A design theory and modeling technique for the design of knowledge-intensive business services

Authors:
Lysanne Lessard;Eric Yu
Affiliations:
University of Toronto;University of Toronto
Venue:
Proceedings of the 2012 iConference
Year:
2012

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Abstract

Knowledge-intensive business services (KIBS) play an important role in industrialized economies, yet little research has focused on how best to support their design. The emerging understanding of service as a process of value cocreation could provide a relevant framework for KIBS design. However, we first need to better understand how value is actually cocreated in KIBS; this understanding then needs to be made operational in design tools that can help create successful outcomes for all parties engaged in a service relationship. Our work aims to identify key mechanisms of value cocreation in KIBS, and adapt existing modeling techniques so as to support KIBS design. While preliminary, our results show that Agent-Oriented modeling, in particular i*, is able to express key mechanisms of value cocreation and account for its intentional dimension. This research yields theoretical insights for a KIBS-specific theory of value cocreation and practical support for the design of KIBS.