A4 Article in conference proceedings
Exploring the “Why”, “How”, and “What” of Continuous Digital Service Innovation (2022)

Elo, J., Pekkala, K., Tuunanen, T., Lumivalo, J., & Salo, M. (2022). Exploring the “Why”, “How”, and “What” of Continuous Digital Service Innovation. In D. Taibi, M. Kuhrmann, T. Mikkonen, J. Klünder, & P. Abrahamsson (Eds.), PROFES 2022 : 23rd International Conference on Product-Focused Software Process Improvement, Proceedings (pp. 366-381). Springer International Publishing. Lecture Notes in Computer Science, 13709. https://doi.org/10.1007/978-3-031-21388-5_25

JYU authors or editors

Publication details

All authors or editors: Elo, Jenny; Pekkala, Kaisa; Tuunanen, Tuure; Lumivalo, Juuli; Salo, Markus

Parent publication: PROFES 2022 : 23rd International Conference on Product-Focused Software Process Improvement, Proceedings

Parent publication editors: Taibi, Davide; Kuhrmann, Marco; Mikkonen, Tommi; Klünder, Jil; Abrahamsson, Pekka

Place and date of conference: Jyväskylä, Finland, 21.-23.11.2022

ISBN: 978-3-031-21387-8

eISBN: 978-3-031-21388-5

Journal or series: Lecture Notes in Computer Science

ISSN: 0302-9743

eISSN: 1611-3349

Publication year: 2022

Publication date: 14/11/2022

Number in series: 13709

Pages range: 366-381

Number of pages in the book: 682

Publisher: Springer International Publishing

Place of Publication: Cham

Publication language: English

DOI: https://doi.org/10.1007/978-3-031-21388-5_25

Publication open access: Not open

Publication channel open access: 

Abstract

Today’s rapidly advancing technologies and highly competitive and dynamic markets make continuity essential in organizations’ service development and innovation activities. However, little is known about why and how organizations organize for continuous digital service innovation (DSI) and what follows. To address this gap, this paper explores the “why,” “how,” and “what” of continuous DSI. We present findings from a thematic analysis of 23 semi-structured interviews with six case organizations to shed light on the external and internal drivers (why), principles, practices, methods (how), and outcomes (what) of continuous DSI for organizations. We observe that, externally, continuous DSI is driven by the rapid and dynamic changes in the business environment, rapid technological advancements, and customers’ expectations of continuity. Multiple customer, profitability, performance, and technology-related objectives exist internally. The organization for continuous DSI emphasizes customer- and other stakeholder-related principles and practices, as well as continuity-related principles and practices for the development and innovation activities. In addition, we find that service organizations implement various methods for continuous DSI. The effects of continuous DSI on organizations include diverse customer, development and innovation, communication, and collaboration-related outcomes. We contribute by offering a novel, practice-based understanding of continuous DSI in organizations, which may inform future research on this emerging phenomenon.

Keywords: electronic services; innovations; innovation (activity); services; service production; organisations (systems); customers; qualitative research

Free keywords: continuous digital service innovation; service-dominant logic; innovation process

Contributing organizations

Related projects

Ministry reporting: Yes

Reporting Year: 2022

JUFO rating: 1