end_date: 17.09.2025
  location: Münster, Germany
  name: 20th International Conference on Wirtschaftsinformatik (WI 2025)
  start_date: 14.09.2025
date_created: 2025-09-16T13:44:53Z
date_updated: 2025-09-16T13:46:05Z
department:
- _id: '195'
jel:
- M15
keyword:
- service innovation
- ecosystem
- innovation hubs
- SMEs
- public sector
language:
- iso: eng
place: Münster, Germany
project:
- _id: '1250'
  name: 'SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften
    mit Unternehmen'
publication: Proceedings of the 20th International Conference on Wirtschaftsinformatik
  (WI 2025)
publication_status: published
publisher: Association for Information Systems (AIS)
status: public
title: 'Designing Digital Service Innovation Hubs: An Ecosystem Perspective on the
  Challenges and Requirements of SMEs and the Public Sector'
type: conference
user_id: '74374'
year: '2025'
...
---
_id: '59335'
abstract:
- lang: eng
  text: Technological advancements and evolving value orientations reshape future
    value creation and pose new requirements for service innovation. While a variety
    of disciplines are developing new approaches to drive service innovation, this
    is primarily done in isolation and generates only fragmented solutions. Sociological
    theory has proposed “boundary objects” as an effective umbrella for communication
    and cooperation among communities. Therefore, we introduce continuous value shaping
    (CVS) as a boundary object describing service innovation approaches along five
    principles. We reflect on this concept through the different disciplinary lenses
    of researchers in service marketing, information systems, service engineering,
    sociology of work, and innovation management. These perspectives highlight how
    the CVS principles already connect to discourses within the individual disciplines.
    However, the CVS concept will not only provide an umbrella to embrace existing
    activities in different academic disciplines. It also assists to identify research
    themes that will benefit from uniting the power of these disciplines, and it can
    serve as an integrating framework to conceptualize complex service innovation
    approaches. Thus, the CVS concept should guide both researchers and practitioners
    to develop and implement novel innovation and transformation efforts—in and across
    organizations.
article_number: '27'
article_type: original
author:
- first_name: Tilo
  full_name: Böhmann, Tilo
  last_name: Böhmann
- first_name: Angela
  full_name: Roth, Angela
  last_name: Roth
- first_name: Gerhard
  full_name: Satzger, Gerhard
  last_name: Satzger
- first_name: Carina
  full_name: Benz, Carina
  last_name: Benz
- first_name: Daniel
  full_name: Beverungen, Daniel
  last_name: Beverungen
- first_name: Andreas
  full_name: Boes, Andreas
  last_name: Boes
- first_name: Christoph
  full_name: Breidbach, Christoph
  last_name: Breidbach
- first_name: Martin
  full_name: Gersch, Martin
  last_name: Gersch
- first_name: Gerhard
  full_name: Gudergan, Gerhard
  last_name: Gudergan
- first_name: Jens
  full_name: Hogreve, Jens
  last_name: Hogreve
- first_name: Christian
  full_name: Kurtz, Christian
  last_name: Kurtz
- first_name: Barbara
  full_name: Langes, Barbara
  last_name: Langes
- first_name: Jan Marco
  full_name: Leimeister, Jan Marco
  last_name: Leimeister
- first_name: Tom
  full_name: Lewandowski, Tom
  last_name: Lewandowski
- first_name: Thomas
  full_name: Meiren, Thomas
  last_name: Meiren
- first_name: Rainer
  full_name: Nägele, Rainer
  last_name: Nägele
- first_name: Stefanie
  full_name: Paluch, Stefanie
  last_name: Paluch
- first_name: Christoph
  full_name: Peters, Christoph
  last_name: Peters
- first_name: Jens
  full_name: Poeppelbuss, Jens
  last_name: Poeppelbuss
- first_name: Susanne
  full_name: Robra-Bissantz, Susanne
  last_name: Robra-Bissantz
- first_name: Carsten
  full_name: Schultz, Carsten
  last_name: Schultz
- first_name: Jan H.
  full_name: Schumann, Jan H.
  last_name: Schumann
- first_name: Jochen
  full_name: Wirtz, Jochen
  last_name: Wirtz
- first_name: Nancy V.
  full_name: Wünderlich, Nancy V.
  last_name: Wünderlich
citation:
  ama: 'Böhmann T, Roth A, Satzger G, et al. Continuous value shaping: A boundary
    concept for innovating service innovation approaches. <i>Electronic Markets</i>.
