Using design science research to develop a modeling technique for service design

Authors:
Lysanne Lessard;Eric Yu
Affiliations:
Faculty of Information, University of Toronto, Toronto, ON, Canada;Faculty of Information, University of Toronto, Toronto, ON, Canada
Venue:
DESRIST'12 Proceedings of the 7th international conference on Design Science Research in Information Systems: advances in theory and practice
Year:
2012

Citing 8
Cited 0

The Philosophy of Critical Realism—An Opportunity for Information Systems Research

Information Systems Frontiers
Agent-Oriented Modelling: Software versus the World

AOSE '01 Revised Papers and Invited Contributions from the Second International Workshop on Agent-Oriented Software Engineering II
Steps Toward a Science of Service Systems

Computer
Toward a conceptual foundation for service science: contributions from service-dominant logic

IBM Systems Journal
Design science as nested problem solving

Proceedings of the 4th International Conference on Design Science Research in Information Systems and Technology
Social Modeling and i*

Conceptual Modeling: Foundations and Applications
Design and natural science research on information technology

Decision Support Systems
Design science in information systems research

MIS Quarterly

Quantified Score

Hi-index	0.00

Visualization

Abstract

Knowledge-intensive business services (KIBS) such as consulting and research and development services are important factors of performance and innovation in industrialized economies. However, current modeling techniques aimed at supporting service design do not account for their core characteristics such as the relational nature of exchanges among providers, clients, and other actors. Using data from a case of academic research and development service as a type of KIBS, we present a modeling technique that can support the design of successful service engagements in this domain. This work is guided by the understanding of service as a process of collaborative value creation, or value cocreation. Beyond the contribution of the modeling technique to KIBS design, our work shows the strength of using a Design Science Research methodology in creating design artifacts that are strongly aligned with the problem domain for which they are developed.