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  • 1.
    Alm, Håkan
    et al.
    University of Borås, School of Business and IT.
    Forsgren, Olov
    University of Borås, School of Business and IT.
    Johansson, Torbjörn
    Göbel, Hannes
    University of Borås, School of Business and IT.
    X-services: eXtended avatar-services with integrated human – driven knowledge management – a new service galaxy2011Conference paper (Refereed)
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    FULLTEXT01
  • 2.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Action Design Research – Models for Researcher-Practitioner Collaboration2022In: The Transdisciplinary Reach of Design Science Research: 17th International Conference on Design Science Research in Information Systems and Technology, Proceedings, Springer, 2022, p. 393-404Conference paper (Refereed)
    Abstract [en]

    One essential characteristic of the Action Design Research (ADR) method is researcher-practitioner collaboration (RPC). The purpose of this paper is to present theoretical models for RPC collaboration in ADR projects. The models involve conditions, actions, and consequences concerning RPC challenges. A grounded theory approach was applied to identify the RPC challenges. The challenges were identified in a collaborative ADR project consisting of four researchers and nine organizations from the industry sector. The identified main challenges are: researcher intervention in practitioner contexts, reciprocal shaping between artifacts and design principles emerged from theory and practice, and researcher and practitioner learning. The contribution to practice, which consists of future ADR projects involving collaboration between researchers and practitioners, involves specific actions to be taken.

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    fulltext
  • 3.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Action Design Research: Expanding the Scope2013Conference paper (Refereed)
  • 4.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Action design research: integration of method support2022In: International Journal of Managing Projects in Business, ISSN 1753-8378, E-ISSN 1753-8386, Vol. 15, no 8, p. 19-47Article in journal (Refereed)
    Abstract [en]

    Purpose Action design research (ADR) has become widely accepted as a prominent research method within information systems when managing design-oriented research projects. One purpose of the ADR method is to provide methodological guidance for the building of IT artefacts. However, several scholars have reported a lack of guidance of method support at the micro level. This article aims to complement the macro level of the ADR method by integrating prescriptive method support at the micro level. Design/methodology/approach A qualitative approach including direct content analysis. An empirical ADR project was analysed in order to identify method support that could be integrated into the ADR method. Findings Method support at the micro level was identified for all the stages of the ADR method. The method support consists of procedural support, guiding concepts, and various techniques for the documentation of project tasks stated in the ADR method. Research limitations/implications The contribution to theory consists of aspects concerning the integration of macro and micro levels: relationships between normative and prescriptive support, continuous focus shifts, and method completeness. Practical implications The contribution to practice consists of explicit suggestions for method support that could be integrated into the ADR method. Originality/value This study extends previously provided knowledge by offering empirical evidence concerning theoretical constructions consisting of explicit relationships between ADR tasks and integrated method support, and elaboration on the integration of macro and micro levels.

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    fulltext
  • 5.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Design Principles for Human-Centred Artificial Intelligence2022Conference paper (Refereed)
    Abstract [en]

    Advancements within artificial intelligence (AI) enable organisations to reformulate strategies forexploiting data in order to refine their business models, make better decisions and maintain acompetitive advantage. We recognise the technical advantages of AI. However, our view is that thetechnical perspective as a base for decision-making is necessary but insufficient. Several studies inhuman science report that essential human knowledge and competencies that affect decision making arenot represented in AI systems. Based on this observation, we have developed design principles fordeveloping decision-support systems (DSS) that combine human intelligence (HI) with AI. The designprinciples are: design for amplified decision-making, design for unbiased decision-making and designfor human and AI learning. The design principles constitute the scientific contribution to the emergentfield of Human-Centred AI. The contribution to practice consists of a DSS (a digital prototype) thatsupports the combination of HI and AI.

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    fulltext
  • 6.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Design Science Research Constructs: a Conceptual Model2019In: Pacific Asia Conference on Information Systems 2019, 2019Conference paper (Refereed)
    Abstract [en]

    Design science research (DSR) has become an accepted as well as legitimated research paradigm within the IS discipline. DSR has had a significant impact on IS research and it has the potential to become even more successful.One reason for not being fully adopted is due to gaps in the understanding of DSR constructs. Our literature review has revealed that constructs often are:abstract, synonymous, overlapping, offering slightly different definitions, and difficult to grasp. One implication of these problems is that it might be hard to communicate research results not only to other researchers within the DSR community but also to other disciplines. Consequently, the purpose of this study has been to suggest a conceptual model that includes key DSR constructs and their relationships that can contribute to the understanding and communication of the DSR phenomenon.

  • 7.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Empirical Experiences from the Use of Service-Dominant Logic in an IT-Project2019In: The 10 Years Naples Forum On Service: Service Dominant Logic, Network & Systems Theory And Service Science: Integrating Three Perspectives For A New Service Agenda / [ed] Evert Gummesson; Cristina Mele; Francesco Polese, 2019Conference paper (Refereed)
    Abstract [en]

    Purpose –Over the past several decades, we have witnessed a transformation from an industrial product-oriented economy to a service economy in the IT-sector. The goal of the organizations is to increase their digital organizational capability by implementing digital service transformations. However, adopting a service perspective in the management of digital services continues to be a challenging process for many organizations (Brown et al. 2016). The adoption of a service perspective is not about a minor change of attitude; it is a paradigm shift for the whole IT-sector. One contemporary service perspective is service-dominant logic (SDL). In our literature analysis, we identified that the development of SDL is primarily based on theoretical insights gained from previous prior work by several scholars. We can conclude that theoretical grounding of SDL is firm, but that SDL lacks empirical evidence concerning experiences from applying SDL in the IT-projects. Consequently, the purpose of our study is to present empirical evidence from the use of SDL in an IT-project. The IT-project included the design of a digital tool for service assessment and service innovation.