    2025;35(1). doi:<a href="https://doi.org/10.1007/s12525-025-00771-1">10.1007/s12525-025-00771-1</a>'
  apa: 'Böhmann, T., Roth, A., Satzger, G., Benz, C., Beverungen, D., Boes, A., Breidbach,
    C., Gersch, M., Gudergan, G., Hogreve, J., Kurtz, C., Langes, B., Leimeister,
    J. M., Lewandowski, T., Meiren, T., Nägele, R., Paluch, S., Peters, C., Poeppelbuss,
    J., … Wünderlich, N. V. (2025). Continuous value shaping: A boundary concept for
    innovating service innovation approaches. <i>Electronic Markets</i>, <i>35</i>(1),
    Article 27. <a href="https://doi.org/10.1007/s12525-025-00771-1">https://doi.org/10.1007/s12525-025-00771-1</a>'
  bibtex: '@article{Böhmann_Roth_Satzger_Benz_Beverungen_Boes_Breidbach_Gersch_Gudergan_Hogreve_et
    al._2025, title={Continuous value shaping: A boundary concept for innovating service
    innovation approaches}, volume={35}, DOI={<a href="https://doi.org/10.1007/s12525-025-00771-1">10.1007/s12525-025-00771-1</a>},
    number={127}, journal={Electronic Markets}, publisher={Springer Science and Business
    Media LLC}, author={Böhmann, Tilo and Roth, Angela and Satzger, Gerhard and Benz,
    Carina and Beverungen, Daniel and Boes, Andreas and Breidbach, Christoph and Gersch,
    Martin and Gudergan, Gerhard and Hogreve, Jens and et al.}, year={2025} }'
  chicago: 'Böhmann, Tilo, Angela Roth, Gerhard Satzger, Carina Benz, Daniel Beverungen,
    Andreas Boes, Christoph Breidbach, et al. “Continuous Value Shaping: A Boundary
    Concept for Innovating Service Innovation Approaches.” <i>Electronic Markets</i>
    35, no. 1 (2025). <a href="https://doi.org/10.1007/s12525-025-00771-1">https://doi.org/10.1007/s12525-025-00771-1</a>.'
  ieee: 'T. Böhmann <i>et al.</i>, “Continuous value shaping: A boundary concept for
    innovating service innovation approaches,” <i>Electronic Markets</i>, vol. 35,
    no. 1, Art. no. 27, 2025, doi: <a href="https://doi.org/10.1007/s12525-025-00771-1">10.1007/s12525-025-00771-1</a>.'
  mla: 'Böhmann, Tilo, et al. “Continuous Value Shaping: A Boundary Concept for Innovating
    Service Innovation Approaches.” <i>Electronic Markets</i>, vol. 35, no. 1, 27,
    Springer Science and Business Media LLC, 2025, doi:<a href="https://doi.org/10.1007/s12525-025-00771-1">10.1007/s12525-025-00771-1</a>.'
  short: T. Böhmann, A. Roth, G. Satzger, C. Benz, D. Beverungen, A. Boes, C. Breidbach,
    M. Gersch, G. Gudergan, J. Hogreve, C. Kurtz, B. Langes, J.M. Leimeister, T. Lewandowski,
    T. Meiren, R. Nägele, S. Paluch, C. Peters, J. Poeppelbuss, S. Robra-Bissantz,
    C. Schultz, J.H. Schumann, J. Wirtz, N.V. Wünderlich, Electronic Markets 35 (2025).
date_created: 2025-04-04T06:10:26Z
date_updated: 2025-11-10T10:19:25Z
ddc:
- '380'
department:
- _id: '195'
doi: 10.1007/s12525-025-00771-1
external_id:
  unknown:
  - https://link.springer.com/article/10.1007/s12525-025-00771-1
file:
- access_level: closed
  content_type: application/pdf
  creator: dabe
  date_created: 2025-04-04T06:19:38Z
  date_updated: 2025-04-04T06:19:38Z
  file_id: '59336'
  file_name: Continuous Value Shaping - EM.pdf
  file_size: 920032
  relation: main_file
  success: 1
file_date_updated: 2025-04-04T06:19:38Z
has_accepted_license: '1'
intvolume: '        35'
issue: '1'
jel:
- M10
keyword:
- Continuous value shaping (CVS)
- Service research
- Service innovation
- Digitalization
- Sustainability
- Interdisciplinary research
language:
- iso: eng
project:
- _id: '1250'
  name: 'SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften
    mit Unternehmen'
publication: Electronic Markets
publication_identifier:
  issn:
  - 1019-6781
  - 1422-8890
publication_status: published
publisher: Springer Science and Business Media LLC
quality_controlled: '1'
status: public
title: 'Continuous value shaping: A boundary concept for innovating service innovation
  approaches'
type: journal_article
user_id: '59677'
volume: 35
year: '2025'
...