Achieving scalability of human-centered service systems: Insights from the active and assisted living context

Human-centered service systems (HCSSs) create value in personal interaction. This fact impedes the dissemination of HCSSs. To counter the problem, service providers in healthcare or education enable their services with information and communication technology (ICT). This approach allows to maintain or even enhance their offerings while handling a growing amount of work. However, the integration of ICT in the HCSSs requires reconfigurations for value creation and value caption. How this reconfiguration is implemented in practice remains unclear. By using a multiple case study research design, our study will help to understand how to achieve the scalability of HCSSs.