---
_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: <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.'
  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} }'
  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.'
  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.'
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: '64863'
abstract:
- lang: eng
  text: 'Traditional dyadic customer-provider interactions are being shifted to polyadic
    interactions involving diverse participants in digital service ecosystems. Especially,
    artificial intelligence (AI) is increasingly integrated into these ecosystems,
    so that they comprise non-human participants (e.g., AI-based chatbots)—fundamentally
    altering the nature of value (co-)creation. While existing literature examines
    human-to-human interactions, knowledge of service interactions between human actors
    and AI-based systems is still underexplored. To address this research gap, we
    develop a taxonomy, comprising six iterations, that explores the peculiarities
    of AI as either a resource or a (non-human) agent in digital service ecosystems.
    We evaluate our taxonomy using a multiple case study and derive the four archetypes
    of AI in digital service ecosystems: (1) discriminative experience enhancer, (2)
    protective ecosystem orchestrator, (3) ecosystem innovation companion, and (4)
    personalized service composer. Our results extend the knowledge on service science
    by showing how AI-based systems—discriminative or generative, and focusing on
    the interaction in the ecosystem or the individual service encounter—assume the
    role of resources and non-human agents. Researchers and practitioners can utilize
    our results to augment their ecosystems with AI.</jats:p>'
article_number: '22'
author:
- first_name: Philipp
  full_name: Hansmeier, Philipp
  id: '55603'
  last_name: Hansmeier
- first_name: Jannika Marie
  full_name: Schäfer, Jannika Marie
  id: '74374'
  last_name: Schäfer
- first_name: Philipp
  full_name: zur Heiden, Philipp
  id: '64394'
  last_name: zur Heiden
citation:
  ama: Hansmeier P, Schäfer JM, zur Heiden P. Artificial intelligence in digital service
    ecosystems—Towards a taxonomy and archetypes. <i>Electronic Markets</i>. 2026;36(1).
    doi:<a href="https://doi.org/10.1007/s12525-026-00879-y">10.1007/s12525-026-00879-y</a>
  apa: Hansmeier, P., Schäfer, J. M., &#38; zur Heiden, P. (2026). Artificial intelligence
    in digital service ecosystems—Towards a taxonomy and archetypes. <i>Electronic
    Markets</i>, <i>36</i>(1), Article 22. <a href="https://doi.org/10.1007/s12525-026-00879-y">https://doi.org/10.1007/s12525-026-00879-y</a>
  bibtex: '@article{Hansmeier_Schäfer_zur Heiden_2026, title={Artificial intelligence
    in digital service ecosystems—Towards a taxonomy and archetypes}, volume={36},
    DOI={<a href="https://doi.org/10.1007/s12525-026-00879-y">10.1007/s12525-026-00879-y</a>},
    number={122}, journal={Electronic Markets}, publisher={Springer Science and Business
    Media LLC}, author={Hansmeier, Philipp and Schäfer, Jannika Marie and zur Heiden,
    Philipp}, year={2026} }'
  chicago: Hansmeier, Philipp, Jannika Marie Schäfer, and Philipp zur Heiden. “Artificial
    Intelligence in Digital Service Ecosystems—Towards a Taxonomy and Archetypes.”
    <i>Electronic Markets</i> 36, no. 1 (2026). <a href="https://doi.org/10.1007/s12525-026-00879-y">https://doi.org/10.1007/s12525-026-00879-y</a>.
  ieee: 'P. Hansmeier, J. M. Schäfer, and P. zur Heiden, “Artificial intelligence
    in digital service ecosystems—Towards a taxonomy and archetypes,” <i>Electronic
    Markets</i>, vol. 36, no. 1, Art. no. 22, 2026, doi: <a href="https://doi.org/10.1007/s12525-026-00879-y">10.1007/s12525-026-00879-y</a>.'
  mla: Hansmeier, Philipp, et al. “Artificial Intelligence in Digital Service Ecosystems—Towards
    a Taxonomy and Archetypes.” <i>Electronic Markets</i>, vol. 36, no. 1, 22, Springer
    Science and Business Media LLC, 2026, doi:<a href="https://doi.org/10.1007/s12525-026-00879-y">10.1007/s12525-026-00879-y</a>.
  short: P. Hansmeier, J.M. Schäfer, P. zur Heiden, Electronic Markets 36 (2026).
date_created: 2026-03-07T12:45:48Z
date_updated: 2026-03-28T12:53:22Z
doi: 10.1007/s12525-026-00879-y
intvolume: '        36'
issue: '1'
language:
- iso: eng
main_file_link:
- url: https://link.springer.com/article/10.1007/s12525-026-00879-y
publication: Electronic Markets
publication_identifier:
  issn:
  - 1019-6781
  - 1422-8890
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: Artificial intelligence in digital service ecosystems—Towards a taxonomy and
  archetypes
type: journal_article
user_id: '55603'
volume: 36
year: '2026'
...
