Stefan Kleinschmidt
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Kleinschmidt
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Stefan
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  • Publication
    How to scale up contact-intensive services: ICT-enabled service innovation
    ( 2019)
    Kleinschmidt, Stefan
    ;
    Peters, Christoph
    ;
    Leimeister, Jan Marco
    Purpose While scaling is a viable approach to respond to growing demand, service providers in contactintensive services – such as education, healthcare, and social services – struggle to innovate their offerings. The reason is that the scaling of contact-intensive services – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this article is to identify and describe the practices used in scaling contact-intensive services to support ICTenabled service innovation. Design/methodology/approach The research draws on an in-depth analysis of three contact-intensive services to examine service innovation practices. The analysis informs model development for service scaling. Findings The analysis uncovers three practices for service scaling – service interaction analysis, service pivoting, and service validation – and their related activities that are applied in a cyclic and iterative logic. Research limitations/implications While the findings reveal that the scalability of contact-intensive services is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in contact-intensive services. Practical implications The insights into the practices enable service providers of contact-intensive services to iteratively revise their service offerings and the logic of creating value with the service. Originality/value This research identifies and describes for the first time the practices for the scaling of contactintensive services as an operationalisation of ICT-enabled service innovation.
    Type: journal article
    Journal: Journal of Service Management (JOSM)
    Volume: 31
    Issue: 4
    DOI: 10.1108/JOSM-12-2017-0349
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/99373
    Scopus© Citations 7
  • Publication
    Fostering business model extensions for ICT-enabled human-centered service systems
    ( 2017-02-12)
    Kleinschmidt, Stefan
    ;
    Peters, Christoph
    ;
    Leimeister, Jan Marco
    ;
    Brenner, Walter
    When improving human-centered service systems (HCSSs) with information and communications technology (ICT), financial aspects are important but challenging for companies with established business models (BMs). The use of ICT and changes in value creation reflect business needs, but commercial success requires modifications and extensions of the BMs. However, prevailing approaches do not take account of these requirements. In this paper, we present a BM design process that fosters the extension of BMs for ICT-enabled HCSSs to support service innovations. Using an action research project in the field of volunteering, we iterated and revised the BM design process in a project collaboration with three end-user companies having similar objectives. The process guides those responsible for service innovation in structuring, analyzing, and the decision-making of alternative BM extensions. Thus, the presented approach contributes to ICT-related service innovation projects by describing systematic and repeatable activities that are the first step for commercial success.
    Type: conference paper
    URL: https://www.wi2017.ch/images/tagungsband_wi_2017.pdf
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/102631
  • Publication
    Towards an integrated evaluation of human-centered service systems and corresponding business models: A systems theory perspective
    ( 2017)
    Kleinschmidt, Stefan
    ;
    Peters, Christoph
    The design of services and their corresponding business models (BMs) aims at a value creation for customers and service providers. Thus, the outcome is interrelated. However, both – the design service systems and BMs – are evaluated separately because they do not have a common theoretical foundation. Therefore, this design science research aims at the development of an evaluation scheme for the design of services and BMs. Building on a general systems theory, we conceptualize human-centered service systems (HCSSs) and their corresponding BMs as a coherent system. This conceptualization gives the possibility to provide concrete analytical levels that allow an integrated evaluation of this system. We apply this evaluation scheme in a care service context and show that the integrated evaluation allows a more concrete assessment of the combined design of HCSS and the corresponding BMs. With this evaluation scheme, we offer an operationalization of a summative evaluation for the design of HCSSs and BMs as an artifact. Also, this provides a new perspective on theory-rooted knowledge for designing and evaluating service systems. For practitioners, the evaluation results allow the coordination of the value proposition in the service systems and BMs.
    Type: conference paper
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/103181
  • Publication
    Achieving scalability of human-centered service systems: Insights from the active and assisted living context
    ( 2017)
    Kleinschmidt, Stefan
    ;
    Peters, Christoph
    ;
    Leimeister, Jan Marco
    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.