    Design/Methodology/approach – Our study has unfolded by means of a four-stage process: 1) Literature review of prior applications and evaluations of SDL, 2) Implementation of an IT-project concerning the development of a digital tool supporting service assessment and service innovation, guided by service-dominant logic, 3) Evaluation of SDL based on empirical experiences gained from the IT-project, 4) Formulation of complementing prescriptive guidance that overcomes the identified challenges in the IT-project. 

    Findings – The findings consist of three challenges:

    Challenge 1: The understanding of central conceptualizations in SDL.Challenge 2: The generic nature of SDL.Challenge 3: The lack of prescriptive guidance on how to use SDL in IT-projects.

    Research limitations/implications (if applicable) – Contribution to the knowledge of how to adopt SDL in IT-projects. 

    Practical implications (if applicable) – Prescriptive guidance that can support organizations in their efforts to transforming their business to become digital service oriented and increase their digital organizational capability.

    Originality/value – The main discourse about SDL has been largely theoretical. Little attention has been given to how empirical evidence gained from IT-projects can be used to inform the further theoretical development and the practical use of SDL.

  • 8.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Empirical Grounding of Design Science Research Methodology2015In: New Horizons in Design Science: Broadening the Research Agenda / [ed] Donnellan, B., Helfert, M., Kenneally, J., VanderMeer, D., Rothenberger, M., Winter, R., Springer, 2015, p. 471-479Conference paper (Refereed)
    Abstract [en]

    The purpose of this paper is to empirically ground design science research methodology. We claim that popular design science research methodologies lack empirical grounding based on primary data. That is, the empirical grounding is based on reconstructions of studies conducted for other purposes. To use an existing data set to answer new or extended research questions means to conduct a secondary analysis. We point at several risks related to secondary analyses and we claim that popular design science research methodologies should be based on primary data. Thus, we have systematically collected methodology users’ empirical experiences and reflections from DSR projects and structured them according to the Three Cycle View [23].  The overall findings show that the experiences are mainly positive. However, there are negative experiences such as the guidelines’ granularity, lack of rigorousness concerning evaluation of new knowledge, and support for collaboration.

  • 9.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Evaluation of Action Design Research2019In: Scandinavian Journal of Information Systems, ISSN 0905-0167, E-ISSN 1901-0990, Vol. 31, no 2, p. 35-82Article in journal (Refereed)
    Abstract [en]

    Design science research (DSR) is a legitimate research paradigm in the discipline of information systems (IS). One prominent DSR method is Action Design Research (ADR). The purpose of this paper is to evaluate the ADR method based on empirical experiences from a research project. We have found that the ADR method is highly relevant to an applied discipline such as IS. It creates a bridge between the organisational perspective and the technical perspective of the IT artefact. Moreover, the ADR method supports the dual mission of developing theory and producing knowledge that supports IS practitioners. The findings also include empirical evidence pointing towards a lack of prescriptive guidance with respect to the challenges such as: how to identify appropriate evaluation strategies, how to identify the abstraction mechanisms required to move from the specific-and-unique to the generic-and-abstract, and how to formulate design principles. Although we found adequate support at the macro level, the ADR method needs more detailed support for operationalisation in practice. To address this issue, we propose a number of guidelines that either seek to improve the ADR method or support those who apply ADR.

  • 10.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Evaluation of the Information Systems Research Framework: Empirical Evidence from a Design Science Research Project2016In: Electronic Journal of Information Systems Evaluation, E-ISSN 1566-6379, Vol. 19, no 3, p. 157-167Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to provide empirical evidence that the design science framework Information System Research (ISR) works in practice. More than ten years has passed since ISR was published in the well-cited article ‘Design Science in Information Systems Research’. However, there is no thoroughly documented evaluation of ISR based on primary data. That is, existing evaluations are based on reconstructions of prior studies conducted for other purposes. To use an existing data set to answer new or extended research questions means to conduct a secondary analysis. We point to several risks related to secondary analyses and claim that popular design science research frameworks should be based on primary data. In this paper, we present an evaluation consisting of empirical experiences based on primary data. We have systematically collected experiences from a three-year research project and we present ting of both strengths and weaknesses are presented. The main strengths are: the bridging of the contextual environment with the design science activities and the rigorousness of testing IT artefacts. The main weaknesses are: imbalance in support for making contributions to both theory and practice, and ambiguity concerning the practitioners’ role in design and evaluation of artefacts. We claim that the identified weaknesses can be used for further development of frameworks or methods concerning design science research. 

