[{"place":"Maui, Hawaii, USA","citation":{"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.","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} }","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.","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.","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.","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.","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."},"project":[{"_id":"1250","name":"SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen"}],"quality_controlled":"1","publisher":"Association for Information Systems (AIS), IEEE Computer Society Press, University of Hawaii (Manoa)","_id":"61310","user_id":"74374","conference":{"end_date":"2026-01-09","start_date":"2026-01-06","name":"59th Hawaii International Conference on System Sciences (HICSS 2026)","location":"Maui, Maui, Hawaii, USA"},"jel":["M15"],"status":"public","date_created":"2025-09-16T13:55:52Z","department":[{"_id":"195"}],"type":"conference","keyword":["Continuous Value Shaping","Service Systems Engineering","Service Science","Public Sector","Service Innovation"],"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"}],"author":[{"id":"74374","full_name":"Schäfer, Jannika Marie","last_name":"Schäfer","first_name":"Jannika Marie"},{"first_name":"Polina","last_name":"Rajko","full_name":"Rajko, Polina"},{"full_name":"Angelova, Daniela","last_name":"Angelova","first_name":"Daniela"},{"full_name":"Böhmann, Tilo","last_name":"Böhmann","first_name":"Tilo"}],"title":"From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems Engineering through Continuous Value Shaping","year":"2026","date_updated":"2026-02-05T06:57:02Z","publication_status":"published"},{"file":[{"date_created":"2026-10-08T10:49:46Z","creator":"dabe","file_id":"67433","content_type":"application/pdf","success":1,"file_name":"Schäfer_EM_A Service-Dominant Perspective on Generative Artificial Intelligence.pdf","file_size":1520928,"access_level":"closed","relation":"main_file","date_updated":"2026-10-08T10:49:46Z"}],"date_created":"2026-09-18T09:52:01Z","type":"journal_article","keyword":["Generative artificial intelligence","Service-dominant logic","Service science","Actor","Beneficiary","Agent"],"department":[{"_id":"195"}],"publication":"Electronic Markets","issue":"78","abstract":[{"lang":"eng","text":"Generative artificial intelligence (GenAI) challenges core concepts in service science by blurring boundaries among resources, actors, and beneficiaries. Using service-dominant logic (SDL) as a theoretical lens, we review the distinctive properties of these concepts, introduce the agent concept into SDL, and analyze GenAI’s precise role in service exchange processes. We employ a two-phase research approach: First, we conduct a systematic literature review to derive defining properties of resources, actors, beneficiaries, and agents. We then assess eight contemporary GenAI systems against these properties. Our evidence indicates that GenAI is best understood as an operant resource and, depending on design and context, as an actor and agent. Conversely, GenAI does not qualify as a beneficiary, as it is neither individually capable of phenomenologically experiencing and determining value nor a social system of individuals with such capacities. Our findings propose an update to SDL’s core concepts and understanding, as well as a nuanced conceptual clarification of GenAI’s role, offering guidance for researchers and practitioners seeking to understand and design service interactions that incorporate GenAI."