---
_id: '61309'
abstract:
- lang: eng
  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."
author:
- first_name: Jannika Marie
  full_name: Schäfer, Jannika Marie
  id: '74374'
  last_name: Schäfer
- first_name: Jonas
  full_name: Liebschner, Jonas
  last_name: Liebschner
- first_name: Polina
  full_name: Rajko, Polina
  last_name: Rajko
- first_name: Henrik
  full_name: Cohnen, Henrik
  last_name: Cohnen
- first_name: Nina
  full_name: Lugmair, Nina
  last_name: Lugmair
- first_name: Daniel
  full_name: Heinz, Daniel
  last_name: Heinz
citation:
  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.'
  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.'
  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} }'
  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.'
  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.'
  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.'
conference:
  end_date: 17.09.2025
  location: Münster, Germany
  name: 20th International Conference on Wirtschaftsinformatik (WI 2025)
  start_date: 14.09.2025
date_created: 2025-09-16T13:44:53Z
date_updated: 2025-09-16T13:46:05Z
department:
- _id: '195'
jel:
- M15
keyword:
- service innovation
- ecosystem
- innovation hubs
- SMEs
- public sector
language:
- iso: eng
place: Münster, Germany
project:
- _id: '1250'
  name: 'SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften
    mit Unternehmen'
publication: Proceedings of the 20th International Conference on Wirtschaftsinformatik
  (WI 2025)
publication_status: published
publisher: Association for Information Systems (AIS)
status: public
title: 'Designing Digital Service Innovation Hubs: An Ecosystem Perspective on the
  Challenges and Requirements of SMEs and the Public Sector'
type: conference
user_id: '74374'
year: '2025'
...
---
_id: '60126'
author:
- first_name: Philipp
  full_name: Hansmeier, Philipp
  id: '55603'
  last_name: Hansmeier
- first_name: Jannika Marie
  full_name: Schäfer, Jannika Marie
  id: '74374'
  last_name: Schäfer
citation:
  ama: 'Hansmeier P, Schäfer JM. ARTIFICIAL INTELLIGENCE IN DIGITAL SERVICE ECOSYSTEMS
    – A TAXONOMY APPROACH. In: <i>Thirty-Third European Conference on Information
    Systems</i>. ; 2025.'
  apa: Hansmeier, P., &#38; Schäfer, J. M. (2025). ARTIFICIAL INTELLIGENCE IN DIGITAL
    SERVICE ECOSYSTEMS – A TAXONOMY APPROACH. <i>Thirty-Third European Conference
    on Information Systems</i>. Thirty-Third European Conference on Information Systems,
    Amman.
  bibtex: '@inproceedings{Hansmeier_Schäfer_2025, title={ARTIFICIAL INTELLIGENCE IN
    DIGITAL SERVICE ECOSYSTEMS – A TAXONOMY APPROACH}, booktitle={Thirty-Third European
    Conference on Information Systems}, author={Hansmeier, Philipp and Schäfer, Jannika
    Marie}, year={2025} }'
  chicago: Hansmeier, Philipp, and Jannika Marie Schäfer. “ARTIFICIAL INTELLIGENCE
    IN DIGITAL SERVICE ECOSYSTEMS – A TAXONOMY APPROACH.” In <i>Thirty-Third European
    Conference on Information Systems</i>, 2025.
  ieee: P. Hansmeier and J. M. Schäfer, “ARTIFICIAL INTELLIGENCE IN DIGITAL SERVICE
    ECOSYSTEMS – A TAXONOMY APPROACH,” presented at the Thirty-Third European Conference
    on Information Systems, Amman, 2025.
  mla: Hansmeier, Philipp, and Jannika Marie Schäfer. “ARTIFICIAL INTELLIGENCE IN
    DIGITAL SERVICE ECOSYSTEMS – A TAXONOMY APPROACH.” <i>Thirty-Third European Conference
    on Information Systems</i>, 2025.
  short: 'P. Hansmeier, J.M. Schäfer, in: Thirty-Third European Conference on Information
    Systems, 2025.'
conference:
  location: Amman
  name: Thirty-Third European Conference on Information Systems
date_created: 2025-06-04T07:57:34Z
date_updated: 2025-12-04T12:06:44Z
jel:
- L86
language:
- iso: eng
publication: Thirty-Third European Conference on Information Systems
quality_controlled: '1'
related_material:
  link:
  - relation: confirmation
    url: https://aisel.aisnet.org/ecis2025/intelserv/intelserv/2/
status: public
title: ARTIFICIAL INTELLIGENCE IN DIGITAL SERVICE ECOSYSTEMS – A TAXONOMY APPROACH
type: conference
user_id: '55603'
year: '2025'
...