  • 11.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Guidelines Supporting the Formulation of Design Principles2018Conference paper (Refereed)
    Abstract [en]

    Design principles represent design knowledge and constitute a prescriptive component that is included in design theory. In design science research, the formulation of generalised and intelligible design principles that can be reused in new contexts is regarded as an important outcome. Our study has revealed that existing design principles vary in terms of structure, content, and level of abstraction. This variation and inconsistency may obstruct the reusability of the design principles. The purpose of this study is to suggest support for the formulation of design principles. In order to enhance the support for the formulation of design principles, we have suggested three guidelines, which are based on analyses of theoretical statements, existing guidelines, and existing design principles. The guidelines are illustrated by using material from a design science research project.

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    Guidelines Supporting the Formulation of Design Principles
  • 12.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    I Am Busy Solving My Own Problems, Why Should I Bother About Yours?2014In: / [ed] Thomas Herrman, 2014Conference paper (Refereed)
  • 13.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    ITIL Compliance with a Service Perspective: a Review Based on Service-Dominant Logic2016Conference paper (Refereed)
    Abstract [en]

    Information technology implementation continues to be a challenging process for many organisations and one of the challenges is the transition to service orientation. To apply a service perspective is not a minor change of attitude; it is a paradigm shift for the whole IT sector. Providers of IT services can no longer afford to focus on solving technical problems, they now have to consider the quality of the services and focus on the relationship with customers. The purpose of this paper is to examine how the popular ITIL frameworks comply with a service perspective. We have used service-dominant logic as an analysis model to find out how ITIL corresponds to a service perspective. The findings show that while ITIL highly corresponds to the service perspective in some aspects it fails in others, such as recognising the customers as value co-creators and that products are a distribution mechanism for services.

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    fulltext
  • 14.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Problems in IT Service Management2014Conference paper (Refereed)
  • 15.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    The Need for Empirical Grounding of Design Science Research Methodology2014Conference paper (Refereed)
    Abstract [en]

    Design Science Research (DSR) has been practiced for decades and is an accepted and wide spread research approach in the discipline of Information Systems (IS). DSR is The huge popularity of DSR has lead to that DSR has become the research paradigm within the IS discipline. One purpose of DSR is to guide design and evaluation of artifacts. However, popular DSR methodologies lack empirical evidence based on primary data. This lack is also recognized by several authors of DSR methodologies. Using secondary data for answering new questions implies an analytic expansion which means that methodological issues have to be considered. The purpose of this work-in-progress paper is to justify the need of empirically grounded DSR methodologies by using primary data.

  • 16.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Andersson, Leif
    illumineight AB.
    Digitala hybridsystem för innovation: Populärvetenskaplig slutrapport2022Report (Other academic)
  • 17.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cao, Lu
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Abductive Design Science Research: The Interplay between Deduction and Induction2023Conference paper (Refereed)
    Abstract [en]

    Design science research (DSR) aims to generate knowledge about innovative solutions to real-world problems. DSR studies usually involve inductive, deductive or abductive inference strategies to generate design knowledge. However, applying these strategies has often remained implicit, which means that the transparency of the research processes could be questioned (e.g. openness, honesty). This study focuses on abductive DSR, which is often regarded as a combination of inductive and deductive strategies. Based on our literature review, we can conclude that there is a lack of prescriptive support for how to conduct abductive DSR. We have also identified that the concept of abduction is omitted in well- known DSR frameworks/methods. To address this research gap, our study applies a qualitative content analysis to analyse two abductive DSR PhD theses. The analysis outcome is a conceptual model describing central relationships and an abductive DSR process model illustrating movements between the theoretical and empirical domains. 

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    fulltext
  • 18.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Haraldson, Sandra
    University of Borås, School of Business and IT.
    Lind, Mikael
    University of Borås, School of Business and IT.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Seigerroth, Ulf
    Collaborative practice: an action research approach to efficient ITSM2011Conference paper (Refereed)
    Abstract [en]

    This paper addresses collaborative research as an action research approach. Many times action research is described as embracing one research organisation and one business organisation. We are challenging this view by introducing the concept of collaborative practice. A collaborative practice can be seen as a cluster of local practices and researchers working together. In this way, a collaborative practice should enable joint learning between, and joint development efforts for, several business practices as well as contributing to general practice and the scientific body of knowledge. Based on a case study within efficient IT Service Management (ITSM), the concept of collaborative practice and its relation to other adjacent concepts (such as local practice, general practice and scientific body of knowledge) have been characterized. Our results should be viewed as preliminary since they are gathered from an ongoing project.

  • 19.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hjalmarsson, Anders
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Evaluation of Action Design Research2016Conference paper (Refereed)
    Abstract [en]

    There has been a growing interest in information systems (IS) research as design research. One popular methodology is Action Design Research (ADR). Despite the popularity, ADR lacks proper evaluation based on primary data. We claim that the existing empirical evidence justifying ADR is either fragmented or based on reconstructions of prior studies conducted for other purposes. Our claim is supported by the authors of ADR who state that “ … because the VIP project was not conducted explicitly as ADR, it cannot be viewed as an exemplar of its application”. The purpose of this study is to provide empirical evidence. Examples of empirical evidence show that ADR is highly relevant for an applied discipline such as IS, it creates a bridge between user-oriented perspectives of the IT artefact and technological perspectives and it supports a conceptual movement from a specific instance to a search for a class of problems.

