@inproceedings{61310,
  abstract     = {{Service systems engineering relies on structured, top-down approaches to designing and
innovating service systems. In today’s dynamic environments—shaped by digital transformation,
evolving 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
SSE practices. As the first empirical exploration of Continuous Value Shaping, the study refines its
conceptual 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       = {{Schäfer, Jannika Marie and Rajko, Polina and Angelova, Daniela and Böhmann, Tilo}},
  booktitle    = {{Proceedings of the 59th Hawaii International Conference on System Sciences (HICSS 2026)}},
  keywords     = {{Continuous Value Shaping, Service Systems Engineering, Service Science, Public Sector, Service Innovation}},
  location     = {{Maui, Maui, Hawaii, USA}},
  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}}},
  year         = {{2026}},
}

@article{59335,
  abstract     = {{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.}},
  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 Kurtz, Christian and Langes, Barbara and Leimeister, Jan Marco and Lewandowski, Tom and Meiren, Thomas and Nägele, Rainer and Paluch, Stefanie and Peters, Christoph and Poeppelbuss, Jens and Robra-Bissantz, Susanne and Schultz, Carsten and Schumann, Jan H. and Wirtz, Jochen and Wünderlich, Nancy V.}},
  issn         = {{1019-6781}},
  journal      = {{Electronic Markets}},
  keywords     = {{Continuous value shaping (CVS), Service research, Service innovation, Digitalization, Sustainability, Interdisciplinary research}},
  number       = {{1}},
  publisher    = {{Springer Science and Business Media LLC}},
  title        = {{{Continuous value shaping: A boundary concept for innovating service innovation approaches}}},
  doi          = {{10.1007/s12525-025-00771-1}},
  volume       = {{35}},
  year         = {{2025}},
}