@article{51770, abstract = {{AbstractWorkarounds are goal‐driven deviations from the standard operating procedures performed to overcome obstacles constraining day‐to‐day work. Despite starting as temporary fixes, they can become established across an organisation and trigger the innovation of processes and IT artefacts that can resolve misfits permanently. Although prior research has elicited antecedents and types of workarounds, it is not known how workarounds diffuse in an organisation and, thereby, innovating co‐workers' activities, IT artefacts, and organisational structures. The results of our multiple two‐year case study provide unique empirical insights into the diffusion of workarounds and how they can act as generative mechanisms for bottom‐up process innovation.}}, author = {{Bartelheimer, Christian and Wolf, Verena and Beverungen, Daniel}}, issn = {{1350-1917}}, journal = {{Information Systems Journal}}, keywords = {{Computer Networks and Communications, Information Systems, Software}}, number = {{5}}, pages = {{1085--1150}}, publisher = {{Wiley}}, title = {{{Workarounds as generative mechanisms for bottom‐up process innovation—Insights from a multiple case study}}}, doi = {{10.1111/isj.12435}}, volume = {{33}}, year = {{2023}}, } @phdthesis{21205, author = {{Wolf, Verena}}, title = {{{Service System Innovation: An Ambidexterity Perspective}}}, year = {{2020}}, } @inproceedings{16800, author = {{Bartelheimer, Christian and Wolf, Verena and Langhorst, Nico and Seegers, Florian}}, booktitle = {{Proceedings of the 15th International Conference on Design Science Research in Information Systems and Technology}}, title = {{{Designing Digital Community Service Platforms for Crowd-Based Services in Urban Areas}}}, year = {{2020}}, } @inproceedings{16946, author = {{Wolf, Verena}}, booktitle = {{Proceedings of the 28th European Conference on Information Systems}}, location = {{Marrakech, Morroco}}, title = {{{Understanding Smart Service Systems Transformation – A Socio-Technical Perspective}}}, year = {{2020}}, } @inproceedings{16947, author = {{Weinzierl, Sven and Wolf, Verena and Pauli, Tobias and Beverungen, Daniel and Matzner, Martin}}, booktitle = {{Proceedings of the 28th European Conference on Information Systems}}, location = {{Marrakech, Morroco}}, title = {{{Detecting Workarounds in Business Processes — A Deep Learning Method for Analyzing Event Logs}}}, year = {{2020}}, } @article{17156, author = {{Beverungen, Daniel and Buijs, Joos C. A. M. and Becker, Jörg and Di Ciccio, Claudio and van der Aalst, Wil M. P. and Bartelheimer, Christian and vom Brocke, Jan and Comuzzi, Marco and Kraume, Karsten and Leopold, Henrik and Matzner, Martin and Mendling, Jan and Ogonek, Nadine and Post, Till and Resinas, Manuel and Revoredo, Kate and del-Río-Ortega, Adela and La Rosa, Marcello and Santoro, Flávia Maria and Solti, Andreas and Song, Minseok and Stein, Armin and Stierle, Matthias and Wolf, Verena}}, issn = {{2363-7005}}, journal = {{Business & Information Systems Engineering}}, title = {{{Seven Paradoxes of Business Process Management in a Hyper-Connected World}}}, doi = {{10.1007/s12599-020-00646-z}}, year = {{2020}}, } @inproceedings{15499, author = {{Wolf, Verena and Lüttenberg, Hedda}}, booktitle = {{Proceedings of the 15th International Conference on Wirtschaftsinformatik}}, title = {{{Capabilities for Ambidextrous Innovation of Digital Service}}}, year = {{2020}}, } @inproceedings{15501, author = {{Wolf, Verena and Franke, Alena and Bartelheimer, Christian and Beverungen, Daniel}}, booktitle = {{Proceedings of the 15th International Conference on Wirtschaftsinformatik}}, title = {{{Establishing Smart Service Systems is a Challenge: A Case Study on Pitfalls and Implications}}}, year = {{2020}}, } @inproceedings{16300, author = {{Wolf, Verena and Bartelheimer, Christian}}, booktitle = {{16th International Research Conference in Service Management}}, location = {{ La Londe les Maures}}, title = {{{Transformation of Actors’ Roles in Service Systems: A Multi-Level Analysis }}}, year = {{2020}}, } @inproceedings{4517, author = {{Wolf, Verena and Bartelheimer, Christian