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    fulltext
  • 20.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Lind, Mikael
    University of Borås, School of Business and IT.
    Rudmark, Daniel
    University of Borås, School of Business and IT.
    The Need for Systems Development Capability in Design Science Research: Enabling Researcher-System Developer Collaboration2013In: Information Systems and E-Business Management, ISSN 1617-9846, E-ISSN 1617-9854, Vol. 11, no 3, p. 335-355Article in journal (Refereed)
    Abstract [en]

    Information systems as an artefact-oriented discipline require a strong interaction between researchers, developers and users regarding design of, development of, and the study of the use of digital artefacts in social settings. During recent years, performing research in a design science research spirit has gained increasing interest. In larger scale design research endeavours, access to systems development capabilities becomes necessary. Such a unit, InnovationLab, was established in 2006 in a university setting in Sweden. In this paper we are investigating the 5 years’ experience of running this InnovationLab. Our findings point to an innovation lab being valuable for research in general and especially for design science research. However, in order to balance the business of an innovation lab, it will be necessary to provide services for other stakeholders (such as administrative units, teachers, and students) as a means for developing systems development capability aimed at supporting researchers.

  • 21.
    Cronholm, Stefan
    et al.
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Lind, Mikael
    University of Borås, School of Business and IT.
    Rudmark, Daniel
    University of Borås, School of Business and IT.
    The Need for Systems Development Capability in Design Science Research: Investigating the role of an Innovation Lab as part of the academy2010Conference paper (Other academic)
    Abstract [en]

    Information systems as an artefact-oriented discipline require a strong interaction between researches, developers and users regarding, design of, development of, and the study of the use of digital artefacts in social settings. During latter years performing research in a design science research spirit has gained increasing interest. In larger scale design research endeavours access to systems development capabilities becomes necessary. Such a unit, an InnovationLab, was established in 2006 in a university setting in Sweden. In this paper we are investigating the five years of experience from running this InnovationLab. Our findings point to an innovation lab being valuable for research in general and especially for design science research. However, in order to balance the business of an innovation lab it will be necessary to provide services for other stakeholders (such as administrative units, teachers, and students) as means for developing systems development capability aimed for supporting researchers.

  • 22.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Rittgen, Peter
    Challenges Concerning Data-Driven Innovation2017Conference paper (Refereed)
    Abstract [en]

    Digital transformation is highly relevant to most organisations in the business and the government sectors. One important aspect of digital transformation is the capability to exploit data in order to develop new services. For a number of businesses, this capability has become an imperative to their survival in an ever more competitive market. Today, data exploitation is of vital importance for innovation and economic growth. However, there is a lack of consolidated knowledge about the challenges of managing processes for data-driven innovation. Therefore, the purpose of this study is to elaborate on challenges concerning data-driven innovation. We have used the Grounded Theory approach to identify such challenges which are: lack of a systematic process, problems with data access, distrust of data, lack of appropriate digital tools and insufficient competence. Our conclusions reveal that data is rarely used as a strategic resource in data-driven innovation and that there is a lack of data management.

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    Challenges Concerning Data-Driven Innovation
  • 23.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Åkesson, Maria
    Karlstads universitet, Handelshögskolan (from 2013).
    ITIL Compliance with Service-Dominant Logic2020In: e-Service Journal, ISSN 1528-8226, E-ISSN 1528-8234, Vol. 11, no 2, p. 74-97Article in journal (Refereed)
    Abstract [en]

    The increased recognition of the benefits of Service-Dominant (S-D Logic) has encouraged IT organizations to adopt an S-D Logic perspective. In order to streamline the service transformation process, a majority of them are using the best practice ITIL. However, the development of several ITIL books lacks a solid theoretical grounding based on  S-D Logic. This is problematic because it hinders IT-organizations to efficiently adopt a service perspective. The purpose of this paper is to present knowledge concerning how ITIL complies with the service perspective of S-D logic. The findings consist of knowledge about areas in ITIL which comply with S-D logic and areas where there is room for improvement. To increase compliance with a service-oriented perspective, ITIL needs to adopt contemporary definitions of service and value, including a stronger emphasis on value co-creation and abandoning a language that corresponds to traditional goods-dominant logic. The findings contribute to an improved understanding of shortcomings of ITIL regarding service-orientation. Based on the findings, this paper suggests some actions that can be applied as a remedy in cases where ITIL has low compliance with S-D logic. Moreover, the knowledge presented is essential for organizations that are using ITIL to transform their service processes to digital formats. 

  • 24.
    Cronholm, Stefan
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Karu, Kaimar
    Axelos.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hearsum, Philip
    Axelos.
    Hero, Philip
    Support Services Institute.
    IT Service Management: The Alignment of ITIL® Practitioner Guidance with Service-Dominant Logic2017Conference paper (Refereed)
    Abstract [en]

    The application of a service-oriented perspective in the IT sector has become the paradigm, making managers highly aware of the importance of being service oriented and customer focused. In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners are, to a certain degree, becoming aware of the benefits of the contemporary Service-Dominant Logic perspective, the primary market view still adheres to Goods-Dominant Logic. The majority of IT organisations around the globe rely on the ITSM framework ITIL in order to adopt and adapt a service perspective. The purpose of this paper is to examine how the ITIL® Practitioner Guidance (the latest ITIL book) aligns with Service-Dominant Logic. The paper discusses findings in relation to four codes: Definition of service, The role of the service provider, Value and value propositions, and Co-creation.

