How Big Data Analytics Enables Service Innovation: Materiality, Affordance, and the Individualization of Service

被引:259
作者
Lehrer, Christiane [1 ]
Wieneke, Alexander [2 ]
vom Brocke, Jan [3 ,4 ,5 ,6 ]
Jung, Reinhard [7 ,8 ,9 ]
Seidel, Stefan [10 ]
机构
[1] Univ St Gallen, Informat Syst, St Gallen, Switzerland
[2] Univ St Gallen, Inst Informat Management, St Gallen, Switzerland
[3] Univ Liechtenstein, Informat Syst, Vaduz, Liechtenstein
[4] Univ Liechtenstein, Business Proc Management, Vaduz, Liechtenstein
[5] Univ Liechtenstein, Inst Informat Syst, Vaduz, Liechtenstein
[6] Univ Liechtenstein, Res & Innovat, Vaduz, Liechtenstein
[7] Univ St Gallen, Business Engn, St Gallen, Switzerland
[8] Inst Informat Management, Abuja, Nigeria
[9] Execut MBA HSG Business Engn, St Gallen, Switzerland
[10] Univ Liechtenstein, Inst Informat Syst, Informat Syst & Innovat, Vaduz, Liechtenstein
关键词
affordances; agency; big data analytics; digital innovation; materiality; service-dominant logic; service innovation; services; INFORMATION-SYSTEMS; GROUNDED THEORY; DOMINANT LOGIC; TECHNOLOGY; PERSPECTIVE; EMERGENCE; ROUTINES; AGENDA;
D O I
10.1080/07421222.2018.1451953
中图分类号
TP [自动化技术、计算机技术];
学科分类号
0812 ;
摘要
The article reports on an exploratory, multisite case study of four organizations from the insurance, banking, telecommunications, and e-commerce industries that implemented big data analytics (BDA) technologies to provide individualized service to their customers. Grounded in our analysis of these four cases, a theoretical model is developed that explains how the flexible and reprogrammable nature of BDA technologies provides features of sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization that afford (1) service automation and (2) BDA-enabled human-material service practices. The model highlights how material agency (in the case of service automation) and the interplay of human and material agencies (in the case of human-material service practices) enable service individualization, as organizations draw on a service-dominant logic. The article contributes to the literature on digitally enabled service innovation by highlighting how BDA technologies are generative digital technologies that provide a key organizational resource for service innovation. We discuss implications for research and practice.
引用
收藏
页码:424 / 460
页数:37
相关论文
共 60 条
[1]  
[Anonymous], 2000, International Journal of Innovation Management, V4, P491, DOI DOI 10.1142/S136391960000024X
[2]   INTERACTIVE INNOVATION IN FINANCIAL AND BUSINESS SERVICES - THE VANGUARD OF THE SERVICE REVOLUTION [J].
BARRAS, R .
RESEARCH POLICY, 1990, 19 (03) :215-237
[3]  
Barrett M, 2015, MIS QUART, V39, P135
[4]   How the Use of Big Data Analytics Affects Value Creation in Supply Chain Management [J].
Chen, Daniel Q. ;
Preston, David S. ;
Swink, Morgan .
JOURNAL OF MANAGEMENT INFORMATION SYSTEMS, 2015, 32 (04) :4-39
[5]  
Chen HC, 2012, MIS QUART, V36, P1165
[6]   New games, new rules: big data and the changing context of strategy [J].
Constantiou, Ioanna D. ;
Kallinikos, Jannis .
JOURNAL OF INFORMATION TECHNOLOGY, 2015, 30 (01) :44-57
[7]   Artifacts at the centre of routines: performing the material turn in routines theory [J].
D'Adderio, Luciana .
JOURNAL OF INSTITUTIONAL ECONOMICS, 2011, 7 (02) :197-230
[8]  
Dubé L, 2003, MIS QUART, V27, P597
[9]   BUILDING THEORIES FROM CASE-STUDY RESEARCH [J].
EISENHARDT, KM .
ACADEMY OF MANAGEMENT REVIEW, 1989, 14 (04) :532-550
[10]  
Faraj S., 2012, MAT ORG SOCIAL INTER, V237, P258