}],"main_file_link":[{"url":"https://link.springer.com/article/10.1007/s12525-026-00932-w","open_access":"1"}],"language":[{"iso":"eng"}],"doi":"https://doi.org/10.1007/s12525-026-00932-w","year":"2026","title":"Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence","author":[{"last_name":"Schäfer","first_name":"Jannika Marie","full_name":"Schäfer, Jannika Marie","id":"74374"},{"id":"55603","full_name":"Hansmeier, Philipp","first_name":"Philipp","last_name":"Hansmeier"},{"id":"64394","full_name":"zur Heiden, Philipp","last_name":"zur Heiden","first_name":"Philipp"},{"id":"59677","last_name":"Beverungen","first_name":"Daniel","full_name":"Beverungen, Daniel"}],"publication_status":"published","date_updated":"2026-10-08T10:52:07Z","article_type":"original","intvolume":"        36","oa":"1","file_date_updated":"2026-10-08T10:49:46Z","citation":{"bibtex":"@article{Schäfer_Hansmeier_zur Heiden_Beverungen_2026, title={Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence}, volume={36}, DOI={<a href=\"https://doi.org/10.1007/s12525-026-00932-w\">https://doi.org/10.1007/s12525-026-00932-w</a>}, number={78}, journal={Electronic Markets}, publisher={Springer Nature}, author={Schäfer, Jannika Marie and Hansmeier, Philipp and zur Heiden, Philipp and Beverungen, Daniel}, year={2026} }","ama":"Schäfer JM, Hansmeier P, zur Heiden P, Beverungen D. Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence. <i>Electronic Markets</i>. 2026;36(78). doi:<a href=\"https://doi.org/10.1007/s12525-026-00932-w\">https://doi.org/10.1007/s12525-026-00932-w</a>","mla":"Schäfer, Jannika Marie, et al. “Resource, Actor, Beneficiary, or Agent? A Service‑dominant Perspective on Generative Artificial Intelligence.” <i>Electronic Markets</i>, vol. 36, no. 78, Springer Nature, 2026, doi:<a href=\"https://doi.org/10.1007/s12525-026-00932-w\">https://doi.org/10.1007/s12525-026-00932-w</a>.","short":"J.M. Schäfer, P. Hansmeier, P. zur Heiden, D. Beverungen, Electronic Markets 36 (2026).","chicago":"Schäfer, Jannika Marie, Philipp Hansmeier, Philipp zur Heiden, and Daniel Beverungen. “Resource, Actor, Beneficiary, or Agent? A Service‑dominant Perspective on Generative Artificial Intelligence.” <i>Electronic Markets</i> 36, no. 78 (2026). <a href=\"https://doi.org/10.1007/s12525-026-00932-w\">https://doi.org/10.1007/s12525-026-00932-w</a>.","ieee":"J. M. Schäfer, P. Hansmeier, P. zur Heiden, and D. Beverungen, “Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence,” <i>Electronic Markets</i>, vol. 36, no. 78, 2026, doi: <a href=\"https://doi.org/10.1007/s12525-026-00932-w\">https://doi.org/10.1007/s12525-026-00932-w</a>.","apa":"Schäfer, J. M., Hansmeier, P., zur Heiden, P., &#38; Beverungen, D. (2026). Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence. <i>Electronic Markets</i>, <i>36</i>(78). <a href=\"https://doi.org/10.1007/s12525-026-00932-w\">https://doi.org/10.1007/s12525-026-00932-w</a>"},"quality_controlled":"1","project":[{"name":"DatenraumKultur: Use Case 1 - Kulturplattformen - Datenraum Kultur","_id":"160"},{"_id":"1250","name":"SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen"}],"_id":"67182","publisher":"Springer Nature","user_id":"59677","ddc":["380"],"volume":36,"status":"public","jel":["L86"],"has_accepted_license":"1"},{"citation":{"short":"D. Beverungen, O. Müller, M. Matzner, J. Mendling, J. vom Brocke, Electronic Markets 29 (2019) 7–18.","chicago":"Beverungen, Daniel, Oliver Müller, Martin Matzner, Jan Mendling, and Jan vom Brocke. “Conceptualizing Smart Service Systems.” <i>Electronic Markets</i> 29 (2019): 7–18. <a href=\"https://doi.org/10.1007/s12525-017-0270-5\">https://doi.org/10.1007/s12525-017-0270-5</a>.","apa":"Beverungen, D., Müller, O., Matzner, M., Mendling, J., &#38; vom Brocke, J. (2019). Conceptualizing smart service systems. <i>Electronic Markets</i>, <i>29</i>, 7–18. <a href=\"https://doi.org/10.1007/s12525-017-0270-5\">https://doi.org/10.1007/s12525-017-0270-5</a>","ieee":"D. Beverungen, O. Müller, M. Matzner, J. Mendling, and J. vom Brocke, “Conceptualizing smart service systems,” <i>Electronic Markets</i>, vol. 29, pp. 7–18, 2019, doi: <a href=\"https://doi.org/10.1007/s12525-017-0270-5\">10.1007/s12525-017-0270-5</a>.","ama":"Beverungen D, Müller O, Matzner M, Mendling J, vom Brocke J. Conceptualizing smart service systems. <i>Electronic Markets</i>. 