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    ITIL Practitioner vs Service Dominant Logic
  • 25.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    A Design Theory for IT Systems Supporting Service Innovation2017Conference paper (Refereed)
  • 26.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Design Principles Enabling Digital Service Platform2016Conference paper (Refereed)
  • 27.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    IT artefacts Facilitating Service Innovation: A Service Dominant Logic Perspective2016Conference paper (Refereed)
  • 28.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    IT Service Management: Designprinciper för Informationssystemsartefakter2014Licentiate thesis, monograph (Other academic)
    Abstract [sv]

    "Kunden är idag nöjdare" "Antalet kritiska fel i produktion har markant minskat" ”Vi har nått en högre kapacitetsnivå för flera processer” "Bättre kostnadskontroll för helheten samt för respektive förvaltningsobjekt" "Ramverket mottogs bland medarbetarna på ett positivt sätt och kommer att hjälpa oss att arbeta mer effektivt” "Fått bättre kvalitet på data vilket ger möjlighet till bättre uppföljning och genomförande av proaktiva åtgärder" Citaten ovan vittnar om att det 36 månader långa forskningsprojekt som legat till grund för resultatet i avhandlingen har varit lyckat. Ytterligare ett bevis för framgången var att projektet blev tilldelat ”Årets IT Service Management Projekt” år 2013 med motiveringen att projektet på vetenskapliga grunder har arbetat för att effektivisera IT Service Management sektorn. Priset utdelades av den ledande internationella medlemsföreningen inom ITSM; itSMF. Men vad handlar då denna positiva respons om? Svaret är IT Service Management (ITSM) vilket är ett relativt nytt koncept där IT hanteras och levereras i form av kund- och processorienterade tjänster. Möjligheterna att fullt ut dra nytta av den samlade kunskapen inom ITSM-området är dock inte helt oproblematisk. Detta gäller framförallt för små och medelstora företag (SMF) som betraktar sig som IT-tjänsteleverantörer. Den främsta anledningen till detta är att befintliga stöd på marknaden, som avser att bistå organisationer med att leverera effektiva tjänster, inte är designade efter de förutsättningar som SMF besitter. Detta innebär att det finns en brist på goda stöd för denna stora grupp att skapa tjänster av hög kvalitet på ett kostnadseffektivt sätt. Detta kan leda till onödigt höga kostnader, minskad konkurrenskraft och minskade vinstmarginaler för organisationerna. Ett forskningsprojekt vid Högskolan i Borås har under tre år utvecklat ett ramverk som syftar till att stödja SMF i sitt arbete med att effektivisera sina tjänsteleveranser. Ramverket består av metoder, modeller och IT-artefakter. Syftet med avhandlingen är att beskriva arbetet med dessa artefakttyper samt att presentera kunskapsbidrag bland annat i form av designprinciper. Designprinciperna syftar till att underlätta och stödja utvecklingen av ITSM-relaterade informationssystemartefakter (IS-artefakter) för SMF. Den forskningsmetod som använts har varit en variant av Action Design Research (ADR). Forskningsmetoden hanterar utveckling, intervention och utvärdering av artefakter och ligger inom ramen för Design Research (DR). Bidraget i avhandlingen relaterar därför till de dubbla uppgifterna i DR: 1) kunskapsbidrag riktade till forskarsamhället och 2) kunskap som är riktat till praktiker. De kunskapsbidrag som presenteras för forskarsamhället utgörs främst, men är inte begränsade till, designprinciper och förfining av de teorier som legat till grund för designprinciperna. Bidraget till praktiker utgörs främst av, men är inte begränsade till, de olika typer av IS-artefakter som designats och utvärderats under studien.

  • 29.
    Göbel, Hannes
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Design science research in action: experiences from a process perspective2012Conference paper (Refereed)
    Abstract [en]

    In this paper we have analyzed design science research (DSR) from a process perspective. Our analysis is mainly based on the paper, “Design science in information systems research” (Hevner et al., 2004) and an empirical study embracing seven organizations. In Hevner et al., (2004) there are two major contributions: 1) an information systems research framework and 2) seven design guidelines. In this paper, we have chosen to focus on the latter contribution. The purpose of the suggested seven design guidelines is to “… assist researchers, reviewers, editors, and readers to understand the requirements for effective design-science research”. However, there is no explicit information in which order the guidelines are supposed to be conducted and if there is an order of sub-activities (sub-processes) within each guideline. Hence, we are challenging the recommendations of how design science research should be conducted by applying a process perspective. Our research contribution consists of a suggestion for improved guidelines for DSR presented as a process model. We have analyzed each guideline according to required input, recommended activities and expected output. The process model demonstrates relationships between the seven guidelines and outlines activities that are supposed to be conducted within each guideline.

  • 30.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cronholm, Stefan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Guidelines for Service-Dominant Logic: empirical experiences from IT Service Management2017In: Gummesson, E., Mele, C., Polese, F. (Eds.) (2017), Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda., 2017Conference paper (Refereed)
    Abstract [en]

    Purpose

    No doubt, Service-Dominant (S-D) Logic has had considerable implications for research, practice, and society at large. The overall purpose of S-D Logic is to argue for the adoption of a service-oriented perspective and that service is the fundamental base for exchange. In order to establish a framework for a service-oriented perspective, 11 normative foundational premises have been suggested.

