[{"publication":"Proceedings of the 59th Hawaii International Conference on System Sciences (HICSS 2026)","abstract":[{"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.","lang":"eng"}],"language":[{"iso":"eng"}],"keyword":["Continuous Value Shaping","Service Systems Engineering","Service Science","Public Sector","Service Innovation"],"quality_controlled":"1","year":"2026","date_created":"2025-09-16T13:55:52Z","publisher":"Association for Information Systems (AIS), IEEE Computer Society Press, University of Hawaii (Manoa)","title":"From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems Engineering through Continuous Value Shaping","type":"conference","status":"public","department":[{"_id":"195"}],"user_id":"74374","_id":"61310","project":[{"name":"SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen","_id":"1250"}],"publication_status":"published","citation":{"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} }","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.","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.","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."},"jel":["M15"],"place":"Maui, Hawaii, USA","author":[{"first_name":"Jannika Marie","last_name":"Schäfer","id":"74374","full_name":"Schäfer, Jannika Marie"},{"first_name":"Polina","last_name":"Rajko","full_name":"Rajko, Polina"},{"last_name":"Angelova","full_name":"Angelova, Daniela","first_name":"Daniela"},{"first_name":"Tilo","last_name":"Böhmann","full_name":"Böhmann, Tilo"}],"date_updated":"2026-02-05T06:57:02Z","conference":{"name":"59th Hawaii International Conference on System Sciences (HICSS 2026)","start_date":"2026-01-06","end_date":"2026-01-09","location":"Maui, Maui, Hawaii, USA"}},{"issue":"1","quality_controlled":"1","year":"2026","date_created":"2026-04-21T13:13:02Z","publisher":"Springer Science and Business Media LLC","title":"Service through communication—Conceptualizing service systems with Luhmann’s systems theory","publication":"Electronic Markets","file":[{"date_updated":"2026-04-21T13:14:30Z","creator":"dabe","date_created":"2026-04-21T13:14:30Z","file_size":2793039,"file_name":"Service is Communication - EM Paper.pdf","access_level":"closed","file_id":"65477","content_type":"application/pdf","success":1,"relation":"main_file"}],"abstract":[{"lang":"eng","text":"Service research has evolved into an interdisciplinary research field that bridges diverse disciplines, including information systems (IS) and marketing. Nearly two decades ago, the service system concept was introduced as a foundational abstraction in service research, drawing on ideas from the service-dominant logic (S-D logic) of marketing. Despite its widespread adoption in service research, particularly in the IS discipline, the service system concept lacks a solid theoretical foundation. This has resulted in conceptual ambiguity and overlap with related constructs, such as service ecosystems. Moreover, it has largely remained a static analytical lens, insufficiently capturing dynamic service phenomena, including value co-creation and co-destruction, as well as the emergence of institutional arrangements. To address these limitations, we propose Luhmann’s systems theory (LST) as a robust framework for conceptualizing service systems as autopoietic (self-creating) systems, in which communication serves as the fundamental mechanism that drives value co-creation. We derive five theoretical propositions from this re-conceptualization that clarify conceptual ambiguity and allow researchers to explore dynamic service phenomena in greater depth. Given LST’s general approach, our conceptualization provides a theoretically grounded, interdisciplinary foundation for advancing service research."