Track Chairs

Daniel Beverungen, Professor, Paderborn University, Germany. Email:

Christoph Breidbach, Lecturer, University of Melbourne, Australia. Email:

Lysanne Lessard, Assistant Professor, University of Ottawa, Canada. Email:


Track Description

Service Innovation, Engineering, and Management

The rise of digital technologies is a strong driver for engineering and managing innovative value propositions. Public and private organizations increasingly apply their resources and activities to offer service to their clients, often contributing innovations for economic growth and social welfare. Likewise, rooted in the service paradigm, the Sharing Society enables service-for-service exchange and resource integration through shared access to physical goods in Peer-to-Peer (P2P) Sharing Networks.

The trend for servitization is also mirrored in the domain of information systems, which becomes evident in the use of service as the organizing logic for managing information systems (IS), in the use of IT services as an architectural paradigm (service-oriented-architecture, SOA), and in the development of Cloud/Internet-based services for managing data, information, processes, applications, and digital infrastructures. The increasing amalgamation of digital service offers substantial opportunities that enable organizational innovation and societal transformation.

Service systems are socio-technical systems focused on value co-creation. As service systems become increasingly digital, the IS discipline is in a strong position to contribute new insights to service research. Since the inception of transdisciplinary service science about 15 years ago, the IS community has provided new theory for engineering and managing service as well as IT artifacts that leverage IS for service innovation. At the same time, the advent and success of the service paradigm keep challenging concepts and theory established in the IS discipline, such as the separation of B2B and B2C relationships, corporate IS and consumer IS, or internal and external service provision.

The proliferation of our Service Society is a global phenomenon and marketplace that calls for relevant and rigorous research that reaches beyond traditional geographical and disciplinary boundaries. Service research in IS thus needs to theorize and design concepts, models, methods, and information systems to reflect these developments.

Based on a successful tradition of Service Tracks at ECIS and ICIS, this track seeks to attract research from a diversity of research paradigms.


Potential topics include, but are not limited to, the following:

  • Peer-to-peer service, networks and platforms for the Sharing Society

  • Service science and service systems theories

  • IS and value co-creation/resource integration theories, models, and methods

  • Service business model innovation and transformation

  • Service platforms, markets, networks, and ecosystems

  • IT service management and service-oriented application management

  • Service(-oriented) architecture, infrastructure, and modularization

  • Methods and tools for service systems engineering and service design

  • IT artifacts for innovative value co-creation in organizations and the society

  • Novel technology-enabled service, e.g., blockchain-based service, service interaction based on augmented/virtual reality and voice interfaces/assistants

  • Self-service technologies, online service delivery, and digital service experience

  • Smart service, cyber-physical systems, and IS-enabled product-service systems

  • Service analytics, measurement, and success

  • Human and ethical issues, privacy and security of digital service


Publishing Opportunities in Leading Journals

The track is submitted by representatives of the AIS Special Interest Group on Services (SIGSVC), which has been recognized as an Outstanding SIG by the AIS in three consecutive years. SIGSVC will encourage successful authors to submit an extended version of their papers to a special issue on “Service Science” to be published in 2020 in a reputed peer-reviewed journal (e.g., from the Journal of Business Research, published by Elsevier, Impact Factor 3.354). The Special Issue will bridge boundaries between different disciplines associated with Service Science, including IS, Service Marketing & Management, Computer Science, and the Engineering Sciences. Papers selected for this issue will be subjected to another round of reviews before they can be published in the journal.


Track Associate Editors

1. Rainer Alt, Professor, University of Leipzig, Germany

2. Sebastian Braeuer, Postdoctoral Researcher, University of Hildesheim, Germany

3. Tilo Böhmann, Professor, Universität Hamburg, Germany

4. Jonas Holmqvist, Associate Professor, Kedge Business School, Bordeaux, France

5. Axel Korthaus, Associate Professor, Swinburne University of Technology, Australia

6. Christine Legner, Professor, University of Lausanne, Switzerland

7. Chiehyeon Kim, Assistant Professor, Ulsan National Institute of Science and Technology (UNIST), Ulsan, Korea

8. Paul Maglio, Professor, University of California at Merced, USA

9. Martin Matzner, Professor, University of Erlangen-Nürnberg, Germany

10. Christoph Peters, PhD, University of St. Gallen, Switzerland

11. Jens Poeppelbuss, Professor, Ruhr-University Bochum, Germany

12. Gerhard Satzger, Professor, IBM/Karlsruhe Institute of Technology, Germany

13. Tuure Tuunanen, Professor, University of Jyväskylä, Finland

14. Lauri Wessel, Assistant Professor, Freie Universität Berlin, Germany

15. Fons Wijnhoven, Professor, University of Twente, Netherlands

16. Nancy V. Wünderlich, Professor, University of Paderborn, Germany

17. Ronny Schüritz, PhD, Karlsruhe Institute of Technology, KIT, Germany