    In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners have started to adopt a service-oriented perspective, and to a certain degree are becoming aware of the benefits of S-D Logic, the predominant market view still adheres to Goods-Dominant Logic. Consequently, we argue that the suggested foundational premises of S-D Logic lack embodiment in the context of ITSM. We argue that one reason is the lack of normative and prescriptive guidelines in S-D Logic. Thus, the purpose of this paper is to present normative and prescriptive S-D Logic guidelines for the ITSM context. The purpose of the guidelines is to support ITSM managers to adhere to S-D Logic in order to collaborate around service and new value propositions.

    Design/Methodology/approach

    In order to fulfil the purpose, researchers and practitioners have jointly applied the Action Design Research (ADR) methodology.

    Findings

    We present three empirically grounded normative and prescriptive guidelines, derived from three of the foundational premises and evaluated in an ITSM context. The findings show that the investigated foundational premises are valid within an ITSM context, and that they could be extended with normative and prescriptive guidelines.

    Research limitations/implications

    Although the study is conducted with actors existing in several service ecosystems, our study is limited to the context of ITSM.

    Practical implications

    The contribution supports ITSM practitioners to adhere to an S-D Logic perspective, and with a fully functional digital tool.

    Originality/value

    The paper provides prescriptive and normative knowledge by inscribing, applying and analysing FPs in real ITSM contexts, using a digital tool.

    Key words: S-D Logic, ITSM, digital tools, service innovation

    Paper type: Research paper

  • 31.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cronholm, Stefan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Illustrating Emerging Design Principles Enhancing Digital Service Platforms2016In: 11th Interantional Conference on Design Science Research in Information Systems and Technology, St Johns, 2016Conference paper (Refereed)
  • 32.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cronholm, Stefan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    ITIL EXPERIENCES: BENEFITS & BARRIERS2015Other (Other academic)
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  • 33.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cronholm, Stefan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Nascent Design Principles Enabling Digital Service Platforms2016In: Proceedings of the 11th International Conference on Design Science Research in Information Systems and Technology, St Johns, 2016Conference paper (Refereed)
  • 34.
    Göbel, Hannes
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Hallqvist, Carina
    University of Borås, School of Business and IT.
    Söderström, Eva
    Andersson, Leif
    IT Service Management: Core Processes Aligning Business and IT2014Conference paper (Refereed)
    Abstract [en]

    The problem we address is that researchers have insufficiently investigated the processes and nuances of Business and IT alignment. One attempt to tackle Business and IT alignment in a process-oriented way is to adopt the concept of IT Service Management (ITSM). However, identified challenges entails that ITSM is hard to define and that existing ITSM frameworks sometimes are considered as overly complex containing an extensive process scope, making it costly and hard to implement. The purpose of this workshop paper is to understand in what way are ITSM core processes supporting business and IT alignment? Our qualitative research approach embraced a two-phase method based on empirical studies where identified core processes were mapped using the Strategic Alignment Model. The result shows that the core of ITSM consists of five processes and that these processes somewhat constitute the bridges and interfaces that aligns Business and IT.

  • 35.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cronholm, Stefan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hjalmarsson, Anders
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Inscribing Service into Essential ITSM processes2016In: Proceedings the 27h Australasian Conference on Information Systems, Wollongong, 2016Conference paper (Refereed)
  • 36.
    Göbel, Hannes
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Manfredsson, Peter
    University of Borås, Swedish School of Textiles.
    LeAgile Management: an IT Service Management Perspective2014Conference paper (Refereed)
    Abstract [en]

    Purpose: In order to reduce or eliminate different organizational problems, the sector of manufacturing often makes use of the two popular concepts: Agile and Lean. Lean as well as Agile have been proven to contribute with significant benefits such as responding to changing environments and to reduce costs. A literature review reveals that researchers have advanced the idea of Lean and Agile concepts coexisting through the development of a theory of “LeAgile” manufacturing. However, the state-of-art shows that Lean and Agile still are separately discussed in a shared context and that they are not yet clearly and fully integrated. Furthermore the existing LeAgile theories are only studied within the industry concerning manufacturing and production systems and the empiric evaluations are vague. The main purpose of this paper is to study Lean and Agile concepts within an IT Service Management (ITSM) context in order to understand how they could be fully integrated and what the expected value is. Methodology: In order to find an answer to the research question, we have applied a qualitative research approach. The research approach embraced three phases in a three year project where researchers studied several ITSM organizations. Findings: Our study shows that it is possible to fully integrate components of Lean and Agile concepts within the ITSM sector. The decoupling point previously defined in Leagile theory have become blurred. We have also shown that embracing “LeAgile IT Service Management” leads to positive effects such as: higher customer satisfaction, better communication between service providers and consumers, increased efficiency (and effectiveness), reduced costs and improved quality. Originality: The originality is justified by the scope of application (ITSM) in combination of the empirical sources used. The scientific contribution is motivated by the debate on how Lean and Agile philosophies can co-exist within organizations. The contribution consists of improved knowledge to each of the Lean and Agile fields separately as well as to the LeAgile theory and ITSM. The practical contribution is motivated by the identification of existing problems within the ITSM sector and how the LeAgile concepts can reduce them.

