Abstract
Value is generated through the whole service innovation process in a complex collaborative networked ecosystem. This study aims to enhance understanding of value generation in digital service innovation process with an emphasis on information technology by developing an extended value generation process framework and evaluating on how it is applicable in a real-life networked retail service innovation context. The findings of the study suggest that multiple information technology (IT), process and business related factors affect value creation during the digital service innovation process. The role of information technology is multifaceted, providing both new opportunities and challenges in the service innovation context. The extended framework for exploring the service innovation process provides a more structured way to examine the complex, networked, service innovation ecosystems.
Highlights
The rapid development of information and communication technologies has introduced a whole new array of possibilities for creating novel digitally enabled services that enhance peoples' daily lives and create new business opportunities for companies
Examination of the pilot case through the extended value generation process framework elicited a wide range of factors that were different from each other in terms of their nature
The findings revealed that the three layers identified in this study, together with the extended value generation process framework, could provide a good reference point for examining resource integrations and value creation/co-creation in digitally enabled service innovation processes in the future
Summary
The rapid development of information and communication technologies has introduced a whole new array of possibilities for creating novel digitally enabled services that enhance peoples' daily lives and create new business opportunities for companies. The importance of information technology as an enabler and a driver of ecosystem based service innovation have received notable attention in the research community. Lusch and Nambisan (2015) develop a service dominant (S-D) logic based framework which emphasizes an ecosystem centric view of value co-creation and the role of information technology in the service innovation process. According to Lusch and Nambisan (2015), behind the design and development of new digitally enabled service innovations, there is a network of actors with a wide range of ISSN 2183-0606 http://creativecommons.org/licenses/by/3.0
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