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 editorsElo, Jenny; Pekkala, Kaisa; Tuunanen, Tuure; Lumivalo, Juuli; Salo, Markus

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

Parent publication editorsTaibi, Davide; Kuhrmann, Marco; Mikkonen, Tommi; Klünder, Jil; Abrahamsson, Pekka

Place and date of conferenceJyväskylä, Finland21.-23.11.2022



Journal or seriesLecture Notes in Computer Science



Publication year2022

Publication date14/11/2022

Number in series13709

Pages range366-381

Number of pages in the book682

PublisherSpringer International Publishing

Place of PublicationCham

Publication languageEnglish


Publication open accessNot open

Publication channel open access


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.

Keywordselectronic servicesinnovationsinnovation (activity)servicesservice productionorganisations (systems)customersqualitative research

Free keywordscontinuous digital service innovation; service-dominant logic; innovation process

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Ministry reportingYes

Reporting Year2022

JUFO rating1

Last updated on 2024-03-04 at 18:57