  • 37.
    Göbel, Hannes
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Seigerroth, Ulf
    LeaAgile ITSM!2013Report (Other academic)
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  • 38.
    Göbel, Hannes
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Salomonson, Nicklas
    University of Borås, School of Business and IT.
    Seigerroth, Ulf
    Vad är IT Service Management?2013Report (Other academic)
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    FULLTEXT01
  • 39.
    Göbel, Hannes
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Seigerroth, Ulf
    Towards an agile method for ITSM self-assessment: A Design Science Research Approach2013In: Proceedings of ICMLG 2013 The International Conference on Management, Leadership and Governance., ICMLG , 2013Conference paper (Refereed)
    Abstract [en]

    IT Service Management (ITSM) is an expensive field where small and medium sized enterprises (SMEs) need to become more efficient in their ITSM related work in order to cut costs and improve quality. The focus of this paper is to suggest a solution to the scarcity of process improvement methods dedicated to ITSM-processes in SMEs. The solution consists of an agile self-assessment method designed and evaluated in accordance with Design Science Research. The aim of the method is to support SMEs in their attempt to evaluate and improve their quality of ITSM processes. The findings show that the method creates opportunities for organizations to improve their ITSM processes. The method can be used to identify process gaps in comparison to standards for ITSM. It can also be used for benchmarking purposes within an organization as well as it can guide an organization’s improvement efforts. The method also depicts a standard that is easy for SMEs to understand and to use as guidance (with ITSM specific examples). Finally, the method enables SMEs to implement standards for ITSM in a resource-efficient way. Based on empirical evidence from applying the method the conclusion is that the method is useful for the intended target group and that the method agrees well with theories within the field.

  • 40.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Leal, Xavier
    Ortelio Ltd.
    Designing Platforms Leveraging Service Innovation2016In: Proceedings of the 19th International Conference on quality and service sciences, Rom, 2016Conference paper (Refereed)
  • 41.
    Göbel, Hannes
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Nordigården, D
    Rehme, J
    Chicksand, D
    Cronholm, S
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Towards Innovation & Relationship Enabling Processes - an IT Outsourcing Perspective2015In: Proceedings of IPSERA 2015, 2015Conference paper (Refereed)
  • 42.
    Leal, Xavier
    et al.
    Ortelio Ltd.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Barriers Hampering Exchange in the Knowledge Triangle2016Conference paper (Refereed)
  • 43. Leal, Xavier
    et al.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Morris, David
    Designing user-centred and context appropriate strategies for university-industry interaction: Innovation Labs in Central Asia2017Conference paper (Refereed)
    Abstract [en]

    Successful cooperation by higher educational institutions (HEIs) in mutually beneficialsynergistic relationships with governments and business is a core driver of growth andinnovation in knowledge-based economies. Whereas, in most European Union (EU) countries,university-business interactions have been widely fostered in an array of diverse cooperationpatterns, structures and schemes, Central Asian (CA) countries are only just beginning tocreate strategies and structures that have a clear focus to promote sustainable economicinnovation. However, there are many obstacles on the path towards embedding an innovationstructure and culture in CA economies. The project on which this research is based introduced, developed and implemented “Innolabs” as sustainable, user-centred initiatives, built onexperience from the EU and elsewhere, to foster knowledge exchange and innovation. Theaim was to help CA HEIs link academic research and knowledge production with anentrepreneurial spirit, through adopting a greater interdisciplinary focus on social andorganizational practices and the needs of innovation end-users. In turn, this would foster moretargeted organizational development and a growing innovation culture in staff, students andthe local business environment. This paper assesses the process of design andimplementation of Innolabs as context-appropriate and user-centred instances.

  • 44.
    Manfredsson, Peter
    et al.
    University of Borås, Swedish School of Textiles.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Torstensson, Håkan
    University of Borås, Swedish School of Textiles.
    Agility enabling lean: A team based method for flexibility and structure2014Conference paper (Refereed)
    Abstract [en]

    A method, derived from lean thinking and agile methods containing four steps, using short, time-boxed iterations, was developed and implemented in a support team. The effects of the method in use include a clearer structure of work tasks in terms of priorities, objective and better alignment with business goals. It also increased closure and definition of tasks and better levelling of work tasks between team members. However, a negative effect was an increased level of stress in the work environment. The agility-based method supported the team’s lean implementation by creating a pull system with work-in-progress control. Other lean elements were improved, such as levelling of workload. Hence the agility-based method approach can be viewed as an enabler for lean management.

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  • 45.
    Pilerot, Ola
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Designing a digital service platform: What matters?2016In: Building a culture for quality, innovation and sustainability, 2016Conference paper (Refereed)
    Abstract [en]

    Purpose: The purpose of this study is to elucidate social and material factors that contribute to shape the design and use of a digital (i.e. web-based) service platform, which is aimed at facilitating service innovation in a collaborative setting of service providers and customers.

    Design/methodology/approach: Empirical data was produced in connection to interventions including one of the authors collaborating with service providers and customers using the platform. Two sessions taking place in workplaces were filmed, photographed, and recorded. Participants in these sessions were also responding to questions from the researcher who took field notes. A practice-theoretical approach was applied in order to capture and analyze practices around the design, implementation, and use of the platform.

    Findings: Three prominent themes were discerned in the empirical material: material objects; workplace routines including “distant others”; and sociality. Material objects function as intervening actors and thereby contribute to shape practice. Workplace routines as well as physically absent colleagues and contacts become present through conversations around the platform. Sociality refers to the observation that participants are engaged in interactive practices that contribute to shape how the digital service platform is designed, implemented and used.