2019;29:7-18. doi:<a href=\"https://doi.org/10.1007/s12525-017-0270-5\">10.1007/s12525-017-0270-5</a>","bibtex":"@article{Beverungen_Müller_Matzner_Mendling_vom Brocke_2019, title={Conceptualizing smart service systems}, volume={29}, DOI={<a href=\"https://doi.org/10.1007/s12525-017-0270-5\">10.1007/s12525-017-0270-5</a>}, journal={Electronic Markets}, publisher={SpringerNature}, author={Beverungen, Daniel and Müller, Oliver and Matzner, Martin and Mendling, Jan and vom Brocke, Jan}, year={2019}, pages={7–18} }","mla":"Beverungen, Daniel, et al. “Conceptualizing Smart Service Systems.” <i>Electronic Markets</i>, vol. 29, SpringerNature, 2019, pp. 7–18, doi:<a href=\"https://doi.org/10.1007/s12525-017-0270-5\">10.1007/s12525-017-0270-5</a>."},"file_date_updated":"2024-04-18T12:53:07Z","project":[{"call_identifier":"MSCA-RISE-2014","name":"RISE_BPM: Propelling Business Process Management by Research and Innovation Staff Exchange","grant_number":"645751","_id":"1070"}],"quality_controlled":"1","_id":"4684","publisher":"SpringerNature","page":"7-18","volume":29,"user_id":"59677","ddc":["380"],"jel":["L8"],"status":"public","has_accepted_license":"1","date_created":"2018-10-12T08:24:45Z","file":[{"content_type":"application/pdf","success":1,"file_id":"53575","access_level":"closed","file_size":599681,"file_name":"Beverungen_et_al-Conceptualizing_Smart_Service_Systems.pdf","date_updated":"2024-04-18T12:53:07Z","relation":"main_file","date_created":"2024-04-18T12:53:07Z","creator":"dabe"}],"department":[{"_id":"195"}],"keyword":["Boundary object","Internet of things","Service science","Smart products","Smart service"],"type":"journal_article","publication":"Electronic Markets","abstract":[{"lang":"eng","text":"Recent years have seen the emergence of physical products that are digitally networked with other products and with information systems to enable complex business scenarios in manufacturing, mobility, or healthcare. These “smart products”, which enable the co-creation of “smart service” that is based on monitoring, optimization, remote control, and autonomous adaptation of products, profoundly transform service systems into what we call “smart service systems”. In a multi-method study that includes conceptual research and qualitative data from in-depth interviews, we conceptualize “smart service” and “smart service systems” based on using smart products as boundary objects that integrate service consumers’ and service providers’ resources and activities. Smart products allow both actors to retrieve and to analyze aggregated field evidence and to adapt service systems based on contextual data. We discuss the implications that the introduction of smart service systems have for foundational concepts of service science and conclude that smart service systems are characterized by technology-mediated, continuous, and routinized interactions."}],"language":[{"iso":"eng"}],"doi":"10.1007/s12525-017-0270-5","publication_identifier":{"issn":["14228890"]},"author":[{"full_name":"Beverungen, Daniel","last_name":"Beverungen","first_name":"Daniel","id":"59677"},{"first_name":"Oliver","last_name":"Müller","full_name":"Müller, Oliver","id":"72849"},{"first_name":"Martin","last_name":"Matzner","full_name":"Matzner, Martin"},{"first_name":"Jan","last_name":"Mendling","full_name":"Mendling, Jan"},{"full_name":"vom Brocke, Jan","first_name":"Jan","last_name":"vom Brocke"}],"title":"Conceptualizing smart service systems","year":"2019","article_type":"original","intvolume":"        29","publication_status":"published","date_updated":"2024-04-18T12:55:05Z"}]