JITTA Editor Tuure Tuunanen: Digital Innovation and Challenges for Service Research
Tuesday, December 18, 2012
In the latest issue of JITTA, two articles were published that address
contemporary issues in digital innovation and service research. Hylving,
Henfridsson, and Selander (2012) study the role of the dominant design in
digital innovation. According to the authors, digital technology offers
new options for product-developing firms, but also challenges in
understanding how the firms need to handle the tensions between these options
and the institutionalized practices established over long periods of
incremental innovation. The paper reports on an intensive case study of a
global automaker’s efforts to innovate instrument clusters and explore the
influencing role of established innovation practices. The paper contributes to
the literature by developing a conceptual model for understanding how digital
technology shapes, and is conditioned by, the dominant design of a product
class. Furthermore, the paper extends our understanding of how firms are dealing
with the contradictory logic of digitized products.
The second article discusses the state of service science
and the challenges the emerging discipline is currently facing. Alter (2012)
argues that there are eight specific problematic areas within service science. The
paper uses five medical services to question the current definitions of service
and service system. The paper argues that service science should not privilege
servitizing over productizing. Alter proposes a series of design dimensions
whose endpoints are often associated with products or with services.
Furthermore, the paper argues that the concept of the customer should be replaced with clearer identification of
different groups and types of customers. Alter also points out that we should
further specify how co-production and co-creation of value should be considered,
as well as who the actual participants or stakeholders in a service system are.
Finally, the paper identifies premises underlying an integrated view of service
marketing, service operations, and service computing.
Hylving, L., O. Henfridsson,
and L. Selander, "The role of dominant design in a product developing firm´s digital
innovation,” Journal of Information
Technology Theory and Application (JITTA), 2012, 13:2, Article 2, pp. 5–21.
S., "Challenges for service science,” Journal
of Information Technology Theory and Application (JITTA), 2012, 13:2, Article
3, pp. 22–37.