B1 Non-refereed journal articles
From digitalization to cybernization : Delivering value with cybernized services (2019)

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), Article 83-96. http://iris.cs.aau.dk/tl_files/volumes/volume 31/4 31-2 Tuunanen et al(IRIS).pdf

JYU authors or editors

Publication details

All authors or editorsTuunanen, Tuure; Kazan, Erol; Salo, Markus; Leskelä, Riika-Leena; Gupta, Shivam

Journal or seriesScandinavian Journal of Information Systems



Publication year2019


Issue number2

Article number83-96

PublisherIRIS Association

Publication countryDenmark

Publication languageEnglish

Persistent website addresshttp://iris.cs.aau.dk/tl_files/volumes/volume 31/4 31-2 Tuunanen et al(IRIS).pdf

Publication open accessOpenly available

Publication channel open accessOpen Access channel

Publication is parallel published (JYX)https://jyx.jyu.fi/handle/123456789/67598


This reflection note, based on the lead author’s keynote presentation at the Information Systems Research Seminar in Scandinavia/Scandinavian Conference on Information Systems 2019, makes an argument for the need to study the transformation from digital services to cybernized services offered by service providers to their customers. We first discuss the digitalization of services. Then, we argue that the emergence of cyber-physical systems enables a new kind of services that apply; e.g.; the internet of things, analytics of sensor-based big data, and artificial intelligence for value creation. In other words, the cybernization of services. We illustrate two particular approaches for understanding value creation for such cybernized services, specifically, value co-creation and co-destruction that are derived from the service research literature. We discuss the implications for information systems research, and argue that value co-creation and co-destruction should be studied together. Lastly, we depict the provision of healthcare services as a potential avenue for cybernization, and promote the use of the design science research for future studies.

Keywordsdigitalisationonline servicesvalue creation

Free keywordscybernization; cybernized services; cyber physical systems; digitalization; digital services; value co-creation; value co-destruction; design science research; interdisciplinary research

Contributing organizations

Ministry reportingYes

Reporting Year2019

Last updated on 2024-25-03 at 13:30