    Type: conference paper
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/103182
  • Publication
    Type: conference paper
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/103183
  • Publication
    Towards design principles for aligning human-centered service systems and corresponding business models
    (Association for Information Systems, 2016-12-11)
    Kleinschmidt, Stefan
    ;
    Burkhard, Barbara
    ;
    Hess, Manuel
    ;
    Peters, Christoph
    ;
    Leimeister, Jan Marco
    To benefit from service innovation the service system and the corresponding business model (BM) have to be adapted or developed. Unfortunately, there are no guidelines that ensure that both development streams match, include, and align the same value for the customer. Therefore, we conduct a design science research (DSR) project, in which we develop design principles that guide the alignment between the two concepts of service systems and BMs via the value proposition. We build the design principles based on existing research in service design and BMs, and apply them in the field of human-centered service systems (HCSSs). The preliminary artifact shows that the design principles relate to concrete problems from both research streams. In conclusion, this research-in-progress will contribute to existing knowledge in combining the two research streams of service systems and BM research, and offer practitioners assistance for the systematic design of HCSSs and their corresponding BMs.
    Type: conference paper
    URL: http://aisel.aisnet.org/icis2016/ISDesign/Presentations/13/
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/103610
  • Publication
    ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review
    (Association for Information Systems, 2016-12-11)
    Kleinschmidt, Stefan
    ;
    Peters, Christoph
    ;
    Leimeister, Jan Marco
    In numerous studies, information and communications technology (ICT) has been shown to be an enabler of service innovations in human-centered service systems (HCSSs). The resulting findings, however, have not been presented in a systematic way. Therefore, we present an integrated and representative overview of the literature on ICT-enabled service innovation in HCSSs. To show the existing findings, we reviewed papers from top journals in the fields of management science, information systems, service research, and innovation management. By using a systematic literature review, we identified 37 relevant papers. We systematically assessed the papers based on an analytical framework that consists of a four-phase management process and the components of service systems. We showed that the research background and the research methods used in the papers are very diverse, representing a large research field with a varying degree of knowledge. Based on our findings, we derived a specific agenda for future research.
    Type: conference paper
    URL: http://aisel.aisnet.org/icis2016/Sustainability/Presentations/3/
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/103611
  • Publication
    Type: book section
    Volume: 1
    URL: https://link.springer.com/chapter/10.1007%2F978-3-658-22426-4_16
    DOI: 10.1007/978-3-658-22426-4_16
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/101326
  • Publication
    Type: conference contribution
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/103251
  • Publication
    Service Business Design for Human-Centered Service Systems
    (Universität St. Gallen, 2021)
    Kleinschmidt, Stefan
    Service companies in human-centered service systems (HCSSs) strive for information and communications technology (ICT)-related service innovation (SI) to overcome cost pressure, limited resources, and to drive their business. HCSSs, such as care, nursing, or other industries, are of great importance because they cover areas that are essential for society and everyday life. The result of SI is a revised service concept that offers the possibility to enhance value creation and value capture of the services. In reality, the expected benefits from SI never materialize because an integrated design of service business has been insufficiently adressed. The integration of processes and tools from service design and business model design is critical for implementing SI. Given the relevance, the objective of this dissertation is to develop design knowledge that integrates the design of value creation and value capture (service business design) for HCSSs enabling the benefits of ICT-enabled SI. To improve the service business design for HCSSs, the dissertation includes a two-phase research approach. This approach includes an explorative phase in which the problem and possible solutions are clarified, and an implementation phase in which design artifacts are developed, tested, and formalized. In the first phase, a systematic literature review about ICT-enabled SI in HCSSs is conducted to explore the characteristics of the research area. Based on this knowledge, SI practices are analyzed to show what constitutes service business design. In the second phase, this knowledge is used to develop design requirements and design principles as a design artifact for innovating HCSSs with ICT. This design knowledge is evaluated in a real-world setting that aims at the development and introduction of HCSSs. The design knowledge included will offer theoretical contributions and practical implications. First, the findings expand the knowledge about SI by summarizing the state of research and detailing the SI process and its implementation with focus on ICT. This SI knowledge gives an understanding of the distinct roles and activities of service design and business model design in the process of ICT-enabled SI. Second, the findings provide a theoretical basis for service business design. This basis includes a combination of value creation and value capture by integrating design approaches and detailing design practices. The knowledge about practices in service business design enables a systematic design. Third, the findings provide a theoretical basis for HCSSs and the concepts for a systematic design. The specified characteristics enable an improved understanding of structures, processes, and business logic. Thus, service providers can optimize capabilities in designing and operating HCSSs.
    Type: doctoral thesis
    URI: https://www.alexandria.unisg.ch/handle/20.500.14171/111112