Purpose

Digital service innovation (DSI) is a type of technological innovation that is recognized in practice in the innovation structure of companies. Given the breadth of digital technologies that enable digital services and the variety of these services, analysis is needed to discern the nature of these services, as well as the process that culminates in co-innovation. The literature on DSI is fragmented and spread across multiple research areas. This fragmentation impedes conceptualization of the elements that constitute DSI. This paper describes the nature of DSI through the process and elements of initiation, adoption and routinization of DSI in the context of digital service platforms (DSPs).

Design/methodology/approach

This paper presents a single exploratory case study of a provider of a leading digital solution in customer relations. The data analysis is based on abductive reasoning.

Findings

The paper conceptualizes the nature of DSI and describes the process and elements of DSI (phases, actors, functions and interactions). It contributes to building a common language for DSI research in service management. The analysis shows that DSI in DSPs is synonymous with co-innovation. This paper offers insight into how co-innovation occurs, using hybrid agile methodologies with the coordination of multiple actors and multilateral interactions.

Originality/value

The originality and value of the study reside in its conceptualization and analysis of what is meant by DSI. The components of the service and the technological requirements for not only provision but also ideation and development appear to be inseparable. The study unveils the mechanisms that turn a digital service solution into a co-innovative proposal. This knowledge can facilitate scalability in digital services.

中文翻译：

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描述数字服务创新的特征：数字服务平台背景下的阶段、参与者、功能和交互

目的

数字服务创新（DSI）是企业创新结构中在实践中得到认可的一种技术创新。鉴于支持数字服务的数字技术的广度以及这些服务的多样性，需要进行分析来辨别这些服务的性质以及最终实现共同创新的过程。有关 DSI 的文献分散且分布在多个研究领域。这种碎片化阻碍了对构成 DSI 的元素的概念化。本文通过数字服务平台 (DSP) 背景下 DSI 的启动、采用和例行化的过程和要素来描述 DSI 的本质。

设计/方法论/途径

本文介绍了一家领先的客户关系数字解决方案提供商的单个探索性案例研究。数据分析基于溯因推理。

发现

本文概念化了 DSI 的本质，并描述了 DSI 的流程和要素（阶段、参与者、功能和交互）。它有助于为 DSI 在服务管理方面的研究建立一种通用语言。分析表明，DSP 中的 DSI 与共同创新同义。本文深入探讨了如何使用混合敏捷方法并协调多个参与者和多边互动来实现共同创新。

原创性/价值

本研究的原创性和价值在于其对 DSI 含义的概念化和分析。服务的组成部分和技术要求不仅是提供的，而且是构思和开发的，似乎是密不可分的。该研究揭示了将数字服务解决方案转变为共同创新提案的机制。这些知识可以促进数字服务的可扩展性。