and Beverungen, Daniel}}, booktitle = {{Proceedings of the 52nd Hawaii International Conference on System Sciences (HICSS-52)}}, location = {{Maui, Hawaii}}, title = {{{Digitalization of Work Systems—An Organizational Routines’ Perspective}}}, year = {{2019}}, } @inproceedings{9676, abstract = {{Employees’ acceptance and resistance of new technology and social structure are frequently examined in Information Systems research. Resistance is expressed in various forms, including a lack of cooperation, workarounds, and physical sabotage. Workarounds, in particular, have a dual nature and can refer to both, undesirable behavior that contradicts organizational struc-ture and to desired organizational innovation. While antecedents and different forms of worka-rounds have been explored, literature has remained silent on how and why workarounds of an individual employee can affect activities performed by other employees and thereby, change work routines on an organizational level. Since employees’ day-to-day performances constitute the ostensive patterns of a routine, we argue that workarounds will not only impact performanc-es of adjacent routines, but also transform the organization as a social structure. With a prelim-inary set of qualitative data from 24 interviews, we used a multiple case study design to concep-tualize six patterns that illustrate how and why workarounds can spread through an organiza-tion. The patterns are systematized by a framework that considers three types of collaboration and two types of handoffs across routines. This first evidence points at the nature of complex desired and undesired consequences that can emerge through workarounds performed in an organization.}}, author = {{Wolf, Verena and Beverungen, Daniel}}, booktitle = {{Proceedings of the 27th European Conference on Information Systems (ECIS)}}, keywords = {{Resistance, Workaround, Organizational Routines, Structuration Theory}}, location = {{Stockholm-Uppsala, Sweden}}, title = {{{Conceptualizing the Impact of Workarounds – An Organizational Routines’ Perspective}}}, year = {{2019}}, } @inproceedings{9708, abstract = {{Increased interconnectedness of multiple actors and digital resources in service eco-systems offer new opportunities for service innovation. In digitally transforming eco-systems, organizations need to explore and exploit innovation simultaneously, which is defined as ambidexterity. However, research on ambidextrous service innovation is scarce. We provide a systematic literature review based on the concepts of ambidexterity, offering two contributions. First, research strands are disconnected, emphasizing either exploration or exploitation of service innovation, despite an organizations’ need to accelerate innovation cycles of exploring and exploiting services. Second, a new framework for ambidextrous service innovation is provided, inspired by the dynamism and generative mechanisms of the ontologically related concept of organizational routines. The framework adopts the perspective of a mutually constitutive relationship between exploring new and exploiting current resources, activities, and knowledge. The findings remedy the scattered literature through a coherent perspective on service innovation that responds to organizations’ needs and guides future research.}}, author = {{Wolf, Verena}}, booktitle = {{Proceedings of the 14th International Conference on Wirtschaftsinformatik}}, keywords = {{Exploration, Exploitation, Service Innovation, Organizational Routines, Ambidexterity}}, location = {{Siegen, Germany}}, title = {{{Ambidexterity in Service Innovation Research: A Systematic Literature Review}}}, year = {{2019}}, } @inbook{13178, author = {{Beverungen, Daniel and Bartelheimer, Christian and Wolf, Verena}}, booktitle = {{Digitale Dienstleistungsinnovationen – Smart Services agil und kundenorientiert entwickeln}}, isbn = {{978-3-662-59516-9}}, publisher = {{SpringerVieweg}}, title = {{{Smart Service Systems als Handlungsfeld einer konvergierenden Dienstleistungsforschung}}}, year = {{2019}}, } @techreport{13181, author = {{Post, Till and Heuermann, Aaron and Wiesner, Stefan