    Originality/value: The practice-based approach offers a deepened understanding of how sociomaterial context matters for the design and implementation of a digital service platform. On the basis of a sophisticated explication of the notion of context and by employing the notion of absent presence, this study sheds light on factors that often tend to be neglected.

  • 46.
    Radon, Anita
    et al.
    University of Borås, Faculty of Textiles, Engineering and Business.
    Johansson, Pia
    University of Borås, Faculty of Textiles, Engineering and Business.
    Sundström, Malin
    University of Borås, Faculty of Textiles, Engineering and Business.
    Alm, Håkan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Behre, Martin
    University of Borås, Faculty of Textiles, Engineering and Business.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hallqvist, Carina
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hernandez, Niina
    University of Borås, Faculty of Textiles, Engineering and Business.
    Hjelm-Lidholm, Sara
    University of Borås, Faculty of Textiles, Engineering and Business.
    König, Rikard
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Lindberg, Ulla
    University of Borås, Faculty of Textiles, Engineering and Business.
    Löfström, Tuwe
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Sundell, Håkan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Wallström, Stavroula
    University of Borås, Faculty of Textiles, Engineering and Business.
    What happens when retail meets research?: Special session2016Conference paper (Other academic)
    Abstract [en]

    special session Information

    We are witnessing the beginning of a seismic shift in retail due to digitalization. However, what is meant by digitalization is less clear. Sometimes it is understood as means for automatization and sometimes it is regarded as equal to e-commerce. Sometimes digitalization is considered being both automatization and e-commerce trough new technology. In recent years there has been an increase in Internet and mobile devise usage within the retail sector and e-commerce is growing, encompassing both large and small retailers. Digital tools such as, new applications are developing rapidly in order to search for information about products based on price, health, environmental and ethical considerations, and also to facilitate payments. Also the fixed store settings are changing due to digitalization and at an overall level; digitalization will lead to existing business models being reviewed, challenged and ultimately changed. More specifically, digitalization has consequences for all parts of the physical stores including customer interface, knowledge creation, sustainability performance and logistics. As with all major shifts, digitalization comprises both opportunities and challenges for retail firms and employees, and these needs to be empirically studied and systematically analysed. The Swedish Institute for Innovative Retailing at University of Borås is a research centre with the aim of identifying and analysing emerging trends that digitalization brings for the retail industry.

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  • 47.
    Rittgen, Peter
    et al.
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Cronholm, Stefan
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Towards a Model for Assessing Collaboration Capability Between Development and Operations2019In: Systems, Software and Services Process Improvement: 26th European Conference, EuroSPI 2019, Edinburgh, UK, September 18–20, 2019, Proceedings / [ed] Alastair Walker, Rory O'Connor, Richard Messnarz, Berlin et al., 2019, Vol. 1060, p. 111-122, article id 10.1007/978-3-030-28005-5Conference paper (Refereed)
    Abstract [en]

    The purpose of this paper is to develop a general model for assessing the capabilities of organizations to collaborate on the provision of IT services. Especially, we focused on the relationship between the major units of IT departments or organizations that are called Development and Operations. We combined relevant theories in this area with empirical evidence to arrive at five capabilities and three maturity levels.  The capabilities and the maturity levels were organized as a matrix. The matrix was then filled with capability indicators based on both literature sources and empirical findings. The capability indicators serve as signs for having reached a certain maturity level in a given capability. The resulting model has been empirically tested and consolidated in several rounds with seven organizations.

  • 48.
    Salomonson, Nicklas
    et al.
    University of Borås, School of Business and IT.
    Cronholm, Stefan
    University of Borås, School of Business and IT.
    Göbel, Hannes
    University of Borås, School of Business and IT.
    Seigeroth, Ulf
    Mätvärden i relation till process och kund2013Report (Other academic)
    Abstract [sv]

    Detta dokument , som primärt riktas till deltagande organisationer i projektet, ska ses som ett komplement till presentationer och diskussion vid de gemensamma möten där deltagande organisationer och forskare träffats.

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  • 49. Söderström, Eva
    et al.
    Holgersson, Jesper
    Alenljung, Beatrice
    Göbel, Hannes
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    Hallqvist, Carina
    University of Borås, Faculty of Librarianship, Information, Education and IT.
    The Conceptual Confusion Around “e-service”: Practitioners Conceptions2015In: Open and Big Data Management and Innovation / [ed] Marijn Janssen, Matti Mäntymäki, Jan Hidders, Bram Klievink, Winfried Lamersdorf, Bastiaan van Loenen, Anneke Zuiderwijk, Cham, Switzerland, 2015, p. 366-371Conference paper (Refereed)
    Abstract [en]

    The e-service concept has been a central concern in many researchand practitioner areas in recent years. There are expectations of citizens, customers,commercial companies and public organizations of what e-services are,their functionality and benefits. However, there is conceptual confusion thatmay hamper collaboration and research viability. This paper explores the conceptualvagueness and presents an empirical investigation of how the e-serviceconcept is treated in practice, along with its kindred concept “IT service”. Resultsshow that public and commercial organizations approach e-services differently,that translation problems can cause lack of comparability in research results,and that additional concepts may be introduced instead of e-service.

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