---
_id: '54916'
abstract:
- lang: eng
  text: Reputation systems for companies to rate each other's performance are largely
    unexplored in research and hardly available in practice. However, these systems
    are relevant for prospective buyers to find a trustworthy seller. This observation
    applies especially to short-lived business relationships where fulfilling the
    performance promise is subject to a high degree of uncertainty. This paper explores
    the value of a reputation system for a business-to-business (B2B) context and
    focuses on three novel solutions for designing reputation systems. These solutions
    include selling ratings, conducting ratings as payments, and employing a counter-rating
    mechanism. We interview buyers to fathom the added value of these solutions in
    different contexts. Our findings suggest that such a system is useful for companies
    acting in less transparent markets and also helps when companies already have
    a good market overview. Depending on the market conditions and business context,
    the perceived value of the proposed system varies.
author:
- first_name: Simon
  full_name: Hemmrich, Simon
  id: '83557'
  last_name: Hemmrich
- 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: Daniel
  full_name: Beverungen, Daniel
  id: '59677'
  last_name: Beverungen
citation:
  ama: 'Hemmrich S, Schäfer JM, Hansmeier P, Beverungen D. The Value of Reputation
    Systems in Business Contexts–A Qualitative Study Taking the View of Buyers. In:
    <i>Proceedings of the 57th Hawaii International Conference on System Sciences</i>.
    ; 2024.'
  apa: Hemmrich, S., Schäfer, J. M., Hansmeier, P., &#38; Beverungen, D. (2024). The
    Value of Reputation Systems in Business Contexts–A Qualitative Study Taking the
    View of Buyers. <i>Proceedings of the 57th Hawaii International Conference on
    System Sciences</i>. Hawaii International Conference on System Sciences 2024,
    Honolulu.
  bibtex: '@inproceedings{Hemmrich_Schäfer_Hansmeier_Beverungen_2024, title={The Value
    of Reputation Systems in Business Contexts–A Qualitative Study Taking the View
    of Buyers}, booktitle={Proceedings of the 57th Hawaii International Conference
    on System Sciences}, author={Hemmrich, Simon and Schäfer, Jannika Marie and Hansmeier,
    Philipp and Beverungen, Daniel}, year={2024} }'
  chicago: Hemmrich, Simon, Jannika Marie Schäfer, Philipp Hansmeier, and Daniel Beverungen.
    “The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking
    the View of Buyers.” In <i>Proceedings of the 57th Hawaii International Conference
    on System Sciences</i>, 2024.
  ieee: S. Hemmrich, J. M. Schäfer, P. Hansmeier, and D. Beverungen, “The Value of
    Reputation Systems in Business Contexts–A Qualitative Study Taking the View of
    Buyers,” presented at the Hawaii International Conference on System Sciences 2024,
    Honolulu, 2024.
  mla: Hemmrich, Simon, et al. “The Value of Reputation Systems in Business Contexts–A
    Qualitative Study Taking the View of Buyers.” <i>Proceedings of the 57th Hawaii
    International Conference on System Sciences</i>, 2024.
  short: 'S. Hemmrich, J.M. Schäfer, P. Hansmeier, D. Beverungen, in: Proceedings
    of the 57th Hawaii International Conference on System Sciences, 2024.'
conference:
  end_date: 2024-01-06
  location: Honolulu
  name: Hawaii International Conference on System Sciences 2024
  start_date: 2024-01-03
date_created: 2024-06-27T09:52:26Z
date_updated: 2024-06-27T10:01:29Z
department:
- _id: '195'
keyword:
- Electronic Marketing
- business-to-business
- new design approach
- reputation systems
- value for buyers.
language:
- iso: eng
main_file_link:
- url: https://www.researchgate.net/profile/Simon-Hemmrich-3/publication/374550987_The_Value_of_Reputation_Systems_in_Business_Contexts_-A_Qualitative_Study_Taking_the_View_of_Buyers/links/652406723ab6cb4ec6d01951/The-Value-of-Reputation-Systems-in-Business-Contexts-A-Qualitative-Study-Taking-the-View-of-Buyers.pdf
publication: Proceedings of the 57th Hawaii International Conference on System Sciences
publication_status: published
status: public
title: The Value of Reputation Systems in Business Contexts–A Qualitative Study Taking
  the View of Buyers
type: conference
user_id: '74374'
year: '2024'
...