and Olschewski, Detlef and Maaß, Wolfgang and Klatt, Rüdiger and Jussen, Philipp and Ragab, Sherif and Senderek, Roman and Höckmayr, Benedikt and Schulz, Thomas and Meyer, Kyrill and Heinen, Ewald and Hocken, Christian and Fischer, Simon and Lattemann, Christoph and Redlich, Beke and Schlimm, Katrin and Ziegler, Christoph and Rechtien, Christopher and Schröder, Markus and Kube, Bernhard and Pöppelbuß, Jens and Wiesche, Manuel and Semmann, Martin and Bartelheimer, Christian and Beverungen, Daniel and Lüttenberg, Hedda and Wolf, Verena and Bongers, Franziska and Winkler, Corinna and Schumann, Jan Hendrik and Li, Mahei and Brinker, Jonas and Hagen, Simon and Kammler, Friedemann and Strina, Giuseppe and Ernst, Philipp and Falkus, Michael}}, title = {{{DIN SPEC 33453:2019-09, Entwicklung digitaler Dienstleistungssysteme}}}, doi = {{10.31030/3085072}}, year = {{2019}}, } @article{4516, author = {{Beverungen, Daniel and Lüttenberg, Hedda and Wolf, Verena}}, issn = {{2363-7005}}, journal = {{Business & Information Systems Engineering}}, number = {{5}}, pages = {{377--391}}, publisher = {{Springer Nature America, Inc}}, title = {{{Recombinant Service Systems Engineering}}}, doi = {{10.1007/s12599-018-0526-4}}, volume = {{60}}, year = {{2018}}, } @inbook{4519, author = {{Lüttenberg, Hedda and Wolf, Verena and Beverungen, Daniel}}, booktitle = {{Service Engineering}}, isbn = {{9783658209049}}, pages = {{31--49}}, publisher = {{Springer Fachmedien Wiesbaden}}, title = {{{Service (Systems) Engineering für die Produktion}}}, doi = {{10.1007/978-3-658-20905-6_3}}, year = {{2018}}, } @misc{9687, author = {{Beverungen, Daniel and Wolf, Verena and Bartelheimer, Christian}}, booktitle = {{Service Business Development. spot.on marketing - Der Newsletter für Marketing und Business Development}}, title = {{{Dienstleistungssysteme erfolgreich digital transformieren}}}, year = {{2018}}, } @inproceedings{9709, author = {{Gernreich, Chris and Wolf, Verena and Bartelheimer, Christian and Prinz, Christopher}}, booktitle = {{Proceedings of the 39th International Conference on Information Systems}}, location = {{San Francisco, USA}}, title = {{{The Impact of Process Automation on Manufacturers’ Long-Term Knowledge}}}, year = {{2018}}, } @inbook{5073, author = {{Beverungen, Daniel and Wolf, Verena and Bartelheimer, Christian}}, booktitle = {{Service Business Development}}, isbn = {{9783658224233}}, pages = {{395--422}}, publisher = {{Springer Fachmedien Wiesbaden}}, title = {{{Digitale Transformation von Dienstleistungssystemen}}}, doi = {{10.1007/978-3-658-22424-0_17}}, year = {{2018}}, } @inproceedings{2860, abstract = {{Although many methods have been proposed for engineering services and customer solutions, most of these approaches give little consideration to recombinant service innovation. In an age of smart products and smart data, we can, however, expect that many of future service innovations need to be based on adding, transferring, dissociating, and associating existing value propositions. The purpose of this paper is to outline what properties constitute recombinant service innovation and to identify if current service engineering approaches fulfill these properties. Based on a conceptual in-depth analysis of 24 service engineering methods, we identify that most methods focus on designing value propositions instead of service systems, view service independent of physical goods, are linear or iterative, and incompletely address the mechanisms of recombinant innovation. We discuss how these deficiencies can be remedied and propose a first conceptual model of a revised se rvice system engineering approach.}}, author = {{Beverungen, Daniel and Lüttenberg, Hedda and Wolf, Verena}}, booktitle = {{Proceedings der 13. Internationalen Tagung Wirtschaftsinformatik (WI 2017)}}, editor = {{Leimeister, Jan Marco and Brenner, Walter}}, keywords = {{Service engineering, recombinant innovation, (product - )service system, literature analysis, new service development}}, location = {{St. Gallen, Switzerland}}, pages = {{136--150}}, title = {{{Recombinant Service System Engineering}}}, year = {{2017}}, }