Information Systems Research
Communications of the ACM - Services science
The Work System Method: Connecting People, Processes, and IT for Business Results
The Work System Method: Connecting People, Processes, and IT for Business Results
Information Systems Research
Service system fundamentals: work system, value chain, and life cycle
IBM Systems Journal
Design science in information systems research
MIS Quarterly
The nature of theory in information systems
MIS Quarterly
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
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The purpose of this study is to analyze the nature of IT artifacts that have been proposed in the emerging discipline of Service Science, Management and Engineering (SSME) as well as to provide further directions for design research in the service discipline. We review a sample of 123 service-related IT artifacts - that we identified on a German online research portal - by coding them with a framework for design research in the service science discipline. The key insights derived from the analysis are: (1) methods dominate other artifact types; (2) instantiations are almost exclusively developed for supporting the potential dimension of services; (3) research on customer solutions focuses on an inside-out perspective; (4) new constructs are predominantly developed for modeling the outcome dimension of services; (5) artifacts often possess a narrow scope; and (6) artifacts are seldom instantiated into software tools. These novel insights are expected to guide future design research in the service discipline by identifying areas which have only been sparsely addressed by design research or are yet to evolve to a sufficient state of maturity. Our approach is original as it features an early and innovative endeavor for identifying the nature of IT artifacts in SSME.