--- _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: 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); 2026.' apa: 'Schäfer, J. M., Rajko, P., Angelova, D., & Böhmann, T. (2026). From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems Engineering through Continuous Value Shaping. Proceedings of the 59th Hawaii International Conference on System Sciences (HICSS 2026). 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 Proceedings of the 59th Hawaii International Conference on System Sciences (HICSS 2026). 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.” 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), 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: '67182' 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.' article_type: original author: - first_name: Jannika Marie full_name: Schäfer, Jannika Marie id: '74374' last_name: Schäfer - first_name: Philipp full_name: Hansmeier, Philipp id: '55603' last_name: Hansmeier - first_name: Philipp full_name: zur Heiden, Philipp id: '64394' last_name: zur Heiden - first_name: Daniel full_name: Beverungen, Daniel id: '59677' last_name: Beverungen citation: ama: Schäfer JM, Hansmeier P, zur Heiden P, Beverungen D. Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence. Electronic Markets. 2026;36(78). doi:https://doi.org/10.1007/s12525-026-00932-w apa: Schäfer, J. M., Hansmeier, P., zur Heiden, P., & Beverungen, D. (2026). Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence. Electronic Markets, 36(78). https://doi.org/10.1007/s12525-026-00932-w 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={https://doi.org/10.1007/s12525-026-00932-w}, number={78}, journal={Electronic Markets}, publisher={Springer Nature}, author={Schäfer, Jannika Marie and Hansmeier, Philipp and zur Heiden, Philipp and Beverungen, Daniel}, year={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.” Electronic Markets 36, no. 78 (2026). https://doi.org/10.1007/s12525-026-00932-w. 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,” Electronic Markets, vol. 36, no. 78, 2026, doi: https://doi.org/10.1007/s12525-026-00932-w.' mla: Schäfer, Jannika Marie, et al. “Resource, Actor, Beneficiary, or Agent? A Service‑dominant Perspective on Generative Artificial Intelligence.” Electronic Markets, vol. 36, no. 78, Springer Nature, 2026, doi:https://doi.org/10.1007/s12525-026-00932-w. short: J.M. Schäfer, P. Hansmeier, P. zur Heiden, D. Beverungen, Electronic Markets 36 (2026). date_created: 2026-09-18T09:52:01Z date_updated: 2026-10-08T10:52:07Z ddc: - '380' department: - _id: '195' doi: https://doi.org/10.1007/s12525-026-00932-w file: - access_level: closed content_type: application/pdf creator: dabe date_created: 2026-10-08T10:49:46Z date_updated: 2026-10-08T10:49:46Z file_id: '67433' file_name: Schäfer_EM_A Service-Dominant Perspective on Generative Artificial Intelligence.pdf file_size: 1520928 relation: main_file success: 1 file_date_updated: 2026-10-08T10:49:46Z has_accepted_license: '1' intvolume: ' 36' issue: '78' jel: - L86 keyword: - Generative artificial intelligence - Service-dominant logic - Service science - Actor - Beneficiary - Agent language: - iso: eng main_file_link: - open_access: '1' url: https://link.springer.com/article/10.1007/s12525-026-00932-w oa: '1' project: - _id: '160' name: 'DatenraumKultur: Use Case 1 - Kulturplattformen - Datenraum Kultur' - _id: '1250' name: 'SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften mit Unternehmen' publication: Electronic Markets publication_status: published publisher: Springer Nature quality_controlled: '1' status: public title: Resource, actor, beneficiary, or agent? A service‑dominant perspective on generative artificial intelligence type: journal_article user_id: '59677' volume: 36 year: '2026' ... --- _id: '4684' 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. article_type: original author: - first_name: Daniel full_name: Beverungen, Daniel id: '59677' last_name: Beverungen - first_name: Oliver full_name: Müller, Oliver id: '72849' last_name: Müller - first_name: Martin full_name: Matzner, Martin last_name: Matzner - first_name: Jan full_name: Mendling, Jan last_name: Mendling - first_name: Jan full_name: vom Brocke, Jan last_name: vom Brocke citation: ama: Beverungen D, Müller O, Matzner M, Mendling J, vom Brocke J. Conceptualizing smart service systems. Electronic Markets. 2019;29:7-18. doi:10.1007/s12525-017-0270-5 apa: Beverungen, D., Müller, O., Matzner, M., Mendling, J., & vom Brocke, J. (2019). Conceptualizing smart service systems. Electronic Markets, 29, 7–18. https://doi.org/10.1007/s12525-017-0270-5 bibtex: '@article{Beverungen_Müller_Matzner_Mendling_vom Brocke_2019, title={Conceptualizing smart service systems}, volume={29}, DOI={10.1007/s12525-017-0270-5}, 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} }' chicago: 'Beverungen, Daniel, Oliver Müller, Martin Matzner, Jan Mendling, and Jan vom Brocke. “Conceptualizing Smart Service Systems.” Electronic Markets 29 (2019): 7–18. https://doi.org/10.1007/s12525-017-0270-5.' ieee: 'D. Beverungen, O. Müller, M. Matzner, J. Mendling, and J. vom Brocke, “Conceptualizing smart service systems,” Electronic Markets, vol. 29, pp. 7–18, 2019, doi: 10.1007/s12525-017-0270-5.' mla: Beverungen, Daniel, et al. “Conceptualizing Smart Service Systems.” Electronic Markets, vol. 29, SpringerNature, 2019, pp. 7–18, doi:10.1007/s12525-017-0270-5. short: D. Beverungen, O. Müller, M. Matzner, J. Mendling, J. vom Brocke, Electronic Markets 29 (2019) 7–18. date_created: 2018-10-12T08:24:45Z date_updated: 2024-04-18T12:55:05Z ddc: - '380' department: - _id: '195' doi: 10.1007/s12525-017-0270-5 file: - access_level: closed content_type: application/pdf creator: dabe date_created: 2024-04-18T12:53:07Z date_updated: 2024-04-18T12:53:07Z file_id: '53575' file_name: Beverungen_et_al-Conceptualizing_Smart_Service_Systems.pdf file_size: 599681 relation: main_file success: 1 file_date_updated: 2024-04-18T12:53:07Z has_accepted_license: '1' intvolume: ' 29' jel: - L8 keyword: - Boundary object - Internet of things - Service science - Smart products - Smart service language: - iso: eng page: 7-18 project: - _id: '1070' call_identifier: MSCA-RISE-2014 grant_number: '645751' name: 'RISE_BPM: Propelling Business Process Management by Research and Innovation Staff Exchange' publication: Electronic Markets publication_identifier: issn: - '14228890' publication_status: published publisher: SpringerNature quality_controlled: '1' status: public title: Conceptualizing smart service systems type: journal_article user_id: '59677' volume: 29 year: '2019' ...