TJTS5601 Digital Service Design (5 cr)

Content

This course focuses on digital service research, more specifically on innovation and design of digital services. We start by looking at the nature of the field as shown by academic journals, conferences, researchers and institutions. This is then followed by a critical examination and evaluation of contemporary service research on a variety of topics. The idea is to give you a broad understanding of the digital service innovation and design field as a whole.

Goals of the Course

The pedagogical goal of the course is to prepare students for doing research in the area of digital service design. A basic grounding in the concepts underlying research in the discipline is essential if students are to succeed in completing the graduate program.

This course is designed to introduce students to digital service research. Students need to understand the nature of service research as a discipline and current research issues and themes. A number of current research areas will be identified and representative papers examined.

The course will also apply the theoretical concepts in practice in order familiarize the students with the practical problems of digital service innovation and design.

Completion methods

Students prepare and participate classes, work on and deliver a group assignment, work on an individual assignment and take a final exam based on the course material.

Assessment details

Class Preparation & Individual Assignment: Learning Diary 25%.

Exercises: Group project Deliverable & Presentation 25%; Final Exam 50%.

Students need to have a passing mark for the group assignment, the individual assignment and the final exam. Students are required to participate weekly online quizzes for the readings material. Students are also required to summarize a topic, which has been covered in class, and deliver a group assignment consisting of a project work that carries through the course. Students need to pass an exam based on the course material. If student cannot participate to the class or join a group for the group project work, he or she may compensate 20% of the total grade by doing an extended additional individual assignment.

After the course students will have good knowledge and understanding of research in the area of digital service innovation, co-creation, development, and design; Students are able to acquire knowledge and read critically relevant research articles in some of the leading academic journals and conference proceedings; Students are able apply to perform conceptual digital service development and design models and methods in practice; Students are able to produce a digital service specification and a project plan for development. Students can verbally present a business plan to a potential venture capital investor.

This course assumes that you have completed your bachelor’s studies and you are currently doing your master’s or doctoral studies.

Akaka, M. A., & Vargo, S. L. (2014). Technology as an operant resource in service (eco) systems. Information Systems and e-Business Management, 12(3), 367-384.

Böhmann, T., Leimeister, J. M., & Möslein, K. (2014). Service systems engineering. Business & Information Systems Engineering, 6(2), 73-79.

Elo, J., Lintula, J., & Tuunanen, T. (2021). Harnessing User Values to Understand Value Co-Creation and Co-Destruction in Augmented Reality Mobile Games, in the proceedings of the Hawaii International Conference on System Sciences (HICSS), Hawaii, USA, p. 10.

Ghanbari, H., Tuunanen, T., Rossi, M. & Kemell, K-K. (2020). From Enterprise Plumbing to Continuous Digital Innovations: The Changing Role of Information Systems Development in Organizations, under review for a journal.

Grenha Teixeira, J., Patrício, L., Huang, K.-H., Fisk, R. P., Nóbrega, L., & Constantine, L. (2017). The MINDS Method: Integrating Management and Interaction Design Perspectives for Service Design. Journal of Service Research, 20(3), 240-258.

Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133-150.

Lintula, J., Tuunanen, T., Salo, M., and Myers, M. (2018). When Value Co-Creation Turns to Co-Destruction: Users’ Experiences of Augmented Reality Mobile Games. in the proceedings of the International Conference on Information Systems, San Fransisco, USA.

Lusch, R. F., & Nambisan, S. (2015). Service innovation: A service-dominant logic perspective. MIS Quarterly, 39(1).

Yoo, Y., Henfridsson, O., & Lyytinen, K. (2010). Research commentary—the new organizing logic of digital innovation: an agenda for information systems research. Information systems research, 21(4), 724-735.

Michel, S., Brown, S. W., & Gallan, A. S. (2008). Service-logic innovations: How to innovate customers, not products. California Management Review, 50(3), 49-65.

Nykänen, J. I., Tuunainen, V. K., Tuunanen, T., & Nah, F. F.-H. (2020). Dichotomies in Consumers’ Mobile Phone Switching Process. under review for a journal.

Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patricio, L., Voss, C. A., & Lemon, K. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127-159.

Peters, C., Maglio, P., Badinelli, R., Harmon, R.R., Maull, R., Spohrer, J.C., Tuunanen, T., Vargo, S.L., Weiser, J.J., Demirkan, H. Griffith, T.L., and Moghaddam, Y. ‘Emerging Technical Frontiers for Service Innovation’, Communications of the AIS, 39:1, July 2016, 136-149.

Tuunainen, V., & Tuunanen, T. (2011). IISIn - A model for analyzing ICT Intensive Service Innovations in n-sided Markets. in the proceedings of the Hawaii International Conference on System Sciences (HICSS), Hawaii, USA, p. 10.

Tuunanen, T., Bask, A., & Merisalo-Rantanen, H. (2012). Typology for modular service design: review of literature. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 3(3), 99-112.

Tuunanen, T., & Cassab, H. (2011). Service Process Modularization: Reuse Versus Variation in Service Extensions. Journal of Service Research, 14(3), 340-354.

Tuunanen, T., Kazan, E., Salo, M., Leskelä, R. L., & Gupta, S. (2019). From Digitalization to Cybernization: Delivering value with cybernized services. Scandinavian Journal of Information Systems, 31(2).

Tuunanen, T., Lintula, J., Vartiainen, T., Zhang, Y., & Myers, M.D. (2020). Value Co-Creation Mechanisms for Digital Service Design, under a review for a journal.

Tuunanen, T., Peffers, K. (2018). Population Targeted Requirements Acquisition, published online in European Journal of Information systems, 27 (6), 686-711.

Vähäniitty, J., & Rautiainen, K. (2005). Towards an approach for managing the development portfolio in small product-oriented software companies. In Proceedings of the Annual Hawaii International Conference on System Sciences (HICSS), Hawaii, USA, p. 10.