}],"language":[{"iso":"eng"}],"keyword":["Service system","Service ecosystem","Systems theory","Service research"],"ddc":["380"],"publication_identifier":{"issn":["1019-6781","1422-8890"]},"has_accepted_license":"1","publication_status":"published","intvolume":"        36","citation":{"short":"D. Beverungen, J. Poeppelbuss, S. Hemmrich, T. Iqbal, Electronic Markets 36 (2026).","bibtex":"@article{Beverungen_Poeppelbuss_Hemmrich_Iqbal_2026, title={Service through communication—Conceptualizing service systems with Luhmann’s systems theory}, volume={36}, DOI={<a href=\"https://doi.org/10.1007/s12525-026-00889-w\">10.1007/s12525-026-00889-w</a>}, number={137}, journal={Electronic Markets}, publisher={Springer Science and Business Media LLC}, author={Beverungen, Daniel and Poeppelbuss, Jens and Hemmrich, Simon and Iqbal, Taskeen}, year={2026} }","mla":"Beverungen, Daniel, et al. “Service through Communication—Conceptualizing Service Systems with Luhmann’s Systems Theory.” <i>Electronic Markets</i>, vol. 36, no. 1, 37, Springer Science and Business Media LLC, 2026, doi:<a href=\"https://doi.org/10.1007/s12525-026-00889-w\">10.1007/s12525-026-00889-w</a>.","apa":"Beverungen, D., Poeppelbuss, J., Hemmrich, S., &#38; Iqbal, T. (2026). Service through communication—Conceptualizing service systems with Luhmann’s systems theory. <i>Electronic Markets</i>, <i>36</i>(1), Article 37. <a href=\"https://doi.org/10.1007/s12525-026-00889-w\">https://doi.org/10.1007/s12525-026-00889-w</a>","ama":"Beverungen D, Poeppelbuss J, Hemmrich S, Iqbal T. Service through communication—Conceptualizing service systems with Luhmann’s systems theory. <i>Electronic Markets</i>. 2026;36(1). doi:<a href=\"https://doi.org/10.1007/s12525-026-00889-w\">10.1007/s12525-026-00889-w</a>","ieee":"D. Beverungen, J. Poeppelbuss, S. Hemmrich, and T. Iqbal, “Service through communication—Conceptualizing service systems with Luhmann’s systems theory,” <i>Electronic Markets</i>, vol. 36, no. 1, Art. no. 37, 2026, doi: <a href=\"https://doi.org/10.1007/s12525-026-00889-w\">10.1007/s12525-026-00889-w</a>.","chicago":"Beverungen, Daniel, Jens Poeppelbuss, Simon Hemmrich, and Taskeen Iqbal. “Service through Communication—Conceptualizing Service Systems with Luhmann’s Systems Theory.” <i>Electronic Markets</i> 36, no. 1 (2026). <a href=\"https://doi.org/10.1007/s12525-026-00889-w\">https://doi.org/10.1007/s12525-026-00889-w</a>."},"jel":["L80"],"volume":36,"author":[{"first_name":"Daniel","full_name":"Beverungen, Daniel","last_name":"Beverungen"},{"full_name":"Poeppelbuss, Jens","last_name":"Poeppelbuss","first_name":"Jens"},{"first_name":"Simon","last_name":"Hemmrich","full_name":"Hemmrich, Simon"},{"full_name":"Iqbal, Taskeen","last_name":"Iqbal","first_name":"Taskeen"}],"date_updated":"2026-04-21T13:18:35Z","oa":"1","doi":"10.1007/s12525-026-00889-w","main_file_link":[{"open_access":"1","url":"https://link.springer.com/content/pdf/10.1007/s12525-026-00889-w.pdf"}],"type":"journal_article","status":"public","department":[{"_id":"195"},{"_id":"534"}],"user_id":"59677","_id":"65476","project":[{"name":"SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen","_id":"1250"}],"file_date_updated":"2026-04-21T13:14:30Z","article_type":"original","article_number":"37"},{"user_id":"74374","department":[{"_id":"195"}],"project":[{"_id":"1250","name":"SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen"}],"_id":"61309","language":[{"iso":"eng"}],"keyword":["service innovation","ecosystem","innovation hubs","SMEs","public sector"],"type":"conference","publication":"Proceedings of the 20th International Conference on Wirtschaftsinformatik (WI 2025)","status":"public","abstract":[{"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.","lang":"eng"}],"author":[{"first_name":"Jannika Marie","full_name":"Schäfer, Jannika Marie","id":"74374","last_name":"Schäfer"},{"full_name":"Liebschner, Jonas","last_name":"Liebschner","first_name":"Jonas"},{"first_name":"Polina","last_name":"Rajko","full_name":"Rajko, Polina"},{"first_name":"Henrik","full_name":"Cohnen, Henrik","last_name":"Cohnen"},{"first_name":"Nina","last_name":"Lugmair","full_name":"Lugmair, Nina"},{"last_name":"Heinz","full_name":"Heinz, Daniel","first_name":"Daniel"}],"date_created":"2025-09-16T13:44:53Z","publisher":"Association for Information Systems (AIS)","date_updated":"2025-09-16T13:46:05Z","conference":{"start_date":"14.09.2025","name":"20th International Conference on Wirtschaftsinformatik (WI 2025)","location":"Münster, Germany","end_date":"17.09.2025"},"title":"Designing Digital Service Innovation Hubs: An Ecosystem Perspective on the Challenges and Requirements of SMEs and the Public Sector","publication_status":"published","jel":["M15"],"citation":{"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} }","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.","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.","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.","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.","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."},"place":"Münster, Germany","year":"2025"},{"date_updated":"2025-11-10T10:19:25Z","volume":35,"author":[{"full_name":"Böhmann, Tilo","last_name":"Böhmann","first_name":"Tilo"},{"full_name":"Roth, Angela","last_name":"Roth","first_name":"Angela"},{"last_name":"Satzger","full_name":"Satzger, Gerhard","first_name":"Gerhard"},{"full_name":"Benz, Carina","last_name":"Benz","first_name":"Carina"},{"last_name":"Beverungen","full_name":"Beverungen, Daniel","first_name":"Daniel"},{"last_name":"Boes","full_name":"Boes, Andreas","first_name":"Andreas"},{"last_name":"Breidbach","full_name":"Breidbach, Christoph","first_name":"Christoph"},{"first_name":"Martin","last_name":"Gersch","full_name":"Gersch, Martin"},{"first_name":"Gerhard","full_name":"Gudergan, Gerhard","last_name":"Gudergan"},{"full_name":"Hogreve, Jens","last_name":"Hogreve","first_name":"Jens"},{"last_name":"Kurtz","full_name":"Kurtz, Christian","first_name":"Christian"},{"last_name":"Langes","full_name":"Langes, Barbara","first_name":"Barbara"},{"first_name":"Jan Marco","full_name":"Leimeister, Jan Marco","last_name":"Leimeister"},{"full_name":"Lewandowski, Tom","last_name":"Lewandowski","first_name":"Tom"},{"first_name":"Thomas","full_name":"Meiren, Thomas","last_name":"Meiren"},{"first_name":"Rainer","last_name":"Nägele","full_name":"Nägele, Rainer"},{"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"},{"full_name":"Robra-Bissantz, Susanne","last_name":"Robra-Bissantz","first_name":"Susanne"},{"first_name":"Carsten","full_name":"Schultz, Carsten","last_name":"Schultz"},{"first_name":"Jan H.","full_name":"Schumann, Jan H.","last_name":"Schumann"},{"last_name":"Wirtz","full_name":"Wirtz, Jochen","first_name":"Jochen"},{"first_name":"Nancy V.","last_name":"Wünderlich","full_name":"Wünderlich, Nancy V."}],"doi":"10.1007/s12525-025-00771-1","has_accepted_license":"1","publication_identifier":{"issn":["1019-6781","1422-8890"]},"publication_status":"published","intvolume":"        35","citation":{"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).","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} }","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>.","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>","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>","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>."},"jel":["M10"],"_id":"59335","project":[{"name":"SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen","_id":"1250"}],"department":[{"_id":"195"}],"user_id":"59677","article_number":"27","article_type":"original","file_date_updated":"2025-04-04T06:19:38Z","type":"journal_article","status":"public","publisher":"Springer Science and Business Media LLC","date_created":"2025-04-04T06:10:26Z","title":"Continuous value shaping: A boundary concept for innovating service innovation approaches","quality_controlled":"1","issue":"1","year":"2025","external_id":{"unknown":["https://link.springer.com/article/10.1007/s12525-025-00771-1"]},"keyword":["Continuous value shaping (CVS)","Service research","Service innovation","Digitalization","Sustainability","Interdisciplinary research"],"ddc":["380"],"language":[{"iso":"eng"}],"publication":"Electronic Markets","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."}],"file":[{"content_type":"application/pdf","success":1,"relation":"main_file","date_updated":"2025-04-04T06:19:38Z","creator":"dabe","date_created":"2025-04-04T06:19:38Z","file_size":920032,"file_id":"59336","file_name":"Continuous Value Shaping - EM.pdf","